Customer Service Team Leader

Cosmofun

Main duties:

• Guest Services
• Be the expert: Explain game operation or rules to guests and motivate them to play.
• Ensure all guests are greeted enthusiastically and all your team interact with guests positively and professionally.
• Fills and sends all complaints related to the daily problems happened with guests and send it to the Supervisor and/or FM for Action.
• Assist with the guest service exit-interview process as required and provide immediate associates with positive and negative feedback as a result of the interviews and correct any deficiencies immediately.
• Staffing
• Prepares the weekly schedule & Section rotation of employees send it for the Supervisor on shift for approval.
• Leads, manages & coaches all team members.
• Follows up concerning the induction program of new joiners and provides feedbacks accordingly.
• Supports all staff during rush hours.
• Operations
• Be a promoter: promote marketing tools, packages and Cosmocity features.
• Fills the Daily Log book and End of day report & share it with the Supervisor and FM.
• In charge of filling the opening & closing procedures checklist to make sure that the floor is ready to host guests.
• Prepares the Fond de Caisse and new cards before shift.
• In charge of filling tickets, refiling Merchandisers machines, taking weekly counters and finalizing all the transfers.
• In charge of closing procedures & follow up regarding checklist.
• In Charge of retrieving & preparing the transaction report and assure to execute a reconciliation between system and cash money report on count.
• Assist the line manager in ensuring that your team follows the Cosmocity Operations and Personnel Manuals.
• Understand the fundamental principles of Cosmofun s Quality Policy and implement them for conformity to ISO 9001:2015 and ISO 45001:2018 requirements.
• Committed to the principle of never-ending improvement in product quality, reliability and guest service excellence.
• Should be able to handle minor technical issues related to the machines.
• Should be able to handle minor incidents and report to the supervisor on duty.
• Should be aware of the Evacuation plan as per facility manual and Mall/Shopping Centre instructions.
• Ensure stores compliance, including effective systems for: First aid; PPE; hazardous systems and dangerous good management; licensing; induction support; support training needs development, reviews and planning.
• Facility Maintenance
• Ensure that all equipment is in excellent condition and notify management immediately of any deficiencies.
• Follow up on maintenance of the games and the game area.
• Perform minor repairs on various machines.
• Financial
• Identify and communicate any accounting related issues to line manager promptly.
• Count money in cash drawer at the beginning of shifts to ensure that amounts are correct and assist in Bank deposit.
• Receiving & validating payment (cash, check, credit cards, vouchers, receipt, refund, credits .).
• Receives the daily cash out from Cashiers & prepares the report and share with the Supervisor and FM.

Critical Competencies

• Strong communication and interpersonal skills
• Problem solving skills & decisions making skills
• Detail oriented
• Has the ability to multitask and manage time effectively