Customer Service Representative – Aldar Retail Management

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.