Customer Service Officer - Mall Information

Context

The Customer Service Officer - Mall Information supports the daily operation of customer service information desks across shopping centre assets. The position requires strong knowledge of stores, facilities, amenities, promotions, and mall layouts so visitors receive accurate and timely assistance. By combining clear communication, complaint handling, payment accuracy, and service awareness, the role helps strengthen customer satisfaction and the overall shopping destination experience.

Key Responsibilities

* Maintain current knowledge of shopping centre stores, locations, services, amenities, facilities, and mall layouts.
* Stay informed about ongoing and upcoming promotions, events, campaigns, and customer activities across the operating asset.
* Support the smooth daily operation of the Customer Service Information Desk under the guidance of supervisors and team leaders.
* Follow established customer service processes, procedures, and service standards during all interactions.
* Provide visitors with clear directions to stores, facilities, parking areas, services, and other mall destinations.
* Respond professionally to customer inquiries received in person or by telephone.
* Explain promotional activities, upcoming events, customer programs, and available mall services accurately.
* Assist with shopping centre-specific customer service duties assigned during daily operations.
* Receive customer complaints with courtesy and professionalism and work toward appropriate resolution.
* Apply established complaint-handling procedures and escalate cases when required.
* Ensure complaints are managed within agreed Service Level Agreements and relevant customer service guidelines.
* Maintain clear communication with customers while complaints or service requests are being resolved.
* Execute the Gift Card program within the assigned shopping centre in accordance with approved procedures.
* Process payments related to Gift Card activities accurately and maintain compliance with prescribed payment-handling controls.
* Protect transaction integrity by following established cash and payment procedures.
* Coordinate with colleagues and relevant mall teams when customer requests require operational assistance.
* Maintain a welcoming, organized, and professional information desk environment throughout operating hours.

Ideal Profile

* High school diploma or equivalent qualification.
* Minimum 2+ years of experience in a customer service position.
* Previous experience within a reputable shopping centre or luxury hotel environment in the GCC or internationally is preferred.
* Strong customer-facing communication skills and a professional service approach.
* Able to provide accurate directions and information in a busy shopping destination.
* Comfortable handling customer complaints while remaining calm, courteous, and solution focused.
* Able to follow detailed service procedures and escalation protocols.
* Strong attention to accuracy when handling payments and Gift Card transactions.
* Capable of learning and retaining detailed information about stores, services, facilities, promotions, and mall layouts.
* Reliable in working under the direction of supervisors while independently handling routine customer inquiries.
* Strong interpersonal skills for engaging with visitors from diverse cultural backgrounds.
* Able to maintain service quality during peak shopping periods and high customer volumes.

Skills Set

* Customer service
* Shopping centre operations
* Information desk operations
* Visitor assistance
* Customer inquiry handling
* Complaint resolution
* Service Level Agreements
* Customer communication
* Mall navigation assistance
* Store location guidance
* Promotional event information
* Gift Card operations
* Payment handling
* Customer service procedures
* Complaint escalation
* Telephone inquiries
* Front desk service
* Customer satisfaction
* Visitor engagement
* Retail destination knowledge
* Service recovery
* Transaction accuracy
* Shopping mall customer support

Why Join Us

This role offers direct exposure to customer experience operations within a major Commercial Real Estate environment where visitor satisfaction, service quality, and destination knowledge are essential every day. Working within Majid Al Futtaim shopping centres provides valuable experience in customer relations, mall operations, complaint management, and service delivery while creating opportunities to build a longer-term career within retail property and destination management.

About the Company

Majid Al Futtaim develops and operates major shopping destinations, retail businesses, communities, and entertainment experiences across the Middle East, North Africa, and Central Asia. Its shopping centres serve large volumes of local and international visitors, supported by customer service teams that help ensure convenient, welcoming, and professionally managed destination experiences.