Customer Service Associate

Job Snapshot

Role: Customer Service Associate - Chilled Foods
Location: Dubai, United Arab Emirates
Industry: Retail
Function: Retail Customer Service
Experience: 1-3 years
Job Type: Full-time

Job Details

Country: United Arab Emirates
City: Dubai
Salary: 3500-5000 (Estimated range based on similar jobs; final offer confirmed by employer)

Context

The Customer Service Associate - Chilled Foods will support daily customer service and operational activities within the chilled department. The position combines product advice, shelf replenishment, temperature monitoring, stock rotation, merchandising, cleanliness, and inventory support. Careful handling of chilled products directly protects food quality, customer safety, stock availability, and department profitability. The associate will help reduce waste, maintain accurate displays, and ensure every customer receives reliable service and suitable product guidance.

Key Responsibilities

• Welcome customers and provide friendly, attentive, and professional assistance.
• Help shoppers locate chilled products and choose items suited to their needs.
• Explain ingredients, allergens, storage requirements, shelf life, pricing, and current promotions.
• Recommend complementary food items to improve the customer shopping experience.
• Respond to routine customer enquiries and resolve straightforward concerns promptly.
• Escalate complex complaints, food quality concerns, or service issues to the appropriate supervisor.
• Build positive customer relationships that encourage repeat visits and brand loyalty.
• Replenish chilled food products throughout trading hours to maintain strong availability.
• Arrange shelves, cabinets, and display areas according to Marks and Spencer merchandising standards.
• Follow planograms, promotional instructions, and seasonal display requirements.
• Front-face products and maintain clean, organized, and commercially appealing displays.
• Check product freshness, expiry dates, shelf life, packaging condition, and overall quality.
• Remove expired, damaged, leaking, incorrectly stored, or poor-quality products from sale immediately.
• Apply First In, First Out stock rotation to reduce waste and protect product freshness.
• Ensure shelf labels, prices, promotional signs, and product information remain accurate.
• Receive chilled deliveries and verify quantities, temperatures, condition, and product quality.
• Move delivered products quickly to the appropriate temperature-controlled storage or display location.
• Maintain cold chain integrity during receiving, storage, handling, replenishment, and merchandising.
• Monitor refrigerated cabinet and storage temperatures according to required schedules.
• Complete temperature records accurately and report abnormal readings without delay.
• Report refrigeration faults, equipment problems, or food safety concerns to the Department Manager.
• Follow food safety, HACCP, municipality, health, and workplace safety requirements.
• Keep refrigeration units, shelves, equipment, stock areas, and surrounding workspaces clean and sanitized.
• Assist with stock counts, inventory checks, product availability reviews, and discrepancy investigations.
• Report shortages, damaged goods, incorrect deliveries, and repeated product quality issues.
• Support shrinkage control through accurate handling, rotation, storage, and stock monitoring.
• Contribute to waste reduction by identifying products approaching expiry and following approved procedures.
• Promote chilled food products through appropriate upselling and cross-selling.
• Support new product launches, seasonal campaigns, tastings, and promotional activities.
• Work toward department sales, availability, customer satisfaction, and waste targets.
• Support checkout operations during busy periods when requested.
• Process cash, card, and digital transactions accurately using the point-of-sale system.
• Follow approved cash handling and transaction procedures.
• Maintain a clean, safe, and organized checkout area when assigned.
• Work collaboratively with department colleagues, stock teams, cashiers, supervisors, and store management.
• Assist with opening, closing, replenishment, cleaning, and shift handover activities.
• Lift, carry, and replenish products safely without damaging stock or compromising food quality.

Ideal Profile

• High School Diploma or equivalent qualification.
• Food retail, hospitality, grocery, or food safety training is advantageous.
• 1-3 years of experience in food retail, supermarkets, grocery operations, fresh food departments, or hospitality.
• Previous experience handling chilled, fresh, or perishable f