Customer Service Officer - Mall Operations
Posted date [2026-09-24]
(ID: 52436)
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In our quest to create ‘great moments for everyone, everyday’, Majid Al Futtaim has enabled happiness in the lives of people from around the world. Find out more about who we are. |
Job Description and Requirements
Customer Service Officer - Mall OperationsJob Snapshot
Role: Customer Service Officer - Mall Operations
Location: Dubai, UAE
Industry: Commercial Real Estate
Function: Customer Support-Client Care
Experience: 2+ years of customer service experience
Job Type: Full Time
Position Overview
Majid Al Futtaim is hiring a Customer Service Officer in Dubai, UAE to support the delivery of its customer service program within an assigned shopping mall. The role focuses on maintaining service standards at the Customer Service Information Desk, assisting visitors with accurate mall information, resolving customer concerns, and supporting the effective operation of customer-facing services.
The position requires current knowledge of the mall\'s stores, facilities, services, layout, amenities, and promotional activities. The Customer Service Officer will work within established procedures and service levels while contributing to consistent customer service delivery and continual improvement.
Job Details
Country: UAE
City: Dubai
Industry: Commercial Real Estate
Function: Customer
Support-Client Care
Salary: Not disclosed
Gender: No Preference
Candidate Nationality: Not specified
Job Type: Full Time
Work Arrangement: On-site
Customer Service Responsibilities
* Maintain current knowledge of services, amenities, facilities, store locations, mall layout, and ongoing or upcoming promotional activities within the assigned shopping centre.
* Support the smooth day-to-day operation of the Customer Service Information Desk.
* Perform assigned duties under the direction and guidance of the Supervisor and Team Leader.
* Follow established customer service processes, policies, and operating procedures.
* Welcome and assist customers visiting the Information Desk.
* Provide clear directions and accurate information about stores, services, facilities, and other areas within the mall.
* Inform customers about ongoing and upcoming mall promotions, events, and activities.
* Respond professionally to customer inquiries received in person or by telephone.
* Perform other shopping mall customer service duties as assigned.
Customer Complaints and Service Standards
* Handle customer complaints with courtesy and professionalism.
* Resolve customer concerns in accordance with established customer service policies and procedures.
* Follow applicable service guidelines when responding to customer issues.
* Manage complaints within agreed service-level requirements.
* Contribute to maintaining and improving customer service standards across the assigned mall.
Gift Card and Payment Handling
The role supports execution of the Gift Card program within the assigned operating asset. Responsibilities include following prescribed procedures for Gift Card activities and ensuring that payment handling carried out by the Customer Service team complies with applicable policies and controls.
Requirements
* High school diploma or equivalent.
* 2+ years of work experience in a customer service role.
* Previous customer service experience within a reputable shopping centre or luxury hotel environment in the GCC or abroad.
* Ability to provide accurate information and clear directions to customers.
* Ability to handle inquiries and complaints professionally while following established procedures.
* Comfortable working in a customer-facing shopping mall environment.
What We Offer
Majid Al Futtaim provides the opportunity to work within a customer-focused environment where the role directly supports the visitor experience at its shopping malls. Employees work alongside a diverse workforce guided by the company\'s Leadership Model and its focus on creating memorable customer experiences.
About Majid Al Futtaim
Majid Al Futtaim operates across shopping malls, retail, communities, and entertainment in the Middle East, North Africa, and Central Asia. The group operates in 18 countries and employs more than 43,000 people. Its portfolio includes Mall of the Emirates, Carrefour, All Saints, LEGO, City Centre, Abercrombie and Fitch, and VOX Cinemas.
Salary: Not disclosed
Gender: No Preference
Candidate Nationality: Not specified
Job Type: Full Time
Work Arrangement: On-site
Customer Service Responsibilities
* Maintain current knowledge of services, amenities, facilities, store locations, mall layout, and ongoing or upcoming promotional activities within the assigned shopping centre.
* Support the smooth day-to-day operation of the Customer Service Information Desk.
* Perform assigned duties under the direction and guidance of the Supervisor and Team Leader.
* Follow established customer service processes, policies, and operating procedures.
* Welcome and assist customers visiting the Information Desk.
* Provide clear directions and accurate information about stores, services, facilities, and other areas within the mall.
* Inform customers about ongoing and upcoming mall promotions, events, and activities.
* Respond professionally to customer inquiries received in person or by telephone.
* Perform other shopping mall customer service duties as assigned.
Customer Complaints and Service Standards
* Handle customer complaints with courtesy and professionalism.
* Resolve customer concerns in accordance with established customer service policies and procedures.
* Follow applicable service guidelines when responding to customer issues.
* Manage complaints within agreed service-level requirements.
* Contribute to maintaining and improving customer service standards across the assigned mall.
Gift Card and Payment Handling
The role supports execution of the Gift Card program within the assigned operating asset. Responsibilities include following prescribed procedures for Gift Card activities and ensuring that payment handling carried out by the Customer Service team complies with applicable policies and controls.
Requirements
* High school diploma or equivalent.
* 2+ years of work experience in a customer service role.
* Previous customer service experience within a reputable shopping centre or luxury hotel environment in the GCC or abroad.
* Ability to provide accurate information and clear directions to customers.
* Ability to handle inquiries and complaints professionally while following established procedures.
* Comfortable working in a customer-facing shopping mall environment.
What We Offer
Majid Al Futtaim provides the opportunity to work within a customer-focused environment where the role directly supports the visitor experience at its shopping malls. Employees work alongside a diverse workforce guided by the company\'s Leadership Model and its focus on creating memorable customer experiences.
About Majid Al Futtaim
Majid Al Futtaim operates across shopping malls, retail, communities, and entertainment in the Middle East, North Africa, and Central Asia. The group operates in 18 countries and employs more than 43,000 people. Its portfolio includes Mall of the Emirates, Carrefour, All Saints, LEGO, City Centre, Abercrombie and Fitch, and VOX Cinemas.
