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Administrator, Guest Relations

Date: 22-Jun-2022

Location: Dubai, AE

Company: Majid Al Futtaim

Role Description:

  • Division / Department: Shopping Malls
  • Reporting to: Supervisor - Customer Service
  • Level: officer

Role Purpose:

The role is more than just a standalone occupation, the role is a part of the sum, that make the entire customer journey an enhanced experience. The Role of a Customer Service Officer in Zeman Awwal is an important one that will help realize the aim of the project to ensure all the services and experiences are realized for the Customers and key stakeholders. Your role will be to ensure the delivery of smooth, efficient and consistent best practice of Customer Service standards, by handling walk-in customers throughout their entire journey and ensure their experience is unforgettable.

Role Details – Key Responsibilities and Accountabilities:

  • To ensure smooth and efficient operations at Zeman Awwal, providing all customers with an efficient service and ensuring that their expectations are constantly met.
  • To have a high level of product knowledge of Zeman Awwal, including all the products and facilities.
  • Keep records of customers’ service requests and complaints.
  • To ensure that the location is ready to welcome customers and coordinating with relevant operational teams to fix any issues that might arise.
  • Contribute to enhanced sales targets with thorough product knowledge, taking opportunities to up sell and cross sell.
  • Ensure awareness and understanding of product range and current instore promotion details, sharing the information with customers to encourage sales. 
  • To process sales transactions of the services and products sold at Zeman Awwal; maintaining accurate inventory levels and strictly following all related accounting procedures; report any discrepancies directly and immediately to the Team Leader or Supervisor.
  • To prepare shift closing at the end of each shift, ensuring all reports are tallying in balance and correctly recorded. Ensure all cash is securely deposited at the end of each shift according to the department’s processes and SOPs.
  • Handle customer complaints in accordance of the department policies and procedures.
  • Ensure media enquiries are acknowledged and referred to the appropriate MAFP colleague or department.


Qualifications & Experience


  • A minimum of high school degree, diploma or equivalent degree.
  • Proficiency in English language is a must (written & spoken).
  • Proficiency in Arabic language is a must (Emirati Dialect).
  • Proficiency in using Microsoft Office applications.


  • At least 1 year of customer service experience or in a customer-oriented role.