Customer Service Team Leader

Majid Al Futtaim invites you to join us in our quest to create great moments
for everyone, everyday! We are the leading shopping mall, residential
communities, retail and leisure pioneer across the Middle East, Africa and
Asia, serving over ‎560 million visitors a year. For the past two decades, we
have shaped the consumer landscape across the region, transforming the way
people shop, live and play, while maintaining a strong sustainability track
record and the largest mall in the world to attain LEED Gold EBOM
Certification. We have over ‎40,000 team members in ‎15 international markets
representing over ‎100 nationalities - all keeping the customer at the heart of
everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid
Al Futtaim is the destination for you.
Role Purpose:

The position is responsible to supervise the Customer Service Team including
efficient management of the Information Desk / booth ensuring that all
customer service related activities are carried out in accordance with the
prescribed policies and guidelines and to the highest level of service
standards.

Role Details - Key Responsibilities and Accountabilities:

‎1. Maintain a thorough knowledge of the SMBU operating assets (shopping
centre's) services, amenities/facilities, stores/locations, mall layout and
any on-going / upcoming promotional activities, to ensure a smooth day to day
functioning of the Customer Service booths and Info kiosks.
‎2. Acts as replacement / backup for Customer Service Officers in absence to
ensure continuity of customer services.
‎3. Ensure that all Customer Service Team display high level of personal
grooming in accordance with the company's established grooming standards and
notify any discrepancy to Customer Service Supervisor for rectification or
further escalation to the next level.
‎4. Ensure that the Customer Service Team complies with the established
policies and procedures for smooth day to day functioning of the Customer
Service operations across assigned operating assets.
‎5. Provide assistance to the CS Supervisor in handling customer complaints /
queries and ensure that all routine customer complaints are timely resolved in
accordance with the prescribed Customer Service policies and procedures.
‎6. Responsible for the daily cash handling procedures from the Gift Card at
the booth for closing and opening. Ensure that all cash collected is properly
reconciled against sales and deposit the cash in the bank on daily basis as
per prescribed SMBU Finance guidelines and procedures.
‎7. Responsible for conducting training to all assigned Customer Service Team
to ensure and enhance the skills and customer service level standards.
‎8. Ensure all the informative brochure holders are filled and kept neat and
tidy at all times.
‎9. Is accountable for updating the mall directory on monthly basis.
‎10. Responsible for keeping the stock of Gift Cards at the main desk. Ensure
to achieve yearly Gift Card sales target in the assigned operating asset.
‎11. Ensure positive and ongoing communication between Customer Service,
tenants, maintenance and security.
‎12. Achieves ‎0% discrepancy in weekly inventory taking and cash handling.
‎13. Ensure compliance with the MAFP SMBU's Code of Conduct, Departmental
policies and HC Policies and Procedures at all times.
‎14. Be the advocate and ambassador of aligning and cascading the MAFP values
across SMBU and ensure that relevant team adhered to and exhibit the same all
the time.
‎15. Build the capability of staff reporting into by providing on time regular
feedback including annual review on performance and identify areas of
improvement / reinforcement for further development.
Personal Characteristics and Required Background:

Minimum Qualifications/education
* Minimum High School Certificate.
Minimum experience
* Minimum ‎3 - ‎5 years' work experience in Customer Service in a reputed Shopping Centre, luxury Hotel industry in Egypt