Customer Service Specialist | Retail | Marks & Spencer

Job Requisition ID: 171180 

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 A”rab 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 organisation 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 is responsible for providing exceptional customer service and support to ensure a seamless shopping experience for our customers. This role involves handling customer complaints, supervising daily department operations, coaching the team, and maintaining high standards in both customer service and visual merchandising. Additionally, the Customer Service Specialist will manage specialized services such as Bra Fit, Suit Fit, and Barista services, and will oversee cash handling processes.

What you will do

Customer Service and Complaint Resolution

• Provide professional and efficient customer service by addressing inquiries and resolving complaints in a timely and effective manner.
• Act as the first point of contact for escalated customer concerns, ensuring that all issues are resolved to the customer’s satisfaction.
• Maintain a calm and positive attitude when handling difficult situations, demonstrating empathy and professionalism.

Supervise Daily Operations

• Collaborate with the Duty Manager to oversee daily department tasks.
• Coach and support the customer service team to meet performance goals.

Visual Merchandising Standards

• Ensure displays meet the company’s visual merchandising guidelines.
• Regularly check the store’s appearance to maintain high standards.

Cash Handling & Float Management

• Count and balance cash floats at the start and end of the day.
• Follow company policies to ensure accurate cash transactions.

Specialized Services Management

• Oversee services like Bra Fit, Suit Fit, and Barista to meet customer needs.
• Promote and ensure high-quality service in these specialized areas.

Required Skills to be successful

• Customer interaction handling
• Issue resolution techniques problems efficiently.
• Knowledge documentation
• Response accuracy and clarity
• Compliance awareness
• Report handling –
• Process improvement awareness enhancements.
• Basic troubleshooting.
• Professional communication tools us

What equips you for the role

Minimum Qualification and Knowledge

Education: High School or Diploma equivalent

Minimum Experience

• Minimum of three years in experience in a similar role preferably from a Retail industry.

Behavioral Competencies

• Customer Service Experience:  Proven experience in customer service and problem-solving.
• Team Leadership:  Ability to supervise and motivate a team effectively.
• Attention to Detail:  Maintain high standards in visual merchandising and operations.
• Cash Handling Proficiency:  Experience in managing cash floats and financial procedures.
• Specialized Service Knowledge:  Familiarity with services like Bra Fit or Suit Fit.
• Strong Communication:  Excellent verbal and written communication skills.

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.