Customer Service Agent

Role Overview

This position is based at the customer service desk and focuses on delivering a smooth, efficient, and welcoming experience for visitors, stakeholders, and shoppers. The role requires strong product knowledge, especially of the property, its facilities, and Dubai city information, along with the ability to support day-to-day service operations and handle customer-facing transactions and enquiries.

Key Accountabilities

• Keep the customer service desk operating efficiently while meeting customer expectations consistently.
• Maintain up-to-date knowledge of the property, its amenities, and key information about Dubai.
• Respond to general questions from stakeholders and customers at the CS desk.
• Share customer feedback promptly with the Customer Service Team Leader, Supervisor, and Manager.
• Answer incoming telephone calls and assist with customer queries.
• Maintain accurate records of customer requests and complaints.
• Manage complaints in line with department policies and procedures.
• Complete shift banking at the end of each shift when cashiering has taken place, ensuring all transactions are correct, balanced, and recorded properly, and that cash is securely deposited according to company procedures.
• Support colleagues in the customer service team when required.
• Provide meet-and-greet support for tour groups, schools, and other visitor groups as needed.
• Share accurate details about ongoing promotions and follow the required processes for them.
• Promote, sell, and upsell Dubai holding malls and complete the related procedures.
• Carry out service procedures for value-added offerings such as gift wrapping, stroller rental, wheelchair loans, lost and found, and childcare.
• Manage services sold at the CS desk, keep inventory levels accurate, and follow all accounting procedures while reporting discrepancies immediately.
• Support the Customer Service Team Leader/Supervisor with collecting information about in-store merchandise, sales, and promotional activities so staff remain informed.
• Work with the Customer Service Team Leader to keep mall directories current and escalate any inconsistencies.
• Review media enquiries and direct them to the appropriate Palm Jumeirah Malls colleague or department.
• Immediately report supplier shortages, faulty equipment, or similar issues to the direct supervisor.
• Help monitor bathrooms, common areas, and signage so the centre always presents well, and escalate any concerns without delay.
• Ensure brochure racks remain neat, organised, and fully stocked at all times.
• Keep the customer service desk clean and orderly throughout the shift.

Additional Information

This role is centered on front-line mall/customer service operations and includes administrative handling, visitor assistance, cash handling, service sales, inventory tracking, operational reporting, and upkeep of the customer service area.