Customer Service Agent

Role overview

This position is based in Dubai and focuses on delivering a seamless customer service experience at the customer service desk. The role supports day-to-day desk operations, helps ensure visitor expectations are consistently met, and requires strong product knowledge of the property, its facilities, and Dubai as a city.

Key accountabilities

• Keep the customer service desk running smoothly and efficiently while ensuring customers receive prompt, effective support.
• Build and maintain solid knowledge of the property, its services, and the city of Dubai to answer questions accurately.
• Respond to walk-in enquiries from customers and stakeholders at the desk.
• Share customer feedback with the Customer Service Team Leader, Supervisor, and Manager without delay.
• Handle incoming telephone enquiries related to the customer service desk.
• Maintain accurate records of customer requests and complaints.
• Resolve complaints in line with department policies and procedures.
• Complete end-of-shift banking when cash handling transactions have taken place, ensuring records are accurate, balanced, and properly documented, and that cash is deposited securely according to company procedures.
• Support other customer service colleagues during busy periods.
• Provide meet-and-greet support when required for tour groups, school visits, and similar centre activities.
• Explain current promotions to customers and follow the marketing team’s processes for sharing this information correctly.
• Promote, sell, and upsell Dubai holding malls products and services while following the required procedures.
• Manage value-added services such as gift wrapping, stroller rental, wheelchair loans, lost and found, and childcare services.
• Track items and services sold at the customer service desk, keep inventory levels accurate, follow accounting controls, and report any discrepancies immediately.
• Support the Customer Service Team Leader or Supervisor with collecting and sharing information about in-store merchandise, sales, and promotional activities so the team stays informed.
• Work with the Customer Service Team Leader to keep mall directories current and flag any inconsistencies to supervisors.
• Monitor media enquiries and direct them to the appropriate Palm Jumeirah Malls colleague or department.
• Escalate shortages, faulty equipment, and similar issues to the immediate supervisor as soon as they are identified.
• Help monitor bathrooms, common areas, and signage to ensure the centre presents well at all times, and report any concerns immediately.
• Keep brochure racks neat, orderly, and fully stocked.
• Maintain a clean and tidy customer service desk at all times.

Workplace details

This is a full-time onsite role in Dubai, United Arab Emirates. The job function is Customer Service and the company industry/sector is listed as Other.

Company note

The employer information available for this posting references TALENTMATE and also mentions the company website as dpworld.com. The posting content also includes a general platform disclaimer advising jobseekers to verify employer details independently and to avoid sharing money or banking information with anyone requesting it.

Disclaimer and safety note

Applicants should independently research the employer before proceeding. No payment should be made to any prospective employer, and personal or banking information should never be shared without proper verification. If fraud or malpractice is suspected, it should be reported through the appropriate channel.