Customer Service Specialist - Food | Retail | M&S FOOD | UAE

Job Requisition ID: 179656 

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the Role

The Customer Service Specialist – Food is responsible for delivering an exceptional customer experience while driving sales at the Food counter. The role ensures outstanding customer service, maintains excellent food presentation standards, and supports daily counter operations in line with food safety, hygiene, and quality standards. The position plays a key role in creating an inviting shopping experience by providing product knowledge, ensuring food availability, and maintaining operational excellence.

What You Will Do:

Description of Accountability:

• Deliver exceptional customer service by greeting and assisting customers in a friendly, professional, and engaging manner.
• Serve customers efficiently at the Food counter while ensuring accuracy of orders and transactions.
• Provide expert product knowledge, including ingredients, allergens, preparation methods, promotions, and recommendations.
• Drive sales by actively promoting products, meal solutions, seasonal offers, and cross-selling complementary items.
• Ensure food displays, counters, and merchandising areas are fully stocked, visually appealing, and maintained to company standards.
• Replenish stock throughout the day to ensure maximum product availability.
• Monitor product freshness, expiry dates, and food quality, M&S principles are followed.
• Maintain the highest standards of food hygiene, cleanliness, and safety in accordance with company policies and local food safety regulations.
• Prepare, package, label, and present food products according to operational guidelines.
• Operate POS systems accurately, process customer payments efficiently, and promote loyalty programmes where applicable.
• Maintain cleanliness of food counters, preparation areas, equipment, and customer service areas throughout the day.
• Support stock receiving, inventory counts, waste management, and shrinkage control activities.
• Participate in promotional events, product tastings, seasonal campaigns, and store initiatives.
• Follow all Food Safety, HACCP, Municipality, and Health & Safety regulations.
• Meet or exceed individual sales, customer service, and operational KPIs.
• Perform any other duties assigned by the Store Management team.

Required Skills to be Successful:

• Passion for delivering outstanding customer service.
• Excellent communication and interpersonal skills.
• Good product knowledge or willingness to learn about food products.
• Sales-focused with strong upselling and cross-selling abilities.
• Knowledge of food safety, hygiene, and handling practices.
• Ability to work efficiently in a fast-paced retail environment.
• Strong attention to detail and accuracy.
• Good cash handling and POS system skills.
• Team player with a positive attitude.
• Ability to stand for extended periods and handle physical tasks including stock replenishment.
• Strong organizational and time management skills.

What Equips You for the Role:

• High School Diploma (Hospitality or Food-related qualification is an advantage).
• 2–4 years of experience in Food Retail, Café, Bakery, Deli, Fresh Food, or Hospitality.
• Previous experience in a customer-facing food service or food counter environment.
• Knowledge of food hygiene, HACCP, and Municipality regulations is preferred.
• Experience operating POS systems and handling cash transactions.
• Proven ability to achieve sales and customer service targets.
• Good verbal communication skills in English (Arabic is an advantage).
• Friendly personality with a customer-first mindset.
• Ability to work flexible shifts, weekends, and public holidays.

About Al-Futtaim Retail

Al-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest Global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion & food options.
 
Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference…