Customer Service Representative

The Role
Customer Service Representative – ARM We’re looking for a Customer Service Representative to join the team at Al Hamra Mall, representing Aldar Retail Management and delivering exceptional service to every guest. You’ll be the first point of contact for visitors — assisting with inquiries, supporting mall operations, and ensuring a smooth and enjoyable experience for all. Key Responsibilities Guest Experience Greet and welcome all mall visitors warmly, providing signature guest experience. Respond to inquiries about stores, events, promotions, and services with confidence and professionalism. Guide guests with clear directions to stores, facilities, and amenities. Handle customer feedback, questions, and complaints promptly and courteously, escalating when needed. Manage lost and found procedures accurately and efficiently. Handle phone and email communications from guests. Offer assistance to guests with special needs to ensure a comfortable visit. Operational Support Monitor mall areas, reporting safety or cleanliness concerns to management or security. Coordinate with mall management and relevant departments to resolve guest issues efficiently. Distribute promotional materials and inform guests about mall events and services. Support CX activations and in-mall promotional activities. Manage petty cash and ensure accurate end-of-day reconciliations. Retailer & Tenant Relations Act as a liaison between mall management and retailers for service-related matters. Gather and relay tenant feedback or requests to the appropriate teams. What Success Looks Like High guest satisfaction (NPS, CSAT, Mystery Shopper results). Strong stakeholder engagement with retailers and mall management. Consistent adherence to service standards and timely issue resolution. Working Conditions Based at Al Hamra Mall, with daily interaction with guests and retailers. Requires presence during mall operational hours, weekends, and key seasonal activations. Rotational shifts, including weekends and holidays. Qualifications & Experience 3–5 years of progressive experience in customer service, ideally within shopping mall environments, retail, luxury service, or hospitality. Bachelor’s degree or diploma in Business, Hospitality, or Marketing. Fluent in English (Arabic or other languages an advantage). Professional appearance, warm personality, and strong communication skills. Attention to detail, reliability, and a proactive, guest-first attitude.

Requirements
3–5 years of experience in customer service, within mall environments, retail, luxury service, or hospitality. Guest Satisfaction, Guest Experience, Customer Service Located in Ras Al Khaima Bachelor's Degree In Hospitality

About the company
Cloud Spaces, Aldar group's pioneering brand is a business and lifestyle co-working space with a lively and welcoming environment that is ideal for those looking for an inspiring place to work. It is Middle East's first coworking space located within a shopping mall, Yas Mall in Abu Dhabi ,our flagship location becoming the first shopping mall in this region to harbour such a concept within its premises. Our recent Expansion in Abu Dhabi Global Market financial centre has also given international clients a platform to conduct business and grow in the region. We offer a variety of contemporary and modern workspaces designed to deliver comfort and spark motivation. A co-working space solutions for anyone who is a creative entrepreneur, freelancer , large business entity or an SME by creating an environment to work, connect and collaborate. It is designed to offer a variety of solutions to suit work needs and unleash creativity, from fully furnished office suites, to spacious and ventilated lounges, sound-proof cubicles, open work desks and fully-equipped meeting rooms. Opportunity to work within a community and meet other professionals, and give a platform for business to grow to greater heights. The coworking zones make it easy for professionals from different companies to meet and form mutually beneficial business relationships. Considering the expansion plans, the company is looking out for professionals from various sectors who are committed and are ready to strive with the companies vision.