Customer Service Officer

About the Company

Majid Al Futtaim Holding is a major regional business group operating shopping malls, retail, communities, and entertainment across the Middle East, North Africa, and Central Asia. The organisation employs more than 48,000 people, generates revenues of over US$ 11 billion, and has a footprint in 18 countries. Its well-known brands include Mall of the Emirates, Carrefour, All Saints, Lego, City Centre, Abercrombie & Fitch, and VOX Cinemas. The company’s purpose is to create great moments for everyone, every day.

Role Overview

This position is for a Customer Service Officer working on-ground within Majid Al Futtaim Entertainment operations. The role is focused on delivering excellent food and beverage service to VOX Cinemas guests and making sure every visitor enjoys a welcoming, high-quality cinema experience.

Key Responsibilities

• Receive guests in a warm and approachable manner so they feel welcomed from the moment they arrive.
• Support customers with ticket buying, seat choice, and promotional offers at the counter or self-service kiosks.
• Process cash, card, and digital payments accurately through the POS system.
• Share clear information about movie timings, cinema services, loyalty benefits, and current promotions.
• Encourage add-on sales such as tickets, combo packages, and retail products to help increase revenue.
• Handle questions, feedback, and complaints in a professional way that supports a positive guest experience.
• Keep the box office, lobby, and customer service areas tidy, organised, and visually presentable.
• Watch guest movement and help manage queues to reduce waiting time and delays.
• Work closely with cinema operations and food and beverage teams to ensure services run smoothly.
• Maintain accurate logs and reports for transactions, refunds, and other required records.
• Follow company rules related to hygiene, health and safety, and data protection.
• Assist teammates and other departments during busy periods, special events, and promotional activities.
• Represent VOX Cinemas and Majid Al Futtaim Entertainment service standards consistently.

Requirements

• At least 1 year of experience in food and beverage or hospitality; experience in cinemas or restaurants is preferred.
• Strong verbal communication and customer service abilities, with a courteous and professional approach.
• Comfort working in a high-pressure, fast-moving, guest-facing setting.
• Willingness to work rotating shifts, including evenings, weekends, and public holidays.
• Consistent compliance with hygiene, grooming, and uniform expectations.

What We Offer

• The opportunity to join a company focused on creating memorable experiences and spreading happiness.
• A friendly workplace where colleagues share positive energy and enthusiasm for the future.
• Exposure to a diverse team of more than 45,000 talented people guided by a leadership model.

Additional Information

Majid Al Futtaim highlights its 27-year track record as a regional market leader. The role is based in Dubai, United Arab Emirates, and is a full-time onsite position.