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Customer Service Associate

Job Details

Hiring Organization Majid Al Futtaim Group
Post Name Customer Service Associate
Qualification Secondary school graduate or equivalent.
Industry  Private
Employment Type  Full Time
Work Hours  8 Hours
Salary AED 5000 Per Month
Location   Dubai, United Arab Emirates 00000

Job Purpose:

  • Guarantee excellent guest satisfaction, by providing an exciting, professional, and enjoyable experience and monitoring the orderly operation of the store’s equipment in a clean and safe environment.

Job Details – Key Responsibilities and Accountabilities:

  • Carries out the daily walk-through to identify faults, breakdowns, and equipment deficiencies for all the store assets (games, rides, points of sale…etc) and reports any issues to the Manager on duty and/or the relevant Technician.
  • Carries out small technical jobs (e.g. blocked tickets) and takes meter readings and reconciles tickets in machines when required.
  • Cleans the store machines and rides, and maintains the tidiness of the immediate work area to meet company standards.
  • Greets and facilitates guests on the floor by encouraging them to use all games and rides available in the facility by having a strong product knowledge of the FEC.
  • Stays updated on all promotions and offers, and advises customers on the best value-for-money transactions available that meet their specific requirements in turn maintaining a strong spend per transaction.
  • Proficient in using the company’s IT systems (including but not exhaustive to Embed, AX, and Bowling System) to a high standard.
  • Strong cash handling skills to ensure minimal cash variances
  • Issues and redeems goods according to relevant ticket value on the redemption counter.
  • Maintains excellent guest service at all times, handles all guest complaints promptly and professionally, and ensures immediate escalation to the Manager on duty as required.
  • Ensures that the Redemption Counter/merchandise items are presented accordingly as requested by the Area Manager/FEC Manager.
  • Monitors and carries out stock checks with the necessary controls.
  • Operates rides according to the Standard Operating Procedures (SOPs’) and Risk Assessments
  • Ensures that all guests use the Personal Protective Equipment (PPE) required for certain attractions in the correct manner.
  • Where necessary guarantees children are signed in and out of appropriate areas.
  • Completes all log entries in the log book on a daily basis as required.
  • Guarantees proper opening and closing of all rides, machines, and points of sales in the assigned area at the end and the start of the shift.
  • Adheres to all the company’s policies and procedures with regard to Health and Safety, grooming, code of conduct, working hours, and attendance.
  • Ensures that games, rides, and other company property in the store are moved in the correct manner, if required, to protect the company’s assets from damage.
  • Supervises and monitors stock movements from the store to Redemption and/or machines.
  • Acts as a Health and Safety Representative when and where required as per the Management instructions and carries out any other duty as and when required by the Store Management.
  • To protect own health, safety, and well-being and anyone or anything that may be affected by acts or omissions.
  • To actively report incidents and stop any work activity if their personal safety is at risk at any time.

The measure of Success – Illustrative KPIs:

  • Annual Individual Performance Appraisal
  • Cashier Overage and Shortages
  • Spend per Transactions as per FEC average
  • Guest Feedback (NPS)

Other Context (if applicable):

  • Assumes responsibility for all monies at the assigned workstation including the cashier’s float.
  • A weekly schedule is made to serve the best operational practice, it may change within 24 hours due to operational needs, Reviewing the weekly schedule on a daily basis is important.
  • Ensure the annual leave plan is not conflicting with public holidays and peak seasons.

Personal Characteristics and Required Background:

Skillset (job-specific technical skills and behavioral competencies needed)

  • Able to follow verbal and written communications and communicate effectively with the public and coworkers in a professional and courteous manner.
  • Fluent English speaker. Arabic, Hindi, or Urdu are an advantage.
  • Maintain a high standard of cleanliness and appearance without instruction.
  • Should be pleasant, presentable, helpful, and able to communicate well with people of all ages

Minimum experience

  • Experience in the cash handling & customer service field is preferred.
  • Must be able to explain and enforce operating policies and procedures.

Minimum Qualifications/education

  • Secondary school graduate or equivalent.

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