Customer Service Team Leader – Mall Operations

About the role

The Customer Service Team Leader will supervise the mall’s Customer Service Team, ensuring the Information Desk runs smoothly and that visitors receive the highest level of assistance. This role combines operational oversight, team management, and direct interaction with shoppers.

Key responsibilities

• Oversee daily operations of information kiosks, staying updated on mall services, store locations, and promotions.
• Step in for Customer Service Officers when needed to maintain service continuity.
• Ensure the team follows grooming standards and operational policies, escalating issues as required.
• Assist in handling and resolving customer complaints promptly.
• Manage daily gift‑card cash handling, perform reconciliations, and follow finance protocols for deposits.
• Achieve yearly gift‑card sales targets and maintain accurate inventory records.
• Conduct regular training sessions and performance reviews for team members.
• Coordinate with tenants, maintenance, and security to support overall mall operations.
• Maintain stocked brochures and update mall directories each month.

Required profile

• Bachelor’s degree from a recognized university.
• 4‑6 years of customer service experience, preferably in a shopping centre or luxury hotel environment in Egypt.
• Strong verbal and written communication skills.
• Proven experience leading and managing teams.

Required skills

What we offer

• A friendly, positive work environment.
• Opportunity to work with a diverse team of over 45,000 colleagues.
• Being part of a regional market leader with a strong brand reputation.