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Customer Service Supervisor

Date: 23-Jan-2023

Location: EG

Company: Majid Al Futtaim

Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities – all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.

Role Purpose:

The position is responsible for the overall execution and delivery of bespoke Customer Service Program in SMBU assigned operating asset ensuring all customers get excellent level of services and that their expectations are constantly met or exceeded.

Role Details – Key Responsibilities and Accountabilities:
1.    Work closely with Customer Service Manager and assist in implementing a comprehensive Customer Service Program across assigned operating assets. 
2.    Assist the Customer Service Manager in developing, amending and updating the customer service manual as and when required and ensure that it is implemented on a timely basis across assigned operating assets. 
3.    Liaise with internal and external customers to identify areas for improvement and make recommendations for customer service level improvements. 
4.    Ensure that the Customer Service Team complies with the established policies and procedures for smooth day to day functioning of the Customer Service operations across assigned operating assets. 
5.    Responsible for Customer Service Team’s performance in achieving the set service deliveries, established Key Performance Indicators, Service Level Agreements and quality standards in order to maximize customer satisfaction and experience. 
6.    Supervise regular departmental training, ensuring that all training is accurately imparted and documented for tracking and audit purposes. This includes training to new recruits. 
7.    Represent the Customer Service Department internally as well as externally in absence of the Customer Service Manager and act as replacement for Customer Service Team Leader as a backup to ensure continuity of customer services. 
8.    Supervise and prepare work schedules for the Customer Service Team to ensure optimum coverage of the Customer Service Desk/booth and call centre. Manage and monitor completely the call centre and its performance.
9.    Conduct departmental meetings on a regular basis and ensure that Team leaders are carrying out the daily shift briefing.
10.    Ensure that all Customer Service Team display high level of personal grooming in accordance with the company’s established grooming standards and notify any discrepancy to Customer Service Manager for rectification.
11.    Handle and resolve all routine customer complaints received in accordance with the established Customer Service policies and procedures. Escalate complex customer complaints to the Customer Service Manager for resolution. 
12.    Coordinate with SMBU Marketing Communications Coordinator to ensure all in-mall directories are up-to-date and all printed directory racks are full; inform Communications Coordinator when stock is low for timely replenishment.
13.    Work with SMBU Marketing to assist with the promotions, entertainment and events conducted in assigned operating assets throughout the year wherever necessary. 
14.    Responsible to achieve Gift Card sales target in the assigned operating assets and ensure that all cash handling by the Customer Service Team is in accordance with the SMBU Finance prescribed policies and procedures.
15.    Monitor all policies and procedures that are related to Internal Audit or Finance to ensure compliance at all times.   
16.    Work with Marketing Manager and Promotions Coordinator to assist in building positive Tenant Relations.
17.    Assist the customer service manager to develop positive relationships with government and community groups
18.    Ensure compliance with the MAFP SMBU’s Code of Conduct, Departmental policies and HC Policies and Procedures at all times.
19.    Be the advocate and ambassador of aligning and cascading the MAFP values across SMBU and ensure that relevant team adhered to and exhibit the same all the time.
20.    Build the capability of staff reporting into by providing on time regular feedback including annual review on performance and identify areas of improvement / reinforcement for further development.
21.    Communicate with the relevant department and report anything that might affect customer experience and improve the quality of service we deliver to customers.
22.    Maintain an accurate digital channel such as Jibe stream and website.

Personal Characteristics and Required Background:


Minimum Qualifications/education

  • Bachelor’s degree in Business Administration / Marketing / Communications / PR or equivalent.

Minimum experience

  • Minimum 4 – 6 years’ progressive experience in Customer Service field preferably in a reputed Retail / Hospitality / Event Management companies in Egypt.