Customer Service Manager

Industry: Tourism & Travel

Employment Type: Full-time

Work Location: Dokki, Giza

Days Off: One day off per week

Job Summary

We are seeking an experienced and passionate Customer Service Manager to lead our customer service team in delivering exceptional support to travelers and clients. The ideal candidate will have a strong background in the tourism industry, excellent leadership skills, and a customer-first mindset. You will be responsible for managing customer inquiries, resolving complaints, improving service quality, and ensuring every client interaction reflects our commitment to excellence.

Key Responsibilities

Team Leadership & Management

Lead, mentor, and manage a team of customer service representatives
Conduct regular training sessions to enhance product knowledge and service skills
Create shift schedules and ensure adequate coverage during peak hours
Conduct performance evaluations and provide constructive feedback
Foster a positive, collaborative, and customer-focused team culture

Customer Service Operations

Oversee daily customer service operations across phone, email, chat, and in-person inquiries
Handle escalated customer complaints and complex travel-related issues
Ensure timely and accurate responses to all customer inquiries
Monitor service levels and implement improvements to meet or exceed targets
Develop and maintain customer service standards, policies, and procedures

Quality Assurance

Monitor customer interactions to ensure quality and consistency
Analyze customer feedback and implement service improvements
Prepare regular reports on customer service metrics and performance
Identify trends in customer inquiries and complaints to proactively address issues

Collaboration

Coordinate with reservations, operations, and sales teams to ensure seamless customer experiences
Work with marketing to communicate customer insights and feedback
Liaise with travel partners, hotels, and service providers to resolve customer issues

Process Improvement

Identify opportunities to streamline customer service processes
Implement technology solutions to improve efficiency and customer experience
Develop FAQs, response templates, and knowledge base resources

Qualifications & Requirements

Education & Experience

Bachelor's degree in Tourism, Hospitality, Business Administration, or related field
Minimum 3-5 years of experience in customer service, with at least 2 years in a supervisory or managerial role
Proven experience in the tourism and travel industry is essential

Technical Skills

Proficiency in CRM software and customer service platforms
Familiarity with travel booking systems (Amadeus, Sabre, Galileo) is a strong plus
MS Office proficiency (Excel, Word, Outlook)
Experience with social media customer service tools is advantageous

Language Requirements

Arabic: Native or fluent (spoken and written)
English: Excellent command (spoken and written) – must be able to communicate professionally with international clients and partners

Personal Attributes & Soft Skills

Customer-focused mindset with genuine passion for helping people
Strong leadership abilities to motivate and guide a team
Excellent communication and interpersonal skills
Problem-solving mindset with ability to handle stressful situations calmly
Attention to detail and commitment to accuracy
Organizational skills to manage multiple priorities
Flexibility to adapt to changing situations and peak travel seasons
Cultural awareness and sensitivity when dealing with international clients

Working Conditions

Location: Dokki, Giza (onsite)
Working Days: 6 days per week
Day Off: One rotating or fixed day off (to be discussed during interview)
Working Hours: Standard business hours with occasional flexibility during peak seasons
Travel: May require occasional travel for training or industry events

What We Offer