Customer Service Representative

Role Overview

Join Aldar Retail Management at Al Hamra Mall as a Customer Service Representative, where you will serve as the primary contact for all mall visitors. Your role focuses on delivering an outstanding guest experience by addressing inquiries, supporting daily mall operations, and ensuring all guests enjoy a seamless visit.

Key Duties

• Warmly welcome and greet every visitor, ensuring a signature level of hospitality.
• Confidently respond to questions concerning stores, events, special offers, and services.
• Provide clear directions to various locations such as stores and facilities within the mall.
• Handle customer feedback, concerns, and complaints promptly, escalating issues when necessary.
• Efficiently manage lost and found processes.
• Manage guest communications via phone and email professionally.
• Assist guests with special requirements to enhance their comfort.
• Monitor mall areas for safety and cleanliness, alerting management or security as needed.
• Collaborate with management and departments to promptly resolve guest concerns.
• Distribute marketing materials and inform guests about ongoing events and mall offerings.
• Support customer experience initiatives and promotional activities within the mall.
• Maintain petty cash records and perform accurate daily financial reconciliations.
• Facilitate communication with retailers by addressing their service-related needs and conveying tenant feedback.

Success Indicators

• Elevated levels of guest satisfaction measured through NPS, CSAT, and mystery shopper feedback.
• Effective cooperation with retailers and mall management stakeholders.
• Consistent adherence to Aldar’s service standards and quick resolution of issues.

Working Environment

• Stationed onsite at Al Hamra Mall with frequent engagement with guests and retail partners.
• Work schedule aligns with mall operational hours, including weekends and busy seasonal periods.
• Rotational shifts required, covering weekends and public holidays.

Qualifications and Experience

• Between 3 and 5 years of customer service experience, preferably in mall settings, retail, luxury services, or hospitality sectors.
• Educational background includes a bachelor’s degree or diploma in Business, Hospitality, or Marketing.
• Proficiency in English is essential; knowledge of Arabic or other languages is an added advantage.
• Professional demeanor paired with a friendly personality and strong interpersonal communication skills.
• Detail-oriented, dependable, and demonstrates a proactive approach with a guest-first mindset.