Guest Service Associate|Customer Care Representative

Guest Service Associate|Customer Care Representative

Job Description

“Every single member of our organization adds a great value. Emaar is not a collection of talented individuals, but a team of great pooled talent.” – Mohamed Alabbar

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 to ensure high level of guest services to the guests of Emaar Malls in accordance with the established Emaar standards. Drive a greater guest satisfaction and must add value to the Guest Services Department.

WHAT YOU WILL NEED TO SUCCEED

0-2 years Customer/Guest Service experience gained preferably in a hospitality or retail environment
6 months of regional/local Customer/Guest Service experience gained preferably in a hospitality or retail environment
Diploma or Bachelors from a recognized University/College
Basic English Communication Skill required
Speaks other language ex: Arabic, Mandarin, Russian, Spanish, French – would be added advantage
Basic Computer Skills required
PERFORMANCE DRIVEN CULTURE; WHAT WILL YOU BE MEASURED AGAINST

Providing exceptional service, resulting in positive customer experience.
Welcome guests as they enter The Dubai Mall as per predefined Guest Services standard greeting.
Provides customers with high level of customer service to achieve guest satisfaction level via professionalism and timely response, product knowledge and willingness to help in accordance with define SLAs.
Accompanies VIP guests while carrying out The Dubai Mall standards in terms of professionalism and confidentiality.
Manage TDM hired items:
Ensures all transactions of TDM services are captured in the system.
Ensures all hired items are in proper physical working conditions.
Ensures the cleanliness of hired items.

Manage Emaar Gift Card:
Ensures EGC POS terminal in working condition.
Compliance with the set Terms & Conditions of EGC partners.
Enters and validates all necessary information of the purchaser as per Central Bank guidelines.
Ensures & validates a proper activation of EGC after successful cash/credit sale transactions.
Awareness of any ongoing/upcoming events/promotions, facilities within TDM, correspondences related to Guest Services to serve customers accurately.
Escalates customers’ feedbacks/concerns to Guest Service Supervisor.
Attend team meetings and proactively raise any suggestions for an added value to the department.
Ensures positive communication between Guest Services and other department.
Completes assigned tasks within given deadlines.
Adherence to The Dubai Mall Guest Services code of conduct, service charter and Health, Safety and Security procedures.

COMPETENCIES

Put Customer First
Drive for Results
Learning
Resilience
Adaptability

WHAT WE BELIEVE IN

At Emaar, our DNA lays the foundation for everything we do. It forms the base of how we serve our customers, how we speak with one another, and the way we move forward in every decision we make. In short, it is the essence of who we are and how we communicate.

Customer Focus

Customers are our number one priority. We take pride in delivering on our promises and above all we value the trust they place in us to deliver flawless products, services and experiences.

Ownership Mindset

No detail is too small, no challenge is too big and no ambition is too great. We drive efficiency and effectiveness into every corner of our business, so we are fit for the future and to compete.

Fast Paced

Speed is everything in business. We evolve and adapt quickly and have the willpower, skills, knowledge and passion needed to deliver extraordinary speed for our customers.

Talent and Tenacity

Our people are heroes, superhumans and warriors. We are a team of great pooled talent that dream big and act quickly, with high energy and positivity.

Adaptability

We keep up with the times, disrupting and challenging the status quo. We challenge conventional wisdom and ourselves, we expect the unexpected, and we develop products and services that reflect the future.