Qureos Mentor

e& Egypt

<div>
 
 
 Job Purpose
 
 
 
 To manage group of qualified technical resources as well as being responsible for on time technical application support and problem solving during all operational hours to ensure healthy environment of the supported systems and uninterrupted smooth business operations.
 
 
 
 
 
 
 Job Description
 
 
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 Manage the team members in terms of coaching, motivation, performance evaluation and training, ensuring efficient utilization of the resources' capacity, in order to meet the department's plans and reach the desired outcome.
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 Work on recruiting high caliber team members and ensure continuity plan for the team.
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 Ensure all CRM Platforms area strategies are aligned with IT management &amp; business departments.
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 Act as a domain knowledge expert in one or more of the telecom business units.
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 Maintain and support the production applications 24*7 to ensure healthy system status.
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 Solve, log, and report production problems in timely manner to ensure users and management updates with production problems.
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 Handle and prioritize trouble tickets and requests of system users to ensure TTs are solved within their relevant SLAs.
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 Manage all application administrative functions. Implement system updates as per the change management process to ensure proper implementation for fixes and new function deployment are timely and accurately deployed to production. Manage the team members in terms of coaching, motivation, performance evaluation and training, ensuring efficient utilization of the resources' capacity, in order to meet the department's plans and reach the desired outcome.
 </li>
 <li>
 Work on recruiting high caliber team members and ensure continuity plan for the team. Ensure all CRM Platforms area strategies are aligned with IT management &amp; business departments.
 </li>
 <li>
 Act as a domain knowledge expert in one or more of the telecom business units.
 </li>
 <li>
 Maintain and support the production applications 24*7 to ensure healthy system status.
 </li>
 <li>
 Solve, log, and report production problems in timely manner to ensure users and management updates with production problems.
 </li>
 <li>
 Handle and prioritize trouble tickets and requests of system users to ensure TTs are solved within their relevant SLAs. Manage all application administrative functions.
 </li>
 <li>
 Implement system updates as per the change management process to ensure proper implementation for fixes and new function deployment are timely and accurately deployed to production.
 </li>
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 Postproduction testing and successful implementation of the applied changes to ensure healthy change implementations.
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 Develop workarounds and propose long term Solutions for production problems where applicable to ensure minimum impact on the business for known system problems.
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 Follow up with Application Development and vendors on open issues in the production applications to ensure timely fix implementations. Manage applications users' privileges &amp; Access (Through Access Management process) to ensure systems security.
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 Develop/implement health checks for production problems to ensure proper operation and on-time alerting.
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 Provide consulting to system users to work out business complex scenarios to maximize user awareness and proper system usage.
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 Analyze repetitive problems, try to find temporary solutions and escalate to the development team or vendor for permanent fix to minimize business impact for chronic problems.
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 Bookkeeping for systems global outages.
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 log users suggestions and complains.
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 Well studying systems documentations.
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 Directing users to official channels for reporting issues.
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 Escalate production environment global issues to direct managers.
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 Reachable and available during the on call.
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 Ensure applications changes are followed by the Change Management Process.
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 Full compliance with IT Security Policy.
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 Assure of customer data and production information confidentiality.
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 Performance reviews, identify development needs, and provide appropriate coaching, support and advice on training and career development.
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 Leading and coaching a team of technical resources through different phases of project life cycle.
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 Select, manage, motivate, coach and develop all team members.
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 Establish and lead the culture of innovation within the team.
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 Record statistical data about team members&rsquo; work accuracy per project.
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 Discuss achievements, concerns, lessons learnt in periodic meetings with team.
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 Forecast annual resource requirements to plan team expansion.
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 Demonstrate company values and compliance with company policy.
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 Customer Centricity: Creates a positive internal customer experience during internal customer journeys and touch points Innovation
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 Continuously learn new trends in the market and propose new ideas, approaches and insights
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 Operational Excellence: Takes responsibility&mdash;Accepts responsibility for outcomes of one's work; with focus on accurate high quality operations daily routine, processes and workflows. People Management
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 Demonstration of team spirit and a proactive collaboration with cross functional projects.
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 </ul>
 
 
 
 
 
 Qualifications:
 
 
 <ul>
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 University degree in Engineering, Computer Science or Information Technology
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 Masters Leadership, program management, project management and software development cycle management. Master budget &amp; vendor management.
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 Excellent knowledge of Marketing, Customer Care and Sales applications.
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 Excellent Knowledge of Siebel. Excellent knowledge of Telcom operators industry.
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 Excellent interpersonal skills (Negotiation, communications, etc.)
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 Ability to solve complex programming problems.
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 Cross functional experience/exposure (Marketing, Sales, Customer Care, Finance, etc.)
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 Experience with large size projects implementation.
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 </ul>
</div>

CRM Support Manager

<div>
 
 
 Job Purpose:
 
 
 
 Responsible for analyzing end-to-end customer journeys, identifying service gaps, and driving improvement initiatives across products, operations, and digital platforms. The role focuses on Voice of Customer (VOC) insights, process enhancement, journey mapping, and CX governance to improve satisfaction, reduce effort, and increase loyalty.
 
 
 
 
 
 
 
 
 Job Description:
 
 
 
 Customer Journey Mapping &amp; Experience Design:
 
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 Map and continuously update end-to-end customer journeys (onboarding, payments, support, returns, complaints, etc.).
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 Identify CX gaps, friction points, and bottlenecks across digital and physical channels.
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 Collaborate with UX/UI, Product, Operations, and IT teams to improve experience touchpoints.
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 </ul>
 
 
 
 
 VOC (Voice of Customer) Insights &amp; Analytics:
 
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 Collect and analyze customer feedback from NPS, CSAT, CES, App reviews, Social, and Complaints.
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 Drive root cause analysis for recurring issues&mdash;classify by failure category (Process, System, Policy, People, Partner).
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 Present monthly VOC insights, complaint heatmaps, and opportunity dashboards to management.
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 Experience improvement &amp; CX Projects
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 Design and execute CX improvement initiatives (compensation matrix, automation, zero-touch journeys).
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 Collaborate with internal stakeholders to redesign policies, SLAs, and escalation flows.
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 Track impact of CX initiatives on customer satisfaction, churn, retention, complaints, and digital adoption.
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 </ul>
 
 
 
 
 CX Governance &amp; Standards:
 
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 Ensure policies and SOPs reflect customer-centric principles.
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 Develop CX playbooks, service standards, and communication tone guidelines.
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 Support implementation of CX frameworks: Net Promoter System, Service Blueprinting, Design Thinking.
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 </ul>
 
 
 
 
 Reporting &amp; Business Impact:
 
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 Prepare CX insights reports and dashboard summaries for Product, Operations, and CEO-level reviews.
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 Translate CX metrics into business impact (revenue recovery, churn prevention, retention, complaint cost).
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 Support CX benchmarking against competitors and best-in-class apps.
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 </ul>
 
 
 
 
 Key KPIs:
 
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 Reduction in Contact Rate / Failure Points
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 Improvement in NPS / CSAT / CES
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 Complaint Resolution Time Reduction
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 Digital Adoption &amp; Journey Completion Rate
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 CX ROI / Revenue Protection / Churn Reduction
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 </ul>
 
 
 
 
 
 
 
 Qualifications:
 
 
 <ul>
 <li>
 2&ndash;5 years of experience in Customer Experience, Service Design, Quality Assurance, Product Operations, or Process Improvement
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 Bachelor's degree in business, marketing, service design, industrial engineering, or any related field
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 Knowledge in [CX &amp; analytics NPS, CSAT, root cause analysis, journey mapping, service blueprinting tools excel, power BI, CRM analytics, dashboard tools Business Understanding product lifecycle, user behavior, digital conversion, SLAs]
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 Experience in fintech, eCommerce, logistics, or tech-driven services is a plus.
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 Strong presentation &amp; reporting skills
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 Excellent English &amp; Arabic
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 </ul>
 
 
</div>

Customer Experience Analyst

Join e& Egypt and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

e& Egypt

ABOUT_COMPANY

CRM Support Manager

Customer Experience Analyst