About Tech Mahindra Egypt
Join Tech Mahindra Egypt, a fast-growing global delivery hub providing customer experience, operations, and digital business services to international clients. With two offices across Cairo and a capacity of 1,000+ employees, we offer a dynamic and multicultural environment where talent can learn, grow, and build rewarding careers. As part of Tech Mahindra's global network spanning 90+ countries and 149,000+ professionals, you'll gain exposure to world-class clients, innovative technologies, and international best practices while delivering exceptional customer experiences.
The Customer Service Manager (CSM) is accountable for the quality of solutions and services delivered to an assigned customer portfolio and for driving customer satisfaction and service performance.
Summary: Acting as the primary operational point of contact and escalation point for customers, the CSM manages day-to-day service quality, leads service reviews, drives continuous improvement, and works closely with the account team to support the growth of the customer relationship.
Key Responsibilities
Customer Relationship & Escalation Management
- Act as the customers primary point of contact for all service-related topics and as a key escalation point.
- Build and maintain a trusted relationship with customer stakeholders (IT, operations, procurement, management).
- Handle non-commercial customer queries and complex customer service issues, ensuring professional and timely responses.
- Ensure customer complaints (including those related to invoicing) are managed, tracked, and resolved in a timely manner, with clear communication throughout.
- Proactively identify customer needs and opportunities to enhance service and strengthen the relationship.
Service Quality, Performance & Profitability
- Hold accountability for the quality of solutions and services provided to the customer.
- Maintain awareness of overall service management profitability for assigned customers and support actions that protect or improve it.
- Monitor service performance, SLAs, and KPIs, and initiate corrective actions where needed.
- Prepare and conduct periodic customer service reviews (monthly/quarterly), including service performance, incidents, improvements, and upcoming changes.
Continuous Improvement & Service Improvement Plans
- Create, manage, and track Service Improvement Plans (SIPs), triggered by:
- Quality Connect surveys (covering all functional areas)
- Customer complaints (including billing-related issues)
- Proactive actions identified by the CSM (recurring issues, trends, or risks)
- Ensure follow-up and closure of improvement actions with internal teams and customers.
- Provide capacity analysis, forecasts, and recommendations to anticipate and prevent service issues.
Incident, Problem & Change Management Interface
- Proactively inform customers and end-users in advance of any anticipated service interruptions, maintenance, or changes.
- Review internal Root Cause Analysis (RCA) reports applicable to assigned customers and produce customer-facing RCAs, ensuring clarity and agreed actions.
- Handle change requests, including:
- Coordination and tracking of change implementation
- Change communication and reporting
- Follow-up on change-related billing aspects
- Support incident and problem management as the customer interface, ensuring consistent and transparent communication during major incidents.
Documentation, Tools & Data Integrity
- Provide customers with up-to-date technical and operational documentation, including the Customer Operations Guide.
- Ensure all technical and service documentation is properly stored, published, and regularly updated.
- Maintain data integrity of customer information across all relevant systems and tools.
Collaboration & Business Support
- Work closely with the account team to identify and support opportunities to sell or upsell client products and services, based on operational insights and customer needs.
- Coordinate with all involved internal entities (operations, engineering, delivery, billing, etc.) to secure the technical performance and reliability of client solutions.
- Represent the voice of the customer within client Business and contribute to internal governance and improvement initiatives for your customer portfolio.
Education & Experience
- Degree level or equivalent, preferably in Business or Science (e.g., Telecommunications, IT, or related field).
- 7+ years of experience in customer support / service management roles, preferably in the telecommunication or ICT industry.
- ITIL Foundation certification is a must.
- Experience in Customer Service and Project Management.
- Experience in leading or coordinating virtual teams.
Technical Skills
- Good technical knowledge of Networks, IT Services, Mobility, Voice and/or integration solutions and technologies.
- Familiarity with ITIL processes (Incident, Problem, Change, Service Level Management).
- Ability to understand technical and performance data and translate it into clear, customer-friendly communication.
Soft Skills
- Excellent communication, negotiation, presentation, and organization skills.
- Fully empowered and confident to coordinate all entities involved in the technical performance of our solutions.
- Able to work independently with initiative, ownership, and proactivity.
- Able to work well under pressure and handle escalations calmly, professionally, and competently.
- Strong customer orientation and a continuous improvement mindset.
- Fluent in spoken and written English; additional languages are an asset.
