Customer Service Associate - Bakery | Retail | Marks & Spencer | Dubai, UAE

About Al-Futtaim Group

Founded in the 1930s, Al-Futtaim Group is a diversified and forward-thinking private conglomerate headquartered in Dubai. Operating across automotive, financial services, real estate, retail, and healthcare sectors, it employs over 35,000 people in more than 20 countries across the Middle East, Asia, and Africa. The group collaborates with over 200 of the world's leading brands, continuously growing by adapting to customer needs and valuing respect, excellence, collaboration, and integrity.

Role Overview

The Customer Service Associate within the Bakery department at Marks & Spencer plays a vital role in delivering an exceptional shopping experience. Responsibilities include serving customers, ensuring the quality and presentation of baked goods, maintaining hygiene standards, and enhancing sales via proficient product knowledge and service excellence. The role requires working closely with the M&S Food team to maintain a welcoming environment and uphold operational and sales targets.

Key Responsibilities

• Provide warm, professional assistance to customers, addressing inquiries and resolving complaints efficiently.
• Offer detailed information about bakery products, including ingredients, allergens, and serving tips.
• Prepare, package, label, and replenish bakery items following company guidelines.
• Ensure bakery displays remain well-stocked, fresh, and visually attractive throughout the day.
• Manage stock by monitoring freshness, expiry dates, and following FIFO to reduce waste.
• Maintain highly organized and appealing product presentation in line with merchandising standards.
• Keep the bakery department clean, safe, and aligned with health and safety regulations.
• Support promotional and seasonal merchandising initiatives.
• Handle deliveries, perform stock checks, and assist with inventory management.
• Promote bakery products through upselling and cross-selling tactics to boost sales.
• Operate cash registers accurately, process transactions, and uphold cash handling procedures.
• Adhere strictly to food safety, HACCP, and municipal health regulations.

Required Skills & Qualifications

• Excellent communication and customer service abilities focused on positive interactions.
• Strong interest in food retail with knowledge of bakery products and food presentation.
• Effective selling skills including upselling and cross-selling techniques.
• Familiarity with food safety and hygiene best practices.
• Attention to detail and strong organizational capabilities.
• Ability to work efficiently in a dynamic retail environment and handle cash transactions using POS systems.
• Team player with a cooperative and positive approach.
• High School Diploma or equivalent; hospitality or food industry qualifications are advantageous.
• Between 1 to 3 years of experience in bakery, café, food retail, supermarket, or hospitality settings, especially in customer-facing roles.
• Flexible availability to work shifts, weekends, and holidays.
• Proficiency in English; knowledge of Arabic is a plus.

About Al-Futtaim Retail

Al-Futtaim Retail is a key player in the retail sector of the Middle East, Africa, and Asia, representing prestigious brands such as IKEA, ACE, Toys R Us, Zara, Mango, and Marks & Spencer. With over 75 stores in the region and a workforce of more than 100 nationalities, the group prides itself on fostering a diverse and talented team committed to innovation and customer satisfaction.