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.
