Customer Service Assistant

• As a Customer Service Assistant at Dubai Festival Plaza Mall, your main responsibility is to provide front-line customer service that enhances the shopping experience for all visitors. You will welcome guests, address inquiries and concerns, provide accurate information about mall services, stores, and promotions, and reflect the mall's commitment to service excellence. Supporting daily operations by coordinating with internal teams and tenants, you contribute to a safe, friendly, and customer-focused environment. Your role as the face of the mall requires adherence to customer service guidelines and compliance with HR policies, handling all visitor inquiries and assistance with a friendly, solution-oriented approach.

Customer Service

• Deliver exceptional customer service to all visitors, with sensitivity to cultural differences and understanding of diverse customer expectations.
• Assist mall customers at the customer service desk with a friendly and welcoming attitude, demonstrating cultural awareness.
• Provide updated information related to new stores, closed stores, and emergency contact details.
• Be knowledgeable about mall operations, marketing and promotion information, and service policies.
• Provide on-ground support during events, activations, or peak traffic times as required by management.

Site Knowledge

• Develop an in-depth understanding of the retail center to assist with customer queries.
• Gain knowledge of the layouts and location of entrances, exits, lifts, escalators, restrooms, and emergency services.
• Conduct regular mall visits to stay informed about latest developments.
• Coordinate with inter-departments to have updated information about their functionalities.

Mall Collaterals

• Maintain adequate stock of mall collaterals such as e-directories and desk supplies.
• Provide information related to mall e-directory, ongoing offers and promotions, tourist information, and available services.
• Efficiently handle customer queries and maximize opportunities to generate sales.

Resolution of Problem

• Proactively resolve customer complaints/issues within delegated authority.
• Ensure complaints received at the Customer Service Desk are promptly recorded, tracked, and resolved in a timely and courteous manner.
• Aim for complete customer satisfaction and adhere to service quality standards.

Coordination

• Coordinate with other mall departments regarding issues relevant to these areas.
• Facilitate response and resolution of problems reported by customers affecting their perception of the facility.

Sales

• Perform daily sales of gift cards, business services, and other services.
• Seek opportunities to proactively increase profit to the business.
• Maintain monthly sales quota as set forth by the department head.

Management Support

• Assist in administrative tasks and support Mall Management as requested.
• Collect information related to customer feedback for promotions or surveys.
• Carry out inspections on the retail center to ensure a world-class customer environment.

Emergency Aid and Response Team Member

• Provide basic level first aid services and emergency assistance to customers in case of emergencies.
• Be up to date with security trainings on Emergency response and handling.

• Customer Service Excellence
• Verbal and written communication
• Problem Solving and Complaint Handling
• Team Collaboration

• Graduation in any degree.
• Fluent in English; proficiency in Arabic or another language is advantageous.
• 2 years relevant customer service experience in a shopping centre or hospitality, preferably front-desk.
• Willing to work on weekends, official holidays, and outside official working hours.