Customer Service Associate (Team Leader)
- Cairo
- Permanent
- Full-time
Customer Service Associate | MAF Properties | West RegionROLE 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.
- 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.