Customer Relations Specialist

As a Customer Relations Specialist, you will be the face of Avenue 95 Al Marasem, responsible for delivering an exceptional customer experience across all touchpoints within the mall. You will ensure that all visitors, tenants, and stakeholders receive professional, prompt, and courteous service aligned with the mall's brand standards.

Your role involves maintaining a visible presence on the mall floor, handling customer enquiries and complaints, coordinating with operational teams, and supporting a smooth and welcoming environment for all guests.

Your responsibilities will encompass the following key areas:

Customer Experience:

· Welcome visitors and provide directions, information, and wayfinding support throughout the mall.

· Handle customer enquiries, complaints, and requests professionally, ensuring timely resolution.

· Maintain a friendly, approachable presence at information desks and service areas.

· Collect and log customer feedback and prepare daily summaries for management.

Operations & Coordination:

· Record all customer interactions, complaints, and service requests in the system.

· Coordinate with security, housekeeping, and maintenance teams to resolve issues بسرعة وكفاءة.

· Support crowd control and queue management during peak hours and events.

· Assist during emergencies including evacuations, first aid coordination, and incident handling.

Tenant Support:

· Communicate customer feedback to tenants to support service consistency.

· Assist in coordinating with tenant staff when needed to resolve customer concerns.

· Support onboarding communication for new tenants when required.

Administrative Duties:

· Maintain accurate records of daily activities, incidents, and customer interactions.

· Assist in preparing customer service reports and performance summaries.

· Follow all company policies, grooming standards, and code of conduct.

To excel in this role, candidates should possess the following qualifications and attributes:

· 2–3 years of experience in customer service, preferably in retail, hospitality, or mall environments.

· Diploma or Bachelor's degree in Hospitality, Business, or a related field.

· Fluent in Arabic with good command of English (spoken and written).

· Professional appearance aligned with company standards.

· Strong communication and interpersonal skills with a customer-focused mindset.

· Ability to handle pressure, resolve issues, and manage difficult situations calmly.

· Basic computer skills and familiarity with customer service systems.

· Team player with the ability to work flexible shifts.

· Awareness of safety procedures and emergency response protocols.

Working Conditions:

· Shift-based role covering mall operating hours, including weekends and public holidays.

· Primarily floor-based role with extended standing periods.

· Fast-paced, high footfall retail environment.