Team Leader - Customer Service

About our Client

A subsidiary of a renowned real estate developer, this company is behind one of Colombo's premier mixed-use developments, including a state-of-the-art lifestyle mall. Spanning over 200,000 square feet, the mall offers an unparalleled range of shopping, entertainment, and dining experiences, setting a new standard for urban living. Join this prestigious organization to be part of its innovative journey.

Key Responsibilities:

• Overseeing the customer service team, monitoring and managing their attendance, providing training and guidance to staff, and ensuring they have the necessary skills to handle customer interactions effectively.
• Addressing customer inquiries, complaints, and concerns in a timely and professional manner, and ensuring customer satisfaction.
• Addressing and resolving conflicts within the team, and between team members and customers.
• Ensuring that all customer service staff adhere to mall and company standards of service and providing guidance to improve service quality.
• Creating a positive and welcoming environment for customers and ensuring that all interactions are handled with professionalism and empathy.

Job Requirements:

• 5 to 7 years of experience in Guest Relations, Front Office, or Customer Service within a mall, hospitality, or retail environment.
• Proficient in office software with a basic understanding of digital tools.
• A Diploma in Hospitality or Business Management is considered an added advantage. 
• Strong command of English, both verbal and written. 
• Proven ability to handle customer concerns and resolve issues effectively.
• Team-oriented with experience in team supervision.
• Capable of working under pressure with minimal supervision.
• Flexibility to work on roster basis, including weekends and mercantile holidays.

If you are interested, please send your CV to jobs@mindplus.global or apply below.