Customer Service Assistant | Real Estate | Asset Management

Job Requisition ID: 177037 

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 overall purpose of this role is to efficiently manage the customer service desk and handle customer issues, queries, problems, in a professional and courteous manner so as to achieve service standards and enhance visitor experience to the mall.

The role is required to provide high level of customer service experience in a professional and efficient manner, which will reflect the company’s reputation in the shopping center industry. Serve as a point of contact for the mall and for responding to and assisting with all customer queries in a friendly and efficient manner. Abide by the customer service guidelines as well as all AFGRE HR policies.

What You Will Do:

Customer Service:

• Responsible for providing high standards of customer service to visitors bearing in mind cultural sensitivities and varying levels of expectations.
• Answer questions related to store locations, mall services, operating hours, promotions, and marketing events.
• Conduct daily walks as part of the shift to be updated on any changes in the mall/stores etc.
• 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 as well as within the team.
• Work closely with the customer service team and support each other to ensure the department runs smoothly overall.
• Provide concierge-style assistance, including offering directions, arranging transportation, and coordinating mall services (e.g., lost and found, stroller, wheelchair etc.).
• Assist and support with the sales of the mall gift card, push the mall promotions with our customers, promote the mall events etc.
• Collect and record customer feedback on a daily basis to help improve services and overall customer satisfaction.
• Provide suggestions to the management team based on customer insights.
• Coordinate and work closely with internal departments, mainly security and operations as required.
• Support the marketing department during events, on-ground coordination with suppliers, managing coupons distribution for promotions and any other assistance as needed.
• Provide basic level first aid services and emergency assistance to mall customers if required.

Site Knowledge:

• Responsible for developing an in depth understanding of the retail center to assist to any customer queries. This includes updated knowledge of store locations, temporary SL setups, services, marketing events, promotions etc.

Resolution of Problem:

• Responsible for proactively resolving customer complaints/ issues within the delegated level of authority.

Coordination:

• Daily and detailed coordination with other members of the customer service team to ensure smooth operations and positive team spirit.
• Coordinate with other departments within the mall, with respect to any issues relevant to these areas.

Management Support:

• Provide support to all the departments as required at Arabian Center - to provide management front line data to understand public opinion, gauge visitor experience or make business and marketing decisions.

Required Skills To Be Successful:

Behavioral Competencies:

• Friendly, approachable, honest and trustworthy
• Be flexible and efficient
• Proactive, punctual and reliable.
• Positive, cheerful mentality and open to work attitude

What Qualifies You For The Role:

 Minimum Qualifications and Knowledge:

• Graduation in any degree
• Fluent in English, Arabic preferred

Minimum Experience:

3-5 years’ relevant customer service experience in a shopping center or hospitality background preference for front-desk.

Job-Specific Skills:

• Customers relations support
• Accept to work on weekends, official holidays and outside the official working hours
• Basic admin, sales and accounting knowledge.

About Al-Futtaim Malls 
Al-Futtaim Malls provides development and asset management expertise, specializing in building retail-led super regional malls in prime locations across MENA and beyond. With a proven track record of creating both sustainable revenue growth and value enhancement for tenants, Al-Futtaim Malls delivers exceptional experiences and exciting shopping environments for customers. 

Part of the Al-Futtaim Group, Al-Futtaim Malls leadership team brings more than 30 years of experience and a deep understanding and knowledge of the retail sector, both from a shopper’s point of view but as curators of space or landlords to other brands. The company has a directly managed portfolio including over 9 million sqft of retail space across four malls in the MENA region and two under development. Malls under the Al-Futtaim Malls portfolio include Dubai Festival City Mall and Festival Plaza in the UAE, Cairo Festival City Mall in Egypt, Doha Festival City in Qatar and Zenata Mall, Morocco.

Leveraging on the expertise of its parent company, Al-Futtaim Malls established PLEX Management Services offering a full array of services including asset management and development, leasing, and brand experience expertise to shopping mall landlords and retail organizations globally. Implementing global best practice and deploying Al-Futtaim Mall’s deep understanding of mall management and retail dynamics, PLEX promises to deliver continuous growth and long-term value for its partners.

For more information on Al-Futtaim Malls, please visit https://www.al-futtaimmalls.com/