Customer Service Associate - Florist | Retail | M&S | UAE

The Customer Service Associate – Florist is responsible for delivering an exceptional customer experience while creating, maintaining, and presenting high-quality floral arrangements and fresh flower displays. The role supports day-to-day florist operations by ensuring flowers and plants are fresh, well cared for, beautifully merchandised, and available for customers in line with M&S standards. Working as part of the M&S team, you will help create a premium shopping experience by offering expert floral advice, preparing customer orders, maintaining attractive floral displays, and ensuring the florist area remains clean, organized, and visually inspiring. Success in this role is measured through customer satisfaction, quality and freshness of floral products, sales performance, waste control, and excellent store standards. What You Will Do Customer Service & Customer Experience • Deliver exceptional customer service by greeting and assisting customers in a friendly, professional, and engaging manner. • Provide customers with accurate advice on flower selection, arrangement options, plant care, freshness, pricing, and promotions. • Handle customer enquiries and resolve basic complaints promptly, escalating issues where necessary. • Build positive customer relationships that encourage repeat visits and brand loyalty. • Ensure every customer receives a premium shopping experience aligned with M&S service standards. Florist Operations • Replenish fresh flowers, bouquets, and gift-ready products in line with customer requirements and M&S quality standards. • Review quality of flowers and plants to maintain freshness, quality, and longevity. • Ensure floral displays are fully replenished, visually appealing, and available throughout trading hours. • Prepare customer orders accurately, including wrapping, packaging, and protecting floral items for collection or delivery where applicable. • Remove wilted, damaged, expired, or poor-quality flowers and plants from sale promptly. Visual Merchandising & Store Standards • Maintain exceptional visual standards within the florist area, ensuring displays are fresh, colorful, commercial, and inspiring. • Arrange flowers, plants, bouquets, and seasonal products according to brand guidelines, promotional activity, and customer demand. • Maintain cleanliness and organization of the florist counter, preparation area, display fixtures, tools, buckets, and surrounding areas. • Ensure pricing, product labels, care information, and promotional signage are accurate and up to date. Stock Management & Inventory • Receive flower, plant, and florist supply deliveries, checking quality, quantities, and presentation standards. • Replenish floral products efficiently while maintaining product care, freshness, and display standards. • Assist with stock counts, inventory management, ordering requirements, and shrinkage control. • Report stock shortages, damaged flowers, quality concerns, or supply issues to the Department Manager. • Support waste reduction through effective stock rotation, freshness checks, and accurate demand planning. Sales Support & Commercial Performance • Recommend complementary products to enhance customer purchases. • Support seasonal promotions and new product launches. • Contribute towards achieving department sales, availability, and waste reduction targets. • Passion for delivering exceptional customer service. • Excellent communication and interpersonal skills. • Strong merchandising and replenishment skills. • Good attention to detail and organizational skills. • Ability to work efficiently in a fast-paced retail environment. • Basic inventory management and stock rotation knowledge. • Team player with a positive attitude. • Ability to lift and replenish stock safely while maintaining product quality. What Qualifies You for the Role • Experience in flower shops • Experience operating POS systems is an advantage. • Good verbal communication skills in English (Arabic is an advantage). • Friendly, customer-focused, and able to work effectively within a team. • Ability to work flexible shifts, weekends, and public holidays.