About the Role: Responsibilities, Skills, and Requirements
Join Our Customer Service Team at Deerfields Mall — We're Hiring 3 Customer Service Representatives
Ever imagined yourself as the friendly face someone remembers after a great day of shopping? At Deerfields Mall in Abu Dhabi, our Customer Service Representatives are exactly that — the heartbeat of the guest experience. We're looking for 3 Female Customer Service Representatives to join our front-line team, and if you speak fluent Arabic, love working with people, and thrive in a lively, fast-paced environment, this role might be the perfect fit for you. This isn't just a desk job — it's a chance to be the go-to person guests trust when they need help, directions, or simply a warm welcome.
About the Company
Deerfields Mall is more than just a shopping destination — it's a community hub in the heart of Abu Dhabi where families, friends, and visitors come together. Our team culture is built on genuine hospitality, teamwork, and a shared pride in making every guest feel valued. We're a close-knit group that supports each other through busy weekends and festive seasons alike, and we believe that a happy team creates happy guests. If you've ever walked into a place and felt instantly at ease, that's the feeling we work hard to create every single day.
What You'll Be Doing
- Be the first point of contact for guests — greeting them warmly, answering questions, and helping them navigate the mall with ease
- Handle customer inquiries, feedback, and complaints with patience, professionalism, and a genuine desire to resolve issues
- Provide information about mall services, promotions, store locations, and events happening across the property
- Support mall operations during peak hours, seasonal campaigns, and special events — because no two days look the same here
- Coordinate with different departments and retail staff to make sure guest concerns don't fall through the cracks
- Maintain a polished, professional presence at all times, whether you're at the information desk or walking the floor
What You'll Bring
Must-Haves:
- Fluent Arabic is mandatory — you'll be communicating with a diverse Arabic-speaking community every day
- A good command of English to support our international guests and internal communication
- Strong communication and customer-handling skills — you know how to listen, empathize, and respond
- A professional and presentable demeanor that reflects the standards of Deerfields Mall
- A customer-focused mindset and the ability to stay calm and helpful in a busy mall environment
- Flexibility to work rotational shifts, including weekends and public holidays
Nice-to-Haves:
- Previous experience in retail, hospitality, or mall-based customer service
- Familiarity with Abu Dhabi's shopping and entertainment landscape
Not sure you tick every box? We'd still love to hear from you — attitude and willingness to learn often matter more than a perfect résumé.
Why You'll Love Working Here
- Be part of a respected Abu Dhabi destination — Deerfields Mall is a name people know and trust
- Rotational shifts that help you balance work with life outside the mall
- A supportive, multicultural team that feels more like family than colleagues
- Real opportunities to grow — many of our team members have moved into supervisory and guest-experience roles
- A dynamic environment where every shift brings something new, from festive seasons to community events
- On-site role at Deerfields Mall — no long commutes to an office park; you're right where the action is
At the end of the day, this is a role for someone who genuinely enjoys people — someone who gets satisfaction from turning a frustrated shopper into a smiling one. If that sounds like you, we'd be delighted to welcome you to the team.
Common Interview Questions and Tips
To help you prepare and feel confident, here are some questions you might encounter during the interview process for this role.
- Walk me through how you'd handle a situation where a guest approaches you speaking only Arabic and is upset because they can't find a specific store — what does that interaction look like from start to finish?
- Since this role requires you to move between the information desk and walking the mall floor, how do you stay approachable and visible to guests in both settings?
- Deerfields Mall hosts seasonal campaigns and special events that bring heavy foot traffic. How would you prioritize your tasks when multiple guests need help at the same time during a peak weekend?
- What's your process for handling a complaint you can't resolve on your own — for example, a guest who's frustrated about a promotion that a specific retailer isn't honoring?
- How comfortable are you using mall directories, announcement systems, or any customer service software to look up store information and log guest feedback?
- Can you describe a time when you had to deliver information you knew the customer wouldn't want to hear? How did you keep the interaction positive?
- Tell me about a moment when you turned an unhappy customer into a satisfied one. What specifically did you do, and what was the outcome?
- Imagine a guest is angry about something outside your control — say, a parking issue or a delayed event. How do you keep your composure and still make them feel heard?
- This team works rotational shifts, including weekends and public holidays. How do you feel about that schedule, and how have you managed similar commitments in the past?
- Give me an example of a time you had to coordinate with someone from another department or team to solve a problem. How did you make sure nothing got lost in the handoff?
- What draws you to working in a mall environment specifically, rather than a traditional office or call center setting?
- This role is all about genuine hospitality. What does "great customer service" mean to you personally, and how do you know when you've delivered it?
- Our team is close-knit and multicultural.