• Description:

  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

Customer Service Team Leader | Majid Al Futtaim, Egypt, EG