Customer Service Team Leader – Mall of Egypt

About the role

The Customer Service Team Leader will oversee the Information Desk at Mall of Egypt, ensuring a seamless experience for shoppers and tenants. Reporting to the Customer Service Supervisor, you will drive service excellence and manage daily operations of the customer service team.

Key responsibilities

• Supervise and support Customer Service Officers, stepping in when needed to maintain smooth desk operations.
• Ensure the team follows grooming standards, operational policies, and escalates issues appropriately.
• Assist in handling and resolving customer complaints in line with company guidelines.
• Manage daily gift‑card cash handling, perform accurate reconciliation and follow finance protocols for deposits.
• Achieve yearly gift‑card sales targets, maintain stock levels and guarantee zero inventory discrepancies.
• Conduct regular training sessions, performance reviews and coaching to build team capability.
• Coordinate with tenants, maintenance and security to support overall mall operations.
• Maintain and update brochures, directories and other customer‑facing materials.

Required profile

• Bachelor’s degree from a recognized university.
• 4‑6 years of proven customer service experience, preferably in a shopping centre or luxury hotel environment in Egypt.
• Strong verbal and written communication skills.
• Demonstrated ability to lead and manage teams.

Required skills

What we offer

• A friendly, positive work environment within a leading regional retail group.
• Opportunities to work with a diverse team of over 45,000 colleagues.
• Career development aligned with Majid Al Futtaim’s Leadership Model.