ABOUT THE COMPANY

Dubai Hills Estate LLC operates as a real estate development company. The Company specializes in developing shopping malls, retail spaces, hotels and resorts, commercial properties, and entertainment plazas, as well as providing property leasing services.

Dubai Hills Mall offers a gross leasable area of over 2 million sq ft in Dubai and features a large number of retails outlets including an array of ‘fast fashion’ retail stores, restaurants, and cafes. The Mall will boast major family entertainment and leisure centers as well as cineplex, hypermarket etc.

ABOUT THE ROLE

We are seeking an enthusiastic and detail-oriented candidate to lead our Information Desk operations at Dubai Hills Mall. This role is essential in fostering a high level of customer satisfaction and requires exceptional communication skills, strong leadership abilities, and a commitment to service excellence. The ideal candidate will guide the customer service team, ensuring they provide accurate information and assistance while upholding our high standards of service.

PERFORMANCE DRIVEN CULTURE: WHAT WILL YOU BE MEASURED AGAINST

• Team Leadership: Train, coach, and mentor customer service representatives to enhance their skills and performance, fostering a supportive and collaborative work environment.
• Performance Evaluation: Regularly assess team performance through evaluations, providing constructive feedback and setting development goals to improve service delivery.
• Operations Management: Oversee day-to-day operations of the Customer Service Information Desk, ensuring efficient service and adherence to operational protocols under the guidance of the Customer Service Manager.
• Customer Assistance: Assist visitors by providing clear directions and information about mall amenities, events, and promotions, both in person and over the phone.
• Customer Experience: Maintain a positive, polite, and professional demeanor to ensure memorable experiences for all customers.
• Complaint Resolution: Address routine customer complaints and inquiries with professionalism and courtesy, working towards quick and effective resolutions.
• Inventory Management: Oversee the management of merchandise and services at the booth, maintaining accurate inventory levels and ensuring compliance with finance procedures.
• Sales Achievement: Drive the achievement of Emaar Gift Card sales and Shop & Drop Transactions, ensuring strict adherence to guidelines.
• Service Facilitation: Assist customers with various services, including Wheelchairs, stroller rentals, power bank, shuttle bus, loyalty programs, and Lost and Found enquiries.
• Cleanliness Standards: Ensure the mall maintains high cleanliness standards, reporting any issues to the Customer Service Manager for prompt resolution.
• Marketing Support: Collaborate with the marketing team to facilitate mall promotions and actively promote these activities to customers.
• Data Management: Maintain up-to-date in-mall directories and tenant contact information, providing periodic reports to customer service manager.
• Compliance: Ensure compliance with the company’s Code of Conduct, departmental policies, and HR procedures at all times.

WHAT YOU WILL NEED TO SUCCEED

• Minimum Bachelor's degree or equivalent.
• 2-3 years of experience in a position of customer service team leader or a supervisor, preferably in a shopping center or hotel industry within the GCC
• Language Skills: Proficiency in English and Arabic; knowledge of additional languages is a plus.
• Strong customer service orientation with a pleasant personality.
• Ability to work flexible shifts.

If you are passionate about customer service and ready to lead a dynamic team, we invite you to apply for the position at Dubai Hills Mall. Join us in creating unforgettable experiences for our customers!