Customer Service Specialist - Food Counter

About Al-Futtaim Group

Established in the 1930s, Al-Futtaim Group has grown into a leading and diverse private conglomerate headquartered in Dubai, UAE. Operating across automotive, financial services, real estate, retail, and healthcare divisions, the Group employs over 35,000 people in more than 20 countries across the Middle East, Asia, and Africa. Partners with over 200 renowned global brands, it remains committed to innovation, customer focus, and expanding to meet evolving demands.

Role Overview

The Customer Service Specialist at the Food counter is tasked with providing outstanding customer interactions while driving sales performance. The role demands excellence in food presentation, adherence to hygiene and safety protocols, and operational support to create a welcoming shopping environment. The specialist must offer detailed product information, manage stock effectively, and ensure customer satisfaction at all times.

Key Responsibilities

• Offer a warm, professional, and engaging welcome to customers and assist with inquiries.
• Process orders quickly and accurately at the Food counter ensuring customer satisfaction.
• Demonstrate expert knowledge of products including ingredients, allergens, preparation methods, and ongoing promotions.
• Boost sales through upselling meal solutions, seasonal specials, and related products.
• Maintain fully stocked and visually appealing food displays and counters according to company standards.
• Continuously replenish items during shifts to guarantee availability.
• Monitor freshness, expiry, and quality based on M&S guidelines.
• Implement top-tier food hygiene, cleanliness, and safety practices following company policies and local regulations.
• Prepare, package, label, and present food items per operational standards.
• Operate point-of-sale systems accurately, handle payments, and promote loyalty programs.
• Keep food counters, preparation areas, and equipment clean and organized throughout the day.
• Assist with stock intake, inventory audits, waste reduction, and shrinkage management.
• Participate in promotional campaigns, product tastings, and special events.
• Comply fully with Food Safety, HACCP, Municipality, and Health & Safety regulations.
• Aim to surpass individual sales, service, and operational key performance indicators.
• Carry out other duties as assigned by Store Management.

Qualifications and Skills

• High School diploma required; qualifications in hospitality or food services advantageous.
• Between 2 to 4 years’ experience in Food Retail, café, bakery, deli, fresh food, or hospitality sectors.
• Previously served customers in food service or food counter environments.
• Familiarity with food hygiene principles, HACCP, and municipal regulations preferred.
• Competence in operating POS and handling cash transactions.
• Proven track record of meeting or exceeding sales and service goals.
• Strong communication abilities in English; Arabic language skills considered a plus.
• Friendly, service-oriented personality with excellent interpersonal skills.
• Availability for flexible scheduling, including weekends and public holidays.
• Capability to stand for extended times and perform physical tasks such as restocking.

Additional Information

Al-Futtaim Retail is a prominent player in retail markets across the Middle East, Africa, and Asia, representing world-famous brands including IKEA, ACE, Toys R Us, Zara, Mango, Bershka, and Marks and Spencer’s among others. The company prides itself on embracing a multicultural workforce exceeding 100 nationalities in 12 countries while constantly evolving with new brand introductions and market expansions. Joining Al-Futtaim Retail offers the opportunity to contribute meaningfully in a growing and dynamic environment.