About Al-FuttaimEstablished in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world’s most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations.Overview Of The Role: The role of the Customer Service Assistant at Al-Futtaim Group is to efficiently manage the customer service desk at Dubai Festival Plaza, handling customer issues, queries, and problems professionally and courteously. The main aim is to achieve service standards and enhance the visitor experience to the mall. The assistant serves as a point of contact for the mall and is responsible for reflecting the company's reputation positively in the shopping center industry. They are expected to abide by customer service guidelines and company HR policies. What You Will Do: Customer Service  Provide high standards of customer service to visitors, considering cultural sensitivities and varying expectations.Answer questions related to store locations, mall services, operating hours, promotions, and marketing events.Conduct daily walks as part of the shift to stay updated on mall/store changes.Offer solutions to customer complaints and resolve issues in a professional and timely manner.Maintain a positive and approachable attitude to create a welcoming atmosphere for customers and staff.Work closely with the customer service team to ensure smooth department operations.Provide concierge-style assistance, including offering directions and coordinating mall services (e.g., lost and found, stroller, wheelchair).Assist and support with the sales of mall gift cards, promote mall promotions and events.Collect and record customer feedback daily to improve services and customer satisfaction.Provide suggestions to the management based on customer insights.Coordinate and work closely with internal departments, mainly security and operations.Support the marketing department during events, including on-ground coordination and managing coupon distribution.Provide basic first aid and emergency assistance to mall customers if required.  Site Knowledge  

Proactively resolve customer complaints/issues within the delegated authority level.