Customer Service Assistant – Mall Visitor Services

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 regular walkthroughs to stay updated on store changes and assist with directions, lost‑and‑found, stroller and wheelchair services.
• Resolve customer complaints promptly within delegated authority and record daily feedback for continuous improvement.
• Support internal departments such as security, operations and marketing, including event coordination and coupon distribution.
• Assist with sales of mall gift cards and promote mall promotions and events.

Required profile

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