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customer service representative Jobs in Dubai

customer service representative

customer experience manager

Al-Futtaim

<div>Overview Of The Role: 
<ul><li>
The Customer Service Manager at Dubai Festival City Mall is responsible for leading the transformation of the customer experience into a hospitality-grade, world-class service model. This role champions a hospitality-first culture across all guest-facing functions to ensure every interaction reflects premium service standards. The manager oversees guest journey redesign, concierge innovation, service governance, tenant alignment, and data-driven experience enhancement, positioning the mall as a lifestyle destination rather than merely a retail environment. Success in this role involves visible leadership during peak periods, proactive problem-solving, and measurable improvements in guest satisfaction and loyalty.</li></ul> 

What You Will Do: 
<h4 class="jobSectionHeader">
Service Culture &amp; Hospitality Mindset</h4> 
<ul><li>
Develop and implement hospitality-grade service standards.</li><li>
Lead cross-functional service training programs across various departments including Security, FM, Housekeeping, Concierge, FOH/BOH.</li><li>
Establish service recovery protocols aligned with hotel industry best practices.</li><li>
Conduct regular service audits and coaching sessions to ensure standards are met.</li></ul><h4 class="jobSectionHeader"> 
Guest Journey Redesign &amp; Optimization</h4> 
<ul><li>
Oversee full customer journey mapping from arrival to exit.</li><li>
Redesign touchpoints such as parking, valet, wayfinding, concierge desks, and family amenities.</li><li>
Improve parking flow and first impression experiences.</li><li>
Optimize stroller services and accessibility support.</li><li>
Implement queue management standards to enhance guest satisfaction.</li></ul><h4 class="jobSectionHeader"> 
Concierge &amp; Personalized Guest Services</h4> 
<ul><li>
Introduce premium concierge offerings, including priority bookings, reservations, meet &amp; greet, and VIP assistance.</li><li>
Develop VIP lounge/service concepts for enhanced guest experiences.</li><li>
Integrate Blue Rewards to personalize recommendations and enhance member experiences.</li><li>
Collaborate with Marketing to create curated guest moments and secure event access for guests.</li></ul><h4 class="jobSectionHeader"> 
Experience Leadership on the Floor</h4> 
<ul><li>
Act as visible Duty Experience Manager during peak hours.</li><li>
Maintain active floor presence during weekends, events, and seasonal campaigns.</li><li>
Proactively engage with guests and tenants to address issues before escalation.</li><li>
Lead coordination meetings during peak periods to ensure service efficiency.</li></ul><h4 class="jobSectionHeader"> 
Service Standards, SOPs &amp; Compliance</h4> 
<ul><li>
Develop and update SOPs for Valet, Concierge, Guest Relations, Taxi, and VIP Services.</li><li>
Standardize protocols for cleanliness, scenting, music, ambiance, lighting, and presentation.</li><li>
Ensure FM, Security, and Housekeeping meet premium hospitality expectations.</li><li>
Conduct regular inspections to ensure quality and compliance with service standards.</li></ul><h4 class="jobSectionHeader"> 
Tenant Engagement &amp; Service Alignment</h4> 
<ul><li>
Conduct joint service workshops and tenant briefings to promote service consistency.</li><li>
Implement service scorecards to measure tenant service performance.</li><li>
Launch mystery shopper programs across retail and F&amp;B to monitor service levels.</li><li>
Share insights and improvement plans with tenants to enhance overall guest experience.</li></ul><h4 class="jobSectionHeader"> 
Data-Driven Experience Enhancement</h4> 
<ul><li>
Analyze footfall data, heatmaps, dwell time, and Blue Rewards insights to refine guest experience.</li><li>
Monitor complaint trends and implement corrective actions accordingly.</li><li>
Develop monthly experience dashboards to track performance and progress.</li><li>
Present actionable insights to senior leadership for strategic decision making.</li></ul><h4 class="jobSectionHeader"> 
Financial &amp; Operational Management</h4> 
<ul><li>
Oversee valet revenue targets and ensure financial goals are met.</li><li>
Manage operating budgets to maintain financial health.</li><li>
Optimize manpower planning for efficient service delivery.</li><li>
Ensure timely processing of quotations, LPOs, and invoices to support operational management.</li></ul> 

Required Skills To Be Successful: 
<ul><li>
Hospitality Operations</li><li>
Service Design &amp; Journey Mapping</li><li>
Customer Experience Strategy</li><li>
Budget &amp; Financial Management</li></ul> 

What Qualifies You For The Role: 
<ul><li>
Bachelor's Degree in Hospitality Management, Business Administration, or related field.</li><li>
Professional certification in Customer Experience or Hospitality is preferred.</li><li>
7-10 years of experience in hospitality, luxury retail, or premium mall management.</li><li>
Minimum 3-5 years in a managerial leadership role, preferably in hotel operations or luxury guest services.</li></ul></div>

Customer Service Manager

Majid Al Futtaim

<div>
 
 
 BUSINESS INTRODUCTION
 
 
 
 Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 43,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie &amp; Fitch, &amp; Vox Cinemas. We believe in making Great Moments for Everyone, Every day.
 
 
 
 
 
 
 JOB TITLE
 
 
 
 Associate Entertainment Manager | MAF Entertainment | Operations
 
 
 
 
 
 
 ROLE SUMMARY
 
 
 
 The role of the Associate Manager is to support site operations while ensuring that key objectives and procedures are being administered. This role will ensure operational direction while ensuring an optimal customer experience while supporting budget and revenue targets.
 
 
 
 
 
 
 ROLE PROFILE
 
 
 <ul>
 <li>
 Operations &amp; Customer Experience: Support daily operations, ensure consistent brand and safety standards, resolve customer issues, enhance customer experience, and maintain high service quality across concepts.
 </li>
 <li>
 Leadership &amp; Culture: Lead, motivate, and role-model for teams; build engagement, uphold LEC/MAF culture, and act as a culture ambassador.
 </li>
 <li>
 Team Development: Recruit, train, coach, and develop talent; provide continuous feedback; maximize team performance and frontline effectiveness.
 </li>
 <li>
 Financial Management: Support budgeting, revenue optimization, P&amp;L targets, cash handling, audits, and cost control (OPEX, COS, EBIDA).
 </li>
 <li>
 HSE &amp; Compliance: Promote a strong safety culture, ensure compliance with HSE policies, legal requirements, contracts, and government regulations.
 </li>
 <li>
 Stock &amp; Asset Management: Oversee inventory control, stock checks, deliveries, audits, and maintenance of facilities, equipment, and assets.
 </li>
 <li>
 Performance &amp; Reporting: Monitor KPIs (NPS, spend per head, OHI, audit scores), identify gaps, escalate issues, and drive continuous improvement.
 </li>
 <li>
 Flexibility &amp; Support: Work flexible schedules, support new projects, assist managers with strategic initiatives, and perform ad-hoc duties as required.
 </li>
 </ul>
 
 
 
 
 
 REQUIREMENTS
 
 
 <ul>
 <li>
 4&ndash;6 years in a fast-paced operational environment, including at least 2 years in a supervisory/managerial role within F&amp;B, Customer Service, Retail, or Hospitality, with proven staff supervision and field operations experience.
 </li>
 <li>
 Bachelor&rsquo;s degree, diploma, or relevant certification; IOSH Management System; Person In Charge (PIC) Level 3.
 </li>
 <li>
 Strong oral and written communication abilities.
 </li>
 <li>
 Excellent organizational, management, and leadership skills to foster a positive work environment.
 </li>
 <li>
 Strong troubleshooting and problem-solving capabilities.
 </li>
 <li>
 Demonstrates high cultural awareness and adaptability.
 </li>
 </ul>
 
 
 
 
 
 WHAT WE OFFER
 
 
 <ul>
 <li>
 At Majid Al Futtaim, we&rsquo;re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We&rsquo;re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
 </li>
 <li>
 Work in a friendly environment, where everyone shares positive vibes and excited about our future.
 </li>
 <li>
 Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.
 </li>
 </ul>
 
 
</div>

Associate Operations Manager - Leisure & Entertainment

Van Cleef & Arpels

<div>
 
 Are you a good match?
 
 
 
 You have a strong background in client experience within luxury or retail environments and a natural client-centric mindset. You are organized, proactive and comfortable working in a regional, multicultural context. With strong communication and coordination skills, you are able to support teams and contribute to delivering consistent and exceptional client experiences aligned with Maison standards.
 
 
 
 What are we expecting from you?
 
 
 
 Reporting To The Regional Client Experience &amp; Treatment Manager, You Will Support The Implementation Of Client Experience And Treatment Initiatives Across The MEIAT Region. In This Function, You Wil
 
 
 <ul>
 <li>
 Support the rollout of client experience tools and guidelines in boutiques
 </li>
 <li>
 Monitor client experience performance and follow up on feedback
 </li>
 <li>
 Coordinate regional client treatment initiatives, events and animations
 </li>
 <li>
 Support gifting initiatives, reporting and best practice sharing
 </li>
 <li>
 Assist with budget follow-up and coordination with cross-functional teams
 
 
 </li>
 </ul>
 
 More than a role&hellip;. We recruit for a career!
 
 
 
 By joining Van Cleef &amp; Arpels you will be part of a Maison where employee career development is at the heart of our ambition.
 
 
 Upon your arrival, you will be immersed in our enchanting world with trainings on our history, know-how and creations.
 
 
 
 The recruitment process
 
 
 
 Send your application online.
 
 
 If your profile matches our search, you will be contacted by our HR team for an interview.
 
 
 Along the recruitment process you will meet The Client Experience &amp; Treatment Manager as well as the Client Director and the Commercial Director.
</div>

Client Treatment Executive -1 year contract (UAE National)

Roads and Transport Authority

<div>
 
 
 Job Purpose
 
 
 
 Execute vehicle licensing, customer experience, and project support activities by managing registrations, complaints, market research, SLAs, and benefits realization to achieve departmental priorities. Translate customer insights, marketing plans, and project outcomes into improved services that meet legislative and customer needs.
 
 
 
 
 
 
 Roles and Responsibilities
 
 
 
 
 Strategy
 
 
 
 &bull; Contribute to studies, research, and benchmarking on vehicle licensing services and activities to support development and maintain the Authority&rsquo;s distinguished and leading position.
 
 
 &bull; Develop forward plans and roadmaps for projects service development and initiatives in line with departmental priorities and approved objectives.
 
 
 &bull; Establish and develop new products and services that meet identified customer needs and comply with legislative and regulatory requirements.
 
 
 
 
 
 
 Operations
 
 
 
 &bull; Perform research on market and customer segmentation to identify customer needs for vehicle licensing services and products.
 
 
 &bull; Provide high-quality project management services for assigned initiatives in line with approved project management methodology, scope, timelines, and deliverables.
 
 
 &bull; Provide change management and benefits realization reporting for assigned projects and initiatives in line with approved templates and requirements.
 
 
 &bull; Prepare benefits realization reports after implementation of projects and initiatives, highlighting achieved outcomes against planned benefits.
 
 
 &bull; Follow up corrective actions arising from Happiness Score and Mystery Shopper results with concerned sections until closure is documented.
 
 
 &bull; Develop and implement marketing plans for Vehicle Licensing Department services in coordination with relevant sections and stakeholders.
 
 
 &bull; Execute vehicle registration, inspection, and license issuance activities in line with approved laws, legislations, policies, standards, and specifications.
 
 
 &bull; Handle and verify complaints related to vehicle licensing services by reviewing details, confirming information, and applying approved policies and procedures.
 
 
 &bull; Handle and verify complaints related to examiners transparently and impartially, without discrimination between customer categories, and document actions taken.
 
 
 
 
 
 
 Product / Process Improvement
 
 
 
 &bull; Monitor performance against agreed service level agreements and propose service-related adjustments to maintain required service levels.
 
 
 &bull; Use insights from customer research, Happiness Score, Mystery Shopper, and complaint handling to support continuous improvement of vehicle licensing services and related marketing plans.
 
 
 
 
 
 
 Physical Working Conditions
 
 
 
 &bull; Primarily office-based role with standard working hours, with regular customer and stakeholder interactions and occasional visits to service centers, events, or meetings related to projects and marketing activities.
 
 
 
 
 
 
 Job Qualifications &amp; Requirements
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree/ Master&rsquo;s Degree in Business Administration, Commerce, Marketing or Public Administration
 </li>
 <li>
 3+ years in case of Master's degree (5+ years in case of Bachelor's degree, 11+ years in case of Diploma)
 </li>
 <li>
 Preferred: Certifications such as Project Management Professional (PMP) or CAPM, a recognized customer experience or service excellence
 </li>
 </ul>
</div>

Specialist - Vehicles Licensing

Astra Tech

<div>
 
 Role Summary
 
 
 
 We're looking for a sharp, curious, and commercially minded Head of Marketing Research &amp; Customer Experience to join our leadership team. You'll own the insight engine that powers our marketing, product, and growth decisions while ensuring every touchpoint a customer has with us is informed by real data, not gut instinct. This is a high-impact role that sits at the intersection of research, analytics, customer strategy, and growth marketing. You'll be equal parts analyst, strategist, and storyteller - able to translate complex data into clear actions that move the business forward.
 
 
 
 Responsibilities
 
 
 
 
 Market &amp; Competitive Research
 
 
 
 <ul>
 <li>
 Lead our market intelligence function; tracking trends, competitor moves, and emerging opportunities in the fintech landscape.
 </li>
 <li>
 Commission and run both qual and quant research programs (surveys, focus groups, desk research, third-party data).
 </li>
 <li>
 Provide leadership with regular, decision-ready briefs on market dynamics and whitespace opportunities.
 </li>
 <li>
 Build and maintain a competitive intelligence framework that keeps us ahead of the curve.
 
 
 </li>
 </ul>
 
 Customer Insights &amp; Brand Tracking
 
 
 
 <ul>
 <li>
 Own the growth VOC program end-to-end, designing listening posts across the customer lifecycle and turning feedback into insight
 </li>
 <li>
 Partner with Product, Marketing, and Commercial teams to ensure customer perspectives directly inform roadmap and GTM decisions.
 </li>
 <li>
 Develop and maintain rich customer personas and segmentation models that reflect how our customers actually behave.
 </li>
 <li>
 Own brand health tracking program with external partners and internal stakeholders
 
 
 </li>
 </ul>
 
 CX Data &amp; Analytics
 
 
 
 <ul>
 <li>
 Work closely with our Data team to build dashboards and insight frameworks that track customer sentiment, behaviour, and experience metrics (NPS, CSAT, CES, etc.).
 </li>
 <li>
 Define and own the research tech stack; from survey tools to analytics platforms.
 </li>
 <li>
 Champion a data-driven culture across the marketing function, raising the bar on how we measure and report on customer outcomes.
 </li>
 <li>
 Turn raw numbers into clear narratives for exec and board-level audiences
 
 
 </li>
 </ul>
 
 Leadership Attributes
 
 
 
 Platform Thinking.
 
 
 Ability to optimize growth across a portfolio of services rather than a single product.
 
 
 
 Growth Orientation
 
 
 
 Deep understanding of user acquisition, engagement, retention, and monetisation levers.
 
 
 
 Commercial Acumen
 
 
 
 Strong instinct for identifying scalable revenue opportunities within large digital user bases.
 
 
 
 Data Fluency
 
 
 
 Ability to translate analytics and experimentation into strategic decision-making.
 
 
 
 Collaborative Leadership
 
 
 
 Comfort working across product, marketing, data, and commercial teams to deliver platform-wide growth
 
 
 
 Requirements
 
 
 
 <ul>
 <li>
 8+ years in marketing, consumer insights, or customer experience roles.
 </li>
 <li>
 At least 3 years in a leadership or management capacity.
 </li>
 <li>
 Proven track record in a tech, fintech, or connectivity services environment.
 </li>
 <li>
 Experience designing and running both quantitative (surveys, conjoint, segmentation) and qualitative (depth interviews, focus groups, ethnography, usability testing) research.
 </li>
 <li>
 Strong command of CX measurement frameworks (NPS, CSAT, CES) and journey mapping methodologies.
 </li>
 <li>
 Significant experience in managing marketing research with external partners and internal stakeholders.
 </li>
 <li>
 Preference for a multi role expertise including commercial, brand management and, digital marketing.
 </li>
 <li>
 Excellent analytical skills; comfortable with data, statistical methods, and research tools
 </li>
 </ul>
</div>

Head of Marketing Research and Experience

United Arab Bank

<div>
 
 
 Job Purpose:
 
 
 
 The branch manager&rsquo;s role is to lead, oversee, and manage all aspects of branch operations, sales and customer service of the branch, ensuring profitability and compliance with regulatory standards. This position is central to driving the achievement of business objectives by implementing sales strategies, fostering business development, and building long-term relationships with customers. The Branch Manager ensures the efficient day-to-day operations of the branch, including cash flow management, adherence to internal policies. Additionally, the Branch Manager plays a critical role in delivering exceptional customer experiences by maintaining high service standards and ensuring the branch operates smoothly and effectively.
 
 
 
 
 
 
 Principal Accountabilities
 
 :
 
 
 
 Operational Oversight
 
 :
 
 
 The Branch Manager is responsible for overseeing daily branch operations to ensure compliance with policies and procedures. This includes monitoring staff performance and work flaw to optimize efficiency and service delivery. They ensure that the branch is equipped with adequate resources, such as cash and materials, to meet operational demands. Additionally, they address and resolve operational challenges promptly to minimize disruptions and maintain seamless operations.
 
 
 
 
 
 
 Sales and Business Development
 
 :
 
 
 The Branch Manager develops and implements sales strategies to achieve branch targets and grow the customer base. They identify opportunities for cross-selling and up-selling bank products and services (including Islamic banking products and services), working closely with Head of Branch Banking and product teams to run localized campaigns and promotions. Building partnership with local business is also a key responsibility to expand the branch market reach and drive business growth.
 
 
 
 
 
 
 Customer Relationship Management:
 
 
 
 Maintaining and growing relationships with key customers in critical function of the Branch Manager. They ensure customer needs are met effectively, conduct regular feedback sessions to improve products and services, and manage escalated customer complaints to ensure satisfactory resolution. Furthermore, they need to enhance customer retention and long-term engagement.
 
 
 
 
 
 
 Team Leadership and Development
 
 :
 
 
 The Branch Manager leads, inspires, and motivates the branch team to achieve sales and operational goals. They conduct regular performance review, providing constructive feedback and recognition to staff. Identifying skill gaps the manager coordinates training sessions to enhance team competencies. They also foster a positive work environment to encourage collaboration, productivity, and staff engagement.
 
 
 
 
 
 
 Financial Management:
 
 
 
 Managing branch budgets is a key accountability, ensuring efficient cost management and resource allocation. The Branch Manager oversees cash flow management, including deposits, withdrawals, and cash replenishment, and review financial reports to track branch profitability and performance. They ensure adherence to financial policies, minimizing errors and discrepancies in all transactions and processes.
 
 
 
 
 
 
 Risk and Compliance Management
 
 :
 
 
 The Branch Manager enforces adherence to regulatory requirements and internal compliance policies. They conduct regular reviews to identify and medicate risks in branch operation. Proper documentation for all transactions and customer interactions is ensured, and the manager trains staff on compliance guidelines, including KYC, AML, and fraud prevention. Compliance and Adherence to Consumer Protection Regulation and Standards:
 
 <ul>
 <li>
 Ensure that CPR guidelines are being followed 100% at all times. Any breach identified is reported to Head of Consumer Protection immediately.
 </li>
 <li>
 Ensure all trainings related to CPR are completed. This also includes Islamic banking &amp; Sharia training.
 </li>
 <li>
 Ensure adherence to the guideline for people of determination and vulnerable people.
 </li>
 <li>
 Ensure customer complaints are logged and resolved on timely basis.
 </li>
 </ul>
 
 
 
 
 
 Strategic Planning
 
 :
 
 
 The Branch Manager develops short and long-term strategies to drive branch growth and success. They review market trends, customer behavior, and competitor activity to adapt strategies accordingly. By setting performance goals aligned with corporate objectives, they monitor progress and make necessary adjustments to ensure targets are achieved.
 
 
 
 
 
 
 Quality Assurance
 
 :
 
 
 Ensuring high standards for customer service and operational performance is a primary responsibility. The Branch Manager implements initiatives to continuously improve service delivery and customer satisfaction. They review processes and workflows regularly to identify and address inefficiencies and ensure timely resolution of customer complaints to uphold the bank&rsquo;s reputation.
 
 
 
 
 
 
 Security Management
 
 :
 
 
 The Branch Manager oversees branch security measures, safeguarding assets, cash, and staff. They ensure implementation and adherence to safety measures and emergency procedures. Conducting regular security reviews to identify errors and implement corrective action is a key responsibility. The Branch Manager also oversees relationships with security vendors, such as cash transport services.
 
 
 
 
 
 
 Technology Integration:
 
 
 
 Promoting digital banking services and educating customers on using online banking and mobile apps is an important function of the Branch Manager. They ensure that branch systems, such as ATM&rsquo;s and software, function effectively and liaise with IT teams to resolve technical issues promptly. Additionally, they advocate for adopting new technologies to improve branch efficiency and enhance the customer experience.
 
 
 
 
 
 
 Job Requirements (Qualification/Experience)
 
 :
 
 <ul>
 <li>
 Bachelor degree in Business, Finance or related field.
 </li>
 <li>
 Minimum 5 years in banking with at least 2 years in a leadership role
 </li>
 </ul>
 
 
</div>

Branch Manager, Branch Banking - Dubai - Retail Banking (Emirati Talent)

Quick Group

We are seeking a dedicated and proactive Supermarket Assistant Manager to join our supermarket division. The Supermarket Assistant Manager will support the Supermarket Manager in overseeing daily operations, ensuring excellent customer service, managing staff, and maintaining store standards. The ideal candidate will have strong leadership skills, a customer-focused approach, and experience in retail management.Key Responsibilities:<ul><li>Operational Management:</li><li>Assist in managing daily supermarket operations, ensuring efficiency and productivity.</li><li>Oversee inventory management, including ordering, stocking, and inventory control.</li><li>Ensure the store is clean, well-organized, and meets health and safety standards.</li><li>Handle customer complaints and inquiries in a professional and timely manner.</li><li>Staff Management:</li><li>Supervise and support store staff, including scheduling, training, and performance evaluations.</li><li>Foster a positive and collaborative work environment.</li><li>Assist in recruiting, hiring, and onboarding new employees.</li><li>Ensure staff adhere to company policies and procedures.</li><li>Sales and Customer Service:</li><li>Monitor sales performance and implement strategies to achieve sales targets.</li><li>Ensure excellent customer service is provided at all times.</li><li>Develop and maintain strong relationships with customers.</li><li>Implement promotions and merchandising strategies to enhance sales.</li><li>Compliance and Reporting:</li><li>Ensure compliance with all company policies, procedures, and regulations.</li><li>Prepare and submit reports on sales, inventory, and staff performance.</li><li>Assist in conducting audits and ensuring compliance with health and safety regulations.</li><li>Marketing and Promotions:</li><li>Assist in planning and executing in-store promotions and events.</li><li>Ensure promotional materials are displayed effectively.</li><li>Collaborate with the marketing team to implement marketing strategies.</li><li>Problem Solving and Decision Making:</li><li>Address operational issues and provide solutions in a timely manner.</li><li>Make decisions in the absence of the Supermarket Manager.</li><li>Handle emergencies and unexpected situations effectively.</li><li>Collaboration:</li><li>Work closely with the Supermarket Manager and other department managers to ensure smooth operations.</li></ul>Job Type: Full-timePay: Up to AED3,000.00 per monthWork Location: In person

Assistant Manager - SUPERMARKET

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