Customer Service Team Leader

JOB TITLE

Customer Service Associate | MAF Properties | West Region

ROLE SUMMARY

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

ROLE PROFILE

• Customer Service Operations: Oversee smooth functioning of info kiosks by staying informed on mall services, store locations, and promotional activities; step in for Customer Service Officers when needed.
• Team Management & Grooming: Ensure the Customer Service team adheres to company grooming standards and operational policies; escalate issues as necessary.
• Customer Complaint Handling: Assist the Customer Service Supervisor in addressing and resolving customer complaints promptly in line with policies.
• Cash Handling & Reconciliation: Manage daily gift card cash handling, ensure accurate reconciliation, and follow Finance protocols for deposits.
• Sales & Inventory Targets: Achieve yearly gift card sales targets, maintain accurate stock levels, and ensure zero discrepancies in inventory and cash.
• Training & Development: Conduct regular training and performance reviews for the Customer Service team to build capability and maintain service standards.
• Communication & Coordination: Maintain effective communication with tenants, maintenance, and security teams to support overall mall operations.
• Materials & Directory Management: Ensure brochures are well-stocked and tidy, and update mall directories monthly.

REQUIREMENTS

• Bachelor’s degree from a recognized university.
• 4 to 6 years of proven experience in Customer Service, preferably within a well-established shopping center or luxury hotel environment in Egypt.
• Strong verbal and written communication skills.
• Demonstrated experience in leading and managing teams.

WHAT WE OFFER

• At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
• Work in a friendly environment, where everyone shares positive vibes and excited about our future.
• Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.