Senior Associate, Customer Service

Majid Al Futtaim
Cairo
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["People management","Coaching","Customer experience","Operational management","Compliance management"]

Manage day-to-day customer service operations and help deliver exceptional customer experience across mall assets. Support process development, maintain accurate product and customer information, and lead coaching and performance management for the customer service team. Monitor KPIs and operational metrics, ensure compliance with SLAs and policies through the CRM system, and handle customer complaints. Coordinate with internal stakeholders for promotions and oversee customer experience initiatives including NPS and gift card operations.

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Majid Al Futtaim
Majid Al Futtaim
9 hours ago

Senior Associate, Customer Service

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Manage day-to-day customer service operations and help deliver exceptional customer experience across mall assets. Support process development, maintain accurate product and customer information, and lead coaching and performance management for the customer service team. Monitor KPIs and operational metrics, ensure compliance with SLAs and policies through the CRM system, and handle customer complaints. Coordinate with internal stakeholders for promotions and oversee customer experience initiatives including NPS and gift card operations.
Location: Cairo
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Support the Customer Service Manager in developing, updating, and implementing customer service processes and procedures.
  • •Maintain accurate mall product knowledge and customer information across all customer touchpoints and communication channels.
  • •Lead, coach, and develop the customer service team through performance management, training, onboarding, and regular feedback.
  • •Monitor team performance and analyze operational metrics to provide insights and recommendations for service-quality improvements.
  • •Ensure compliance with customer service policies, SLAs, KPIs, quality standards, and timely complaint resolution via the CRM system.

Key Requirements

  • •Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
  • •5+ years of customer service experience, preferably in shopping malls, airlines, or luxury hospitality environments.
  • •Experience in GCC markets or international customer service operations.
  • •Proven people management experience leading teams of at least 5 employees.
  • •For internal MAF candidates: minimum 2 years with MAF, including at least 1 year in the current role.
Experience:5+ yearsCustomer serviceShopping mallsAirlinesLuxury hospitalityGCC marketsCRM
Education:Bachelor's in Business Administration, Marketing, Communications, or related field
Skills:People managementCoachingCustomer experienceOperational managementCompliance management
Tech Stack:CRM

Company Brief

Majid Al Futtaim
Emirati-owned diversified lifestyle conglomerate operating shopping malls, retail (including Carrefour franchise), leisure, hotels, and real estate across the Middle East, Africa and Asia, serving hundreds of millions of customers annually.
Industry: Conglomerates & Holding Companies
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Dubai, United Arab Emirates
Founded: 1992
Glassdoor
Glassdoor: 3.5
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