Customer Service Executive - Mall Management

Job description / Role

Customer Service Executive - Mall Management - Cairo Festival City - AFGRE - Cairo, Egypt

We are seeking to hire Customer Service Executive in Cairo Festival City Mall, reporting to Operations Manager / Customer Service Supervisor(s) the overall purpose of this role is to be responsible for planning and managing a professional and high quality customer service operation in line with the retail standards set for the mall, your job responsibilities will be including and not limited to:

- Responsible for developing an in depth understanding of the retail centre, including the design and the layout, as well the principals of customer flow within the mall; so as to effectively plan the manning of customer service desks with adequate staff coverage and promotional literature to assist visitors to the mall and provide adequate information for queries.
- Responsible for achieving high standards of customer service by ensuring that the staff are trained to handle customers of diverse nationalities and varying levels of expectations; as well as have necessary support in terms of current and updated information related to all aspects of the mall operations and service policies, so as to meet and exceed service expectations.
- Ensure that the customer service desks are adequately stocked with mall collaterals such as current and updated mall directory, information related to on-going offers and promotions, tourist information, services available etc. with the objective of meeting customer expectations related to service or information required and capitalizing on all opportunities to generate sales through the information provided.
- Plan the duty rosters for the staff responsible for handling customer service desks, with the objective of ensuring adequate coverage, particularly to meet peak time trading requirements.
- Ensure that the customer service assistants are aware of the degree of authority to resolve customer complaints and problems, as well as proactively resolve any issue referred as a result of escalation within the level of authority delegated, so as to effectively handle and respond to customer whilst at the same time minimize any loss to the company financially or in terms of goodwill.
- Collate information and prepare routine as well as ad hoc reports, as may be required by the management to have the necessary information to make short term and long terms business decisions.

Requirements

- Graduation in any degree.
- Arabic Must, preferably in English or any other language would be an advantage.
- Minimum of 3-5 years relevant customer service experience in a shopping Centre or hospitality background preference for front-desk.

Job-Specific Skills:
- Customers relations support.
- Accept to work on weekends, official holidays and outside the official working hours.

Behavioral Competencies:
- Friendly, approachable, honest and trustworthy.
- Be flexible and efficient.
- Proactive, punctual and reliable.
- Positive, cheerful mentality and open to work attitude.

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.