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.