Customer Service Associate (Team Leader) Majid Al Futtaim

ROLE SUMMARY

• 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.
• Ensure the Customer Service team adheres to company grooming standards and operational policies; escalate issues as necessary.
• Assist the Customer Service Supervisor in addressing and resolving customer complaints promptly in line with policies.
• Manage daily gift card cash handling, ensure accurate reconciliation, and follow Finance protocols for deposits.
• Achieve yearly gift card sales targets, maintain accurate stock levels, and ensure zero discrepancies in inventory and cash.
• Conduct regular training and performance reviews for the Customer Service team to build capability and maintain service standards.
• Maintain effective communication with tenants, maintenance, and security teams to support overall mall operations.
• 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.