Customer Service Team Leader

About the role

The Customer Service Team Leader will support the Supervisor and Facility Manager in daily floor operations, ensuring guests receive excellent service and that the team works efficiently. This on‑site, full‑time position is based in the 6th of October district of Giza.

Key responsibilities

• Explain game rules and operations to guests, motivate participation, and greet guests enthusiastically.
• Handle guest complaints, conduct exit‑interviews, and provide immediate feedback to associates.
• Prepare weekly staff schedules, lead and coach team members, and oversee new‑joiner induction.
• Promote marketing tools, packages, and Cosmocity® features.
• Maintain daily logbooks, end‑of‑day reports, opening/closing checklists, and cash handling procedures.
• Reconcile transaction reports with system data and manage cash‑in‑hand.
• Assist with minor technical issues on machines and ensure compliance with safety and ISO quality standards.

Required profile

• Strong leadership and coaching abilities.
• Excellent communication and guest‑service orientation.
• Ability to work under pressure during peak hours.
• Knowledge of ISO 9001:2015 and ISO 45001:2018 quality and safety standards.
• Awareness of evacuation procedures and first‑aid protocols.

Required skills

What we offer

• Opportunity to lead a dynamic guest‑service team in a leading entertainment venue.
• Professional development and training on quality and safety standards.