Customer Service Assistant I Real Estate I DFC Mall

Job Description

Customer Service Assistant I Real Estate I DFC Mall

Date: 1 Sept 2025
Location: Dubai, AE
Company: Al Futtaim Private Company LLC
Job Requisition ID: 171348

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail, and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia, and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Groups entrepreneurship and relentless customer focus enable the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration, and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview of the role:

To provide exceptional front-line customer service that enhances the shopping experience for all visitors to the retail center. The role involves welcoming guests, addressing inquiries and concerns, offering accurate information about the malls services, stores, and promotions, and ensuring that all customer interactions reflect the mall's commitment to service excellence. The customer service staff also supports daily operations by coordinating with internal teams and tenants, contributing to a safe, friendly, and customer-focused environment.

What you will do: Responsible for:

Customer Service:
Responsible for delivering exceptional customer service to all visitors, with sensitivity to cultural differences and an understanding of diverse customer expectations.

Site Knowledge:
Responsible for developing an in-depth understanding of the retail center to assist with any customer queries.

Mall Collaterals:
Responsible for maintaining adequate stock of mall collaterals.

Resolution of Problem:
Responsible for proactively resolving customer complaints/issues within the delegated level of authority.

Coordination:
Coordinate with other departments within the mall, with respect to any issues relevant to these areas.

Sales:
Provide Gift Card and Business Service Support.

Management Support:
Provide support to the inter-departments at DFCM so as to provide management front-line data to understand public opinion, gauge visitor experience, or make business and marketing decisions.

Emergency Aid and Response Team Member:
Provide basic level first aid services and emergency assistance to the customer.

Job Context:

This role is responsible for delivering a high standard of customer service in a professional, courteous, and efficient manner, reflecting the company's commitment to excellence within the shopping center industry. As the face of Dubai Festival City Mall, the Customer Service staff will handle all visitor inquiries and assistance with a friendly and solution-oriented approach. The role requires strict adherence to the Customer Service Guidelines and full compliance with all HR policies and procedures.

Required skills to be successful: Job-Specific Skills:

• Customer Service Excellence
• Verbal and written communication
• Problem Solving and Complaint Handling
• Willing to work on weekends, official holidays, and outside the official working hours
• POS & Gift Card Handling
• Team Collaboration

Behavioural Competencies:

• Friendly, approachable, honest, and trustworthy
• Adaptation and Flexibility
• Emotional Resilience
• Cultural Sensitivity
• Proactive, punctual, and reliable
• Positive, cheerful mentality and open to work attitude

What equips you for the role: Minimum Qualifications and Knowledge:

• Graduation in any degree
• Fluent in English; preferably in Arabic or any other language would be an advantage

Minimum Experience:

• 2 years relevant customer service experience in a shopping center or hospitality background, with a preference for front-desk.

About Al-Futtaim Group Real Estate

The real estate development and operations arm of Al-Futtaim, Al-Futtaim Group Real Estate is responsible for a multi-billion-dollar portfolio across MENA. With high-quality residential, business, retail, tourism, educational, and healthcare developments, the master developer caters to the diverse needs of cities and communities in the region. From origination, conception, development, sales, procurement, and construction of mega-projects to the leasing, operation, and management of these projects after completion, Al-Futtaim Group Real Estate (AFGRE) has been developing and managing owned landbanks, unlocking the economic potential of the region and contributing to future development for more than 40 years.

Our focus is to enable and invest in meaningful relationships to make our properties the best places to live and work, build additional products and services, and enable partnerships to create true value for our customers throughout their entire experience with us. AFGRE is responsible for master planning all projects in its portfolio, including two large-scale mixed-use destinations: Dubai Festival City and Cairo Festival City.

---