Customer Service Agent

About the role

The Customer Service Agent ensures smooth and efficient operation at the Customer Service (CS) Desk of a Dubai mall, delivering prompt and accurate assistance to visitors and stakeholders while maintaining high standards of service and professionalism.

Key responsibilities

• Handle general inquiries, telephone calls and face‑to‑face interactions at the CS Desk.
• Maintain up‑to‑date product knowledge of the property, its facilities and the city of Dubai.
• Record service requests, complaints and feedback, and communicate relevant information to the Team Leader, Supervisor and Manager.
• Process cash transactions, prepare shift banking, and ensure secure deposit of monies according to company policies.
• Assist fellow staff during busy periods and support meet‑and‑greet duties for tours, schools and groups.
• Promote and sell mall promotions, value‑added services (gift‑wrapping, stroller rental, wheelchair loans, childcare, etc.) and ensure accurate inventory and accounting.
• Monitor and report media enquiries, supplier shortages, equipment faults and cleanliness of the CS Desk and surrounding areas.

Required profile

• Strong knowledge of the mall’s facilities and Dubai’s attractions.
• Excellent communication skills for handling inquiries and complaints.
• Ability to manage cash, perform shift banking and follow accounting procedures.
• Attention to detail for inventory control and record keeping.
• Team‑oriented attitude with willingness to assist colleagues.

Required skills