Customer Service Associate - Chilled Section

About Al-Futtaim Group and Retail

Al-Futtaim Group, founded in the 1930s, is a diversified and fast-growing privately held business based in Dubai, UAE. Operating across automotive, financial services, real estate, retail, and healthcare, it employs over 35,000 people in more than 20 countries across the Middle East, Asia, and Africa. Partnering with over 200 global brands, the group upholds values of respect, excellence, collaboration, and integrity to continuously serve and enrich the communities it operates in.

Al-Futtaim Retail is a prominent retail leader in the Middle East, Africa, and Asia, representing major global brands such as IKEA, ACE, Toys R Us, and Inditex Group brands including Zara and Mango. As a key partner of Marks & Spencer with over 75 stores across regions, it actively expands its portfolio and workforce with a diverse talent pool from over 100 nationalities.

Role Overview

The Customer Service Associate in the Chilled Section at Marks & Spencer is tasked with delivering an outstanding shopping experience by ensuring high standards of product quality, freshness, availability, and presentation within the chilled food department. This role involves daily operational support such as stock management, merchandising, and adherence to food safety standards, contributing to customer satisfaction and reducing waste.

Key Responsibilities

• Provide warm, professional assistance to customers, offer accurate product knowledge including ingredient and allergen details, and manage inquiries and complaints efficiently.
• Maintain fully stocked, visually appealing chilled food displays that comply with M&S merchandising guidelines and ensure product freshness through stock rotation and removal of unsuitable items.
• Keep refrigerated units and surrounding areas clean and organized, update pricing and promotional signage, and uphold store operational standards.
• Efficiently receive deliveries, verify product condition and quantity, and help with inventory control and waste minimization initiatives.
• Comply rigorously with food safety protocols including HACCP and health regulations, maintaining cold chain integrity and reporting any equipment issues promptly.
• Promote sales by upselling and cross-selling chilled food items, support new product launches and seasonal campaigns, and assist with checkout duties during busy periods as needed.

Qualifications and Skills Required

• High school diploma or equivalent; qualifications in food or hospitality fields preferred.
• Between 1 and 3 years of experience in food retail, supermarkets, fresh food handling, or hospitality, ideally with chilled products.
• Good knowledge of food safety, cold chain management, HACCP standards, and stock replenishment techniques.
• Strong interpersonal skills, customer-centric attitude, and effective communication in English; Arabic proficiency is a plus.
• Ability to work well in a team, manage detailed tasks, and handle physical demands of stock replenishment.
• Flexible to work varied shifts including weekends and public holidays.