Customer Service Manager

( Customer Care Manager )

Responsibilities:

• Lead, mentor, and manage a team of class mentors to deliver exceptional service and meet performance targets
• Develop and optimize customer communication scripts, service workflows, and resolution guidelines
• Monitor daily and monthly performance metrics and provide continuous coaching and feedback
• Ensure all customer interactions meet quality, brand, and service excellence standards
• Help to handle customer inquiries and complex cases with professionalism and empathy
• Collaborate closely with sales, marketing, and operations teams to ensure seamless customer journeys and consistent messaging
• Conduct regular training sessions to enhance product knowledge, service skills, and communication techniques
• Identify trends in customer feedback and recommend process improvements to enhance customer experience
• Prepare and present performance reports, insights, and recommendations to senior management

Requirements:

• Minimum of 5 years of experience in customer care, or a related field, with at least 3 years in a supervisory or managerial role
• Strong leadership, coaching, and team management skills
• Customer-centric mindset with a proven ability to drive service excellence and team performance
• Excellent communication and problem-solving skills
• Experience working with CRM systems, ticketing platforms, and performance reporting tools
• Ability to analyze data and translate insights into actionable improvements
• Professional proficiency in English, both written and spoken

Work Schedule & Location:

Location:

• Maadi, Cairo (on-site position)

Schedule:

• Sunday to Thursday: 12:00 PM – 9:00 PM (includes a 1 hour and 15 min break )
• Saturday: 12:00 PM – 4:00 PM
• Friday: Day off

Apply Now!

Send your resume to: sohilama@51talk.com

Or reach out via WhatsApp: 01205576576