Customer Service Assistant I Real Estate I Dubai Festival Plaza Mall

Job Requisition ID: 181971 

About Al-Futtaim
Established in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world’s most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations.

Overview Of The Role:

• The role of the Customer Service Assistant at Al-Futtaim Group is to efficiently manage the customer service desk at Dubai Festival Plaza, handling customer issues, queries, and problems professionally and courteously. The main aim is to achieve service standards and enhance the visitor experience to the mall. The assistant serves as a point of contact for the mall and is responsible for reflecting the company's reputation positively in the shopping center industry. They are expected to abide by customer service guidelines and company HR policies.

What You Will Do:

Customer Service

• Provide high standards of customer service to visitors, considering cultural sensitivities and varying expectations.
• Answer questions related to store locations, mall services, operating hours, promotions, and marketing events.
• Conduct daily walks as part of the shift to stay updated on mall/store changes.
• Offer solutions to customer complaints and resolve issues in a professional and timely manner.
• Maintain a positive and approachable attitude to create a welcoming atmosphere for customers and staff.
• Work closely with the customer service team to ensure smooth department operations.
• Provide concierge-style assistance, including offering directions and coordinating mall services (e.g., lost and found, stroller, wheelchair).
• Assist and support with the sales of mall gift cards, promote mall promotions and events.
• Collect and record customer feedback daily to improve services and customer satisfaction.
• Provide suggestions to the management based on customer insights.
• Coordinate and work closely with internal departments, mainly security and operations.
• Support the marketing department during events, including on-ground coordination and managing coupon distribution.
• Provide basic first aid and emergency assistance to mall customers if required.

Site Knowledge

• Develop and maintain in-depth knowledge of the retail center to assist with customer queries, including updated store locations and services.
• Ensure accurate responses to customer inquiries.

Resolution of Problem

• Proactively resolve customer complaints/issues within the delegated authority level.
• Ensure customer satisfaction and smooth management of complaints.

Coordination

• Daily coordination with customer service team members to ensure smooth operations and positive team spirit.
• Coordinate with other mall departments regarding any relevant issues.
• Support the customer service team with a positive attitude.

Management Support

• Provide support to all departments to offer front-line data for management to understand public opinion and visitor experience.
• Facilitate smooth internal communication based on provided instructions.

Required Skills To Be Successful:

• Customer relations support skills.
• Ability to work flexible hours, including weekends and holidays.
• Basic administration, sales, and accounting knowledge.
• Proactive and efficient problem-solving skills.

What Qualifies You For The Role:

• Graduation in any degree.
• Fluency in English, with Arabic preferred.
• 1-3 years of relevant customer service experience in a shopping center or hospitality, with a preference for front-desk experience.
• Ability to work on weekends, official holidays, and outside official working hours.
• Basic knowledge in administration, sales, and accounting.
• Demonstrated behavioral competencies such as being friendly, approachable, honest, trustworthy, flexible, efficient, proactive, punctual, reliable, and possessing a positive, cheerful mentality.

About Al-Futtaim Real Estate

With a legacy of more than six decades in real estate and asset management, Al-Futtaim Real Estate – part of Al-Futtaim – creates real impact on the communities it serves through long-term investment and growth. As one of the region’s leading private developers, the company plans, creates and manages developments across the MENA region.  

Al-Futtaim Real Estate has a diversified, multi-billion-dollar portfolio across the real estate value chain and asset types such as residential, commercial, malls and industries including hospitality, healthcare, infrastructure and education. Flagship mixed-use urban communities include Dubai Festival City and Cairo Festival City.  

Al-Futtaim Real Estate is also responsible for Al-Futtaim Contracting, a fully integrated, end-to-end specialist division operating across the UAE, Saudi Arabia, Qatar and Egypt. The business has delivered industry-leading construction, engineering, technology and FM solutions for more than 50 years.