Customer Service Manager (Mall) | AFGRE | Cairo

JOB PURPOSE:

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.

KEY RESPONSIBILITIES:

• Customer Service Initiatives and Standards
• Responsible for working closely with the Retail Marketing Manager in identifying and studying leading and cutting-edge customer service practices across retail and hospitality industries; establishing how they can be customised to local requirements, and plan and roll out such initiatives to customers and visitors to mall.
• Staff Management
• Responsible for ensuring that the right calibre of people in the right mix of nationalities are recruited taking into account the behavioural and functional competencies required to handle the job; are trained and motivated 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.
• Mall Directory
• Responsible for providing complete and accurate information about mall tenants and mall services to the visitors by ensuring that the Mall Directory brochures and Directory Boards are constantly relevant and updated with accurate information about tenants in the mall in terms of their name, location and other information; and the hand outs are printed and stocked in multiple languages and in adequate numbers to cater to a varied mix of visiting nationalities.

Mall Collateral

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.

CS Operations

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.

Management Reports

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.

JOB CONTEXT:

• Customer Service Initiatives identified and implemented