Job Title: Customer Service Manager
Location: Dokki, Cairo
Job Type: Full-time, On-site
Schedule: One day off per week
About the Role
We are looking for an experienced and proactive Customer Service Manager to lead and develop our customer support team. The ideal candidate will have a strong background in managing customer service operations, with hands-on experience using international CRM systems. You will be responsible for ensuring exceptional service delivery, improving customer satisfaction, and driving operational efficiency.
Key Responsibilities
- Lead, coach, and mentor a team of customer service representatives to achieve performance targets.
- Oversee daily customer service operations, ensuring timely and effective resolution of customer inquiries and issues.
- Develop and implement customer service policies, procedures, and quality standards.
- Monitor and analyze customer service metrics (e.g., CSAT, NPS, response time, resolution rate) to drive continuous improvement.
- Manage and optimize the use of international CRM systems (e.g., Salesforce, Zendesk, HubSpot) to enhance customer interactions and reporting.
- Handle escalated customer complaints and provide effective solutions.
- Collaborate with cross-functional teams (Sales, Marketing, Operations) to improve the overall customer experience.
- Prepare regular reports on team performance, customer feedback, and operational insights for senior management.
- Stay updated on industry trends and best practices in customer service and CRM technology.
Requirements
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Minimum 3 years of experience in a customer service management role.
- Proven experience working with international CRM systems (e.g., Salesforce, Zendesk, Freshdesk, Microsoft Dynamics).
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities in both Arabic and English.
- Analytical mindset with the ability to use data to drive decisions.
- Customer-focused with a problem-solving attitude.
- Ability to work under pressure in a fast-paced environment.
What We Offer
- Competitive salary package with performance-based incentives.
- Opportunities for professional growth and career development.
- A supportive and collaborative work environment.
- One day off per week in addition to official holidays.
