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Al-Futtaim - Cairo
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Responsible for developing a cutting-edge customer service strategy, planning and managing its implementation and overseeing all aspects of the day to day customer service operations, with the objective of achieving leadership in customer service standards in the region.
Ensure that the customer service desks are adequately stocked with mall collateral 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.
Retailer Welcome Pack
Participate in the development and time to time updating of the Retailer Welcome File providing complete and comprehensive information relating to the trade area and the operations and functioning guidelines of the mall, with the objective of successfully integrating the retailers within the Mall and assisting them in trading successfully.
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 customer service operations i.e. the duty rosters, stock of mall collateral and other literature to provide a high level of retail experience to visitors and customers.
Mall Operating Information
Facilitate visitor experience by ensuring that necessary information regarding mall operations, such as operating hours for the mall, any differing hours of operation of flagship retailers, conditions for entry, are correctly and prominently displayed at all entry doors, and are updated with any changes, as and when they may arise due to promotions/ events/ festivals/ changes in timings effected by the flagship retailers
Customer Service Feedback
Responsible for carrying out regular surveys to collate information about customer service levels, measure actual performance against targeted standards and based on such feedback take the necessary actions to correct negative deviations and benchmark performance against competitors in the market and the region.
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.
More than 5 years
Not Specified at least
Construction - Residential & Commercial/Office Real Estate/Property Management Retail
Minimum Qualifications and Knowledge:
Educated up to degree level is a minimum requirement, whilst a post degree qualification in Marketing or Business Management would be an advantag
Minimum 5 years of experience in the management of customer service facility with a leading mall
Al-Futtaim’s family business traces its origins back to the 1930s on the banks of the Dubai Creek, a trailblazer for innovative trading concepts designed to enrich lifestyles.
Today, Al-Futtaim is present in 29 countries, represents over 200 companies spanning the... (More)