Manager Customer Services
Majid-Al-Futtaim Group Leisure & Entertainmen
Total years of experience :13 years, 5 Months
• Managing and supervising day to day Operational activities & Customer Service Representatives in magic planet
• Testing and Signing Off Machines & Rides daily checklist for any fault
• Performing the responsibilities of assigning work task to Customer Service Staff.
• Handling the tasks of interviewing, hiring and training new staff.
• Evaluate work performance and conduct appraisal on a periodic basis.
• Checking redemption counter stock level and making attractive visible display for redemption
• Reconciliation of daily cash/credit realization; eventually significant to Revenue Reporting, Budgeting and Tariff/price revisions.
• Identifies training requirements and develops training material to ensure staff maintains competence with in their scope of work.
• Responsible for managing and handling cash, all the credit cards and cash transactions, handling high volume sales successfully.
• Monitoring internal and external satisfaction indicators to ensure service excellence.
• Develops staffing schedule that ensures backfill and coverage is optimal to meet operations needs during all hours of business.
• Handling all other administrative tasks, answering phone calls, handling customer queries to ensure smooth operation.
• Handling all Magic planet operational activities from store opening SOP (daily machines testing walkthrough and machines functionality for smooth working environment
• Distributing flyers to the Mall walk in customers for newly launch loyalty scheme (Play Point) as VIP & GOLD play swipe cards system
• Meeting with store Manager creating ideas for new internal promotion in store and getting approval from Head of Marketing to utilized for achieving weekly and monthly targets
• Handling all direct administrator and back office tasks like Stocks inventories, daily revenue reports, cash deposit to bank, Birthday party booking and raising purchases requests for redemption items to counter
• Conducting staff monthly store general meeting for updating their individual performances and planning for next month budget achieving strategy.
Managing and supervising day to day activities of Customer Service Representatives.
Performing the responsibilities of assigning work task to Customer Service Staff.
Handling the tasks of interviewing, hiring and training new staff.
Evaluate work performance and conduct appraisal on a periodic basis.
Reconciliation of daily cash/credit realization; eventually significant to Revenue Reporting, Budgeting and Tariff/price revisions.
Identifies training requirements and develops training material to ensure staff maintains competence within their scope of work.
Responsible for managing and handling cash, all the credit cards and cash transactions, handling high volume sales successfully.
Monitoring internal and external satisfaction indicators to ensure service excellence.
Develops staffing schedule that ensures backfill and coverage is optimal to meet operations needs during all hours of business.
Notable Achievements and Initiatives:
Exceeded sales target consistently, approximately 5% within the given due time.
Exceeded the customer satisfaction survey with 20% improvement in customer relations and guest satisfaction.
Designed quality control program along with policy and procedures for cash handling, cash reconciliation and refunds resulting in overall growth for the department in terms of sales by 10%.
Other Key Functions:
Monthly and yearly Financial Reporting.
Assisting Finance department in yearend closing.
Coordinating and participating in different Marketing Activities within the group.
Providing assistance to all other sister firms.
Dealing direct with wholesale departmental store and taking Purchase requirements
Distribution of required stocks quantity directed to the stores
Maintains stock level and preparation of new stocks quantity orders
Maintains distribution time schedule for quick deliveries
Maintains distribution network with demand & supply stocks
Target achievement within timeframe both (Wholesale & Retail)
Research market demands at new products
Punctuality at work place
Payment collection at timely management
Attending meetings, taking minutes and keeping notes
• Managing and maintaining budgets, as well as invoicing
• Ordering and maintaining stationery and equipment
• Sorting and distributing incoming post and organizing and sending outgoing post
• Liaising with external contacts to book travel and accommodation
• Organizing and storing paperwork, documents and computer-based information
• Photocopying and printing various documents
Handling all other administrative tasks, answering phone calls, handling customer queries to ensure smooth OPTS
Meeting with listed company supplier for their new products samples, getting approved by Marketing Manager and Director of Finance to prepare purchase orders and LPO’s to get the suppliers outstanding payments done within the percentage Terms and conditions.
Preparing Management meetings schedules and posting to Management meeting calendar
Handling Procurement Budgets