Customer Service Assistant – Dubai Festival Plaza Mall

About the role

The Customer Service Assistant will manage the service desk at Dubai Festival Plaza Mall, handling visitor inquiries, complaints and providing concierge‑style assistance to enhance the overall mall experience.

Key responsibilities

• Provide high‑standard customer service, answering questions about store locations, mall services, operating hours, promotions and events.
• Conduct daily walkthroughs to stay updated on mall and store changes and offer directions, lost‑and‑found, stroller and wheelchair assistance.
• Resolve customer complaints promptly within delegated authority and record daily feedback for service improvement.
• Support sales of mall gift cards, promote mall promotions and events, and assist the marketing team during on‑ground events.
• Coordinate with internal departments such as security, operations and the marketing team to ensure smooth operations.
• Maintain in‑depth knowledge of the retail centre to provide accurate information and suggestions to management.

Required profile

• Graduation in any discipline.
• Fluency in English; Arabic preferred.
• 1‑3 years of customer service experience in a shopping centre or hospitality environment, preferably front‑desk.
• Ability to work flexible hours, including weekends, holidays and outside official working hours.
• Demonstrated behavioural competencies such as friendliness, honesty, reliability, proactivity and a positive attitude.