Role Profile
The
position is mainly responsible for the day-to-day smooth operations of the
Customer Service Information Desk / booth ensuring that all customer
service-related activities is carried out in accordance with the prescribed
policies and guidelines and the services provided are of the highest-level
standards to ensure a pleasant customer experience
Maintain a thorough knowledge of the
assigned SMBU operating assets (shopping centre’s) vis-a-vis
amenities/facilities, stores/locations, mall layout and any on-going / upcoming
promotional activities including Information Desk / Booths opening and closing
hours and procedures
Ensure smooth day to day operations of
the Customer Service Information Desk / Booths under the direction and guidance
of Supervisor / Manager Customer Service and in accordance with the established
Customer Service guidelines / procedures in order to serve the customers with
quality services
Assist the visitors / customers at the
Information Desk / Booths by providing clear directions, information on
on-going / upcoming mall promotional events / activities, answering to queries
(both on the phone or in person) and performing other Shopping Centre specific
duties as assigned. Ensure to maintain a positive, polite and professional
attitude all the times for serving each customer in order to create a memorable
customer experience
Perform “meet and greet” duties for tour
related groups, educational institutions etc., visiting the assigned Shopping
Centre and assist them during Mall tour when required
Responsible for efficient handling of all
routine /minor customer complaints / enquiries (both on the phone and in
person) on a daily basis. Ensure that all customer complaints / queries are
being handled with the utmost courtesy and professionalism and as per
established Customer Service guidelines / procedures
Responsible for efficient handling of the
Gift Card at the booth, including maintaining accurate inventory levels and
strictly following all related SMBU Finance procedures. Ensure that any
discrepancies e.g. faulty equipment or any supplies that are running low is
immediately report to Supervisor / Customer Service Manager for resolution /
replenishment
Facilitate SMBU Marketing in smooth
running of mall promotions and events and actively promote the promotional
activities to the customers
Build and maintain a positive and
congenial Tenant Relations (with new / existing) and others such as government
and community groups in order to enhance the MAFP’s image
Requirements
Bachelor's degree in any relevant field
Average English
1-2 years’ work experience in Customer Service field in a reputed shopping Centre, luxury Hotel industry in Egypt or abroad
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 from any country in the world for 30 days a year
Work in a friendly environment, where everyone shares positive vibes and excited about our future
Work with over 50,000 diverse and talented colleagues, all guided by our Leadership Model