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Call Center Agent

Date: 20-Mar-2019

Location: Cairo, EG

Company: Majid Al Futtaim

Role Purpose:is to deliver a differentiated guest experience through the phone for Majid Al Futtaim guests he/ she will play an active role as a one communication touchpoint for the business (MAFP and MAFV Egypt).

Scope:

  • MAF Properties Egypt (Mall of Egypt, City Centre Maadi and City Centre Alexandria)
  • MAF Properties pipeline in Egypt.
  • MAF Ventures Egypt (Ski Egypt, VOX Cinemas, Magic Planet and Little Explorers)

Key Responsibilities:

 

  • Deliver a superior experience through the phone.
  • Process all incoming and outgoing calls accurately and courteously.
  • Handle guest requests.
  • Assist with guest queries and problems.
  • Reports complaints to the Business Units.
  • Encourage guests to come and visit MAF locations and drive footfall to Ventures Business Units.
  • To be fully aware with the facilities, services and special promotions offered by the Business Units and to pass this information on the guest whenever the possibility arises in order to maximize sales. 
  • Play an active role in up-selling experiences.
  • Play an active role in booking Ski lessons and Penguins.
  • Assist in booking any special events at Ventures Business.
  • Fully aware of Loyalty Programs running within the Business.
  • Communicate Lost and Found issues with the Business Units.
  • Respond to emergency cases such as bomb threat, fire and critical situations.
  • Abide by standards policies and procedures governing cases of emergency such as fire, bomb Threat and other critical situations.
  • Note all incidents that may occur and inform the Business Unit Management.
  • Abide by principles of guest privacy.
  • Familiar with the Business Units Warden System.
  • Know the role in different evacuation process.
  • Fully aware with the Risk Assessments occurring in their working area

Financial KPIs

  • 100 calls per 8 hours.
  • AHT (Average Handling Time) 120 seconds.
  • 80 % Calls Answered within 20 seconds

Skillset (job specific technical skills)

  • Communication skills are utilised a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the business, the brand and the Company.
  • Required to work rotational shifts, weekends, and/or holidays.
  • Strong verbal and written communications skills required, reading and writing abilities are utilized often when completing paperwork and reports, giving and receiving instructions.
  • Must be computer literate and have the ability to multi task and work under pressure. 
  • Administration, organisation and follow up skills

 

Minimum experience/qualifications

  • Previous experience is a plus.
  • Bachelor’s degree.
  • Fluent Arabic and good English is a must.