Customer Service Representative – Aldar Retail Management

We’re looking for a **Customer Service Representative** to join the team at **Al Hamra Mall** , representing **Aldar Retail Management** and delivering exceptional service to every guest. You’ll be the first point of contact for visitors — assisting with inquiries, supporting mall operations, and ensuring a smooth and enjoyable experience for all. **Key Responsibilities** **Guest Experience** * Greet and welcome all mall visitors warmly, providing signature guest experience. * Respond to inquiries about stores, events, promotions, and services with confidence and professionalism. * Guide guests with clear directions to stores, facilities, and amenities. * Handle customer feedback, questions, and complaints promptly and courteously, escalating when needed. * Manage lost and found procedures accurately and efficiently. * Handle phone and email communications from guests. * Offer assistance to guests with special needs to ensure a comfortable visit. **Operational Support** * Monitor mall areas, reporting safety or cleanliness concerns to management or security. * Coordinate with mall management and relevant departments to resolve guest issues efficiently. * Distribute promotional materials and inform guests about mall events and services. * Support CX activations and in\-mall promotional activities. * Manage petty cash and ensure accurate end\-of\-day reconciliations. **Retailer \& Tenant Relations** * Act as a liaison between mall management and retailers for service\-related matters. * Gather and relay tenant feedback or requests to the appropriate teams. **What Success Looks Like** * High guest satisfaction (NPS, CSAT, Mystery Shopper results). * Strong stakeholder engagement with retailers and mall management. * Consistent adherence to service standards and timely issue resolution. **Working Conditions** * Based at **Al Hamra Mall** , with daily interaction with guests and retailers. * Requires presence during mall operational hours, weekends, and key seasonal activations. * Rotational shifts, including weekends and holidays. **Qualifications \& Experience** * **3–5 years** of progressive experience in customer service, ideally within **shopping mall environments, retail, luxury service, or hospitality.** * Bachelor’s degree or diploma in **Business, Hospitality, or Marketing** . * **Fluent in English** (Arabic or other languages an advantage). * Professional appearance, warm personality, and strong communication skills. * Attention to detail, reliability, and a proactive, guest\-first attitude.