Customer Service Supervisor – Cairo Festival City Mall

Job description / Role

Customer Service Supervisor - Cairo Festival City Mall - AFGRE -Cairo - Egypt

Spanning 3 million square meters Cairo Festival City is a visionary mixed use urban community strategically located just 15 minutes from Cairo International Airport, along the Cairo Ring Road. Cairo Festival City features Egypt's first indoor-outdoor retail and entertainment resort combined with luxury residential communities, prime office spaces, internationally renowned hotels, schools and an automotive park all set within a lush landscaped environment.As Cairo Festival City Mall has officially opened, we are looking to recruit Customer Service Supervisor to be based in Cairo Festival City Mall. Which means that you will be part of the Mall Management's Customer Service team, your main responsibilities will include:

* Responsible for developing an in depth understanding of Cairo Festival City Mall, including the layout and location of entrances, exits, lifts and escalators, restrooms, emergency services etc. so as to effectively assist customers and provide complete and accurate information regarding any query
* Efficiently manage the customer service desk and handle customer issues, queries, problems, in a professional and courteous manner so as to achieve service standards and enhance visitor experience to the mall
* Responsible for providing high standards of customer service to visitors bearing in mind cultural sensitivities and varying levels of expectations
* Responsible for maintaining adequate stock of mall collateral and the necessary information related to current and updated mall directory, information related to on-going offers and promotions, tourist information, services available etc. at the Service desk
* Responsible for promoting and educating visiting customers about the various loyalty programmes.
* Responsible for promoting ongoing promotions and giving enough information about it to the customer and encourage enrolment of the shoppers
* Responsible for proactively resolving customer complaints/ issues within the delegated level of authority or referring the problem for resolution by management, in an efficient, courteous and professional manner
* Coordinate with other service within the mall, such as mall operations, facilities management or security with respect to any issues relevant to these areas so as to facilitate response and resolution of problems related to such areas that can impact on customer perception of the facility
* As and when required, support management initiatives such as collection of information related to customer feedback related to any promotion/ marketing activity or surveys through distribution of questionnaires or handouts etc
* Ensure all directional signage are up to date with regards to location and placement inside the mall.
* Work closely with Retail Leasing and Operations Team to ensure graphics are installed on vacated/leased stores.

Requirements

As a Customer Service Supervisor; you have to demonstrate the following Qualifications, Experience & Skills:

* Achieved a recognized Bachelor degree or any relevant discipline.
* At least 3- 5 years' experience preferably in a managerial or a supervisory role managing customer service operations (planning rota/ managing staff) within a large size multi brand retail outlet/ call centre.
* Flexibility to work over weekends, official holidays & rotational working hours shifts.
* Strong Computer's Skills.
* Excellent English Language Skills.

Applicants who do not meet the above criteria will unfortunately be declined this opportunity.

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.