Role in Customer Service (Emiratization)

ABOUT THE COMPANY

Emaar Properties is one of the world’s most valuable and admired real estate development companies. With proven competencies in properties, shopping malls & retail and hospitality & leisure, Emaar shapes new lifestyles with a focus on design excellence, build quality and timely delivery.

Located in the heart of the prestigious Downtown Dubai, is The Dubai Mall, the world’s largest and most-visited retail and entertainment destination. With over 1,300 stores including 200 dining outlets, The Dubai Mall offers an unparalleled retail mix combined with world-class dining, entertainment and leisure attractions. The mall’s high-end precinct Fashion Avenue positions The Dubai Mall as the hub of luxury for the region.

ABOUT THE FUNCTION

This function is responsible for ensuring a high level of guest services to the guests of Emaar Malls in accordance with the established Emaar standards. Drive greater guest satisfaction and add value to the Guest Services Department.

WHAT YOU WILL NEED TO SUCCEED

1. 0-2 years Customer/Guest Service experience gained preferably in a hospitality or retail environment.
2. 6 months of regional/local Customer/Guest Service experience gained preferably in a hospitality or retail environment.
3. Diploma or Bachelors from a recognized University/College.
4. Basic English Communication Skill required.
5. Speaking other languages (e.g., Mandarin, Russian, Spanish, French) would be an added advantage.
6. Basic Computer Skills required.

PERFORMANCE DRIVEN CULTURE; WHAT WILL YOU BE MEASURED AGAINST

1. Providing exceptional service, resulting in a positive customer experience.
2. Welcoming guests as they enter The Dubai Mall as per predefined Guest Services standard greeting.
3. Providing customers with a high level of customer service to achieve guest satisfaction level via professionalism and timely response, product knowledge, and willingness to help in accordance with defined SLAs.
4. Accompanying VIP guests while carrying out The Dubai Mall standards in terms of professionalism and confidentiality.
5. Managing Emaar Gift Card:
1. Ensuring EGC POS terminal is in working condition.
2. Compliance with the set Terms & Conditions of EGC partners.
3. Entering and validating all necessary information of the purchaser as per Central Bank guidelines.
4. Ensuring & validating proper activation of EGC after successful cash/credit sale transactions.
6. Escalating customers’ feedback/concerns to Guest Service Supervisor.
7. Attending team meetings and proactively raising any suggestions for added value to the department.
8. Ensuring positive communication between Guest Services and other departments.
9. Completing assigned tasks within given deadlines.
10. Adherence to The Dubai Mall Guest Services code of conduct, service charter, and Health, Safety and Security procedures.