complaints manager

Emirates NBD

<div>
 
 
 Job Duties &amp; Responsibilities:
 
 
 <ul>
 <li>
 Analyze customer data to identify opportunities for improvements in business processes that lead to an increased number of complaints/ inquiries.
 </li>
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 Serves as an operational resource in the analysis of events through expedited problem identification, recommendations and resolutions.
 </li>
 <li>
 Maintains collaborative relationships across the organization based on trust, expertise, and reliability to obtain information and content from leaders and front-line staff, fostering successful root cause completion.
 </li>
 <li>
 Facilitates process mapping sessions and focus groups to gain understanding of business processes and underlying problem areas.
 </li>
 <li>
 Uses clear and understandable communication to report on findings, and recommendations.
 </li>
 <li>
 Suggests amendments to current practices in an effort to build greater consistency across customer touchpoints.
 </li>
 <li>
 Assist in the delivery of proactive service by coaching the call center agents.
 </li>
 <li>
 Manage some initiatives identified as part of segment/product customer journeys.
 </li>
 <li>
 Ensure regular updates are shared with the management team.
 </li>
 <li>
 Work with cross-functional teams to implement the improvements identified within the stipulated time.
 </li>
 <li>
 Ensure that the complaints team is up to date in terms of required training and knowledge.
 </li>
 <li>
 5-7 years of banking experience, with strong focus on customer relationship management and complaints handling.
 </li>
 </ul>
 
 
</div>

Complaints Manager

The HEINEKEN Company

<div>
 
 Job Purpose
 
 
 
 Acts as a liaison between the company and customers and assists with orders, complaints, and inquiries to ensure customer satisfaction.
 
 
 
 Duties And Responsibilities
 
 
 
 <ul>
 <li>
 Takes orders through online platforms, emails or directly from the account manager.
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 Informs customers in case of any out-of-stock products.
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 Replies to all customer inquiries on anything related to the company&rsquo;s products.
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 Informs account managers in case of any client credit issues to be resolved.
 </li>
 <li>
 Inputs email orders on the SAP system and replies with data on the delivery date and product availability.
 </li>
 <li>
 Sends a report to account managers three times a day regarding any issues with customers that can be resolved from their side, such as credit issues.
 </li>
 <li>
 Handles orders from plants (primary distribution) as well as orders for non-alcoholic beverages (NAB) and alcoholic beverages (AB) and PepsiCo.
 </li>
 <li>
 Follows up on all orders on the Business to Business system and informs customers in case of any issues.
 </li>
 <li>
 Send some orders to primary distribution.
 </li>
 <li>
 Handles all service complaints related to sales, drivers, and technicians. Inputs data on the system and informs the relevant teams to ensure that the issue is resolved on time based on service level agreement terms.
 </li>
 <li>
 Aligns with the supply chain department in case of complaints related to product shortages.
 </li>
 <li>
 Informs distribution manager of any issues related to delivery of products, such as inaccurate quantity.
 </li>
 <li>
 Handles and informs the quality team about finished goods&rsquo; complaints from consumer or customer or warehouses. Awaits feedback and reports any quality issues to the management.
 </li>
 <li>
 Handles complaints related to material-handling equipment. Registers complaints and informs the relevant parties.
 </li>
 <li>
 Ensures installation and de-installation of assets (fridge or draught) based on customer requests.
 </li>
 <li>
 Handles any visibility issues in collaboration with the marketing team.
 </li>
 <li>
 Conducts a &ldquo;voice of customer&rdquo; survey by calling customers and asking about their satisfaction and recommendations. Suggests action plans based on the survey results.
 </li>
 <li>
 Performs a maintenance survey by asking clients about the performance of the maintenance team.
 </li>
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 Updates and sends case fail rate (CFR) report to the supply chain team.
 </li>
 <li>
 Updates the performance dashboard with information on all the received calls, abandoned calls (reasons: agent, queue, other), and sales orders.
 </li>
 <li>
 Updates the PepsiCo dashboard with data on the number of orders for PepsiCo, volume in hectoliter, etc.
 </li>
 <li>
 Updates the complaints dashboard including: complaint sources, analysis versus the previous year, complaint per product, complaint per factory, etc.
 </li>
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 Updates the customer request order report and sends it to the sales team on a daily basis.
 </li>
 <li>
 Develops monthly maintenance and installation survey reports.
 
 
 </li>
 </ul>
 Disclaimer: Other duties assigned as needed.
 
 
 
 Education &amp; Experiences
 
 
 
 
 Educational Background
 
 
 
 Bachelor degree in Business Administration is preferable
 
 
 
 Years Of Experience
 
 
 
 0 -2 years of experience in in managing Call Center\Customer Service function.
 
 
 
 Qualifications &amp; Other Requirements
 
 
 
 Excellent command of English Language
 
 
 Skills in Microsoft (Excel &amp; PowerPoint), Power Bi is a plus
 
 
 Profound knowledge of ERP\Quality systems, preferably SAP
 
 
 Profound Knowledge of CRM systems, preferably Salesforce
 
 
 
 Personal Skills
 
 
 
 <ul>
 <li>
 Proactive
 </li>
 <li>
 Self-motivated
 </li>
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 Customer and Detailed oriented
 </li>
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 Interpersonal\communication skills
 </li>
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 Negotiation skills
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 Problem solving and Decision maker; able to respond swiftly to arising issues take quick decisions.
 </li>
 <li>
 Able to manage stress and motivates
 </li>
 </ul>
 
 #addjob
 
 
 
</div>

Customer Service Officer - CSLP Support

Premier Services and Recruitment

<div>
 
 Key Responsibilities:
 
 
 Building positive relationships with customers
 
 
 Assisting with generating new business
 
 
 Identifying opportunities for greater profits
 
 
 Understand customer needs and develop plans to address them
 
 
 Identify key staff in client companies to cultivate profitable relationships
 
 
 Resolve customer complaints quickly and effectively
 
 
 Promote high-quality sales, supply and customer service processes
 
 
 Aim to preserve customers and renew contracts
 
 
 Approach potential customers to establish relationships
 
 
 Gain solid knowledge of competitors
 
 
 
 
 
 
 
 
 Qualifications &amp; Requirements:
 
 
 7+ years of Experience, Proven experience as a Client Relationship Manager
 
 
 Bachelor&rsquo;s degree in business, marketing or related field.
 
 
 Experience in sales, marketing or related field, Knowledge of customer relationship management (CRM) practices.
 
</div>

Relationship Manager

Wadi Degla Developments

<div>
 
 Are you passionate about creating vibrant and well-managed residential communities? Do you thrive in a customer-centric role where you can make a meaningful impact on residents&rsquo; experiences?
 
 Wadi Degla Developments
 
 is looking for a
 
 Community Manager
 
 to oversee and enhance the residential community experience at our
 
 Cairo
 
 projects.
 
 
 
 
 
 
 Job Purpose:
 
 
 
 As a
 
 Community Manager
 
 , you will be responsible for managing post-handover client relations, ensuring smooth operations, handling customer inquiries, and fostering a strong sense of community within the residential project. You will lead a dedicated team to maintain high service standards, enhance customer satisfaction, and ensure the community operates efficiently and profitably.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 Resident &amp; Community Engagement:
 
 
 <ul>
 <li>
 Act as the main point of contact for homeowners and residents, addressing their needs, inquiries, and concerns.
 </li>
 <li>
 Ensure timely handling of all customer service requests, inquiries, and complaints while maintaining service quality standards.
 </li>
 <li>
 Foster a strong sense of community by organizing events, giveaways, and resident engagement activities.
 </li>
 </ul>
 
 
 Community Operations &amp; Facility Management:
 
 
 <ul>
 <li>
 Oversee the daily operations of the project, ensuring service quality, adherence to community regulations, and compliance with established KPIs.
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 Conduct regular site inspections to monitor the community&rsquo;s aesthetics, safety, and overall experience, ensuring all maintenance and enhancement needs are identified and addressed.
 </li>
 <li>
 Manage the rules, policies, and procedures related to community operations, property modifications, and resident violations.
 </li>
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 Supervise the access control system and security protocols to ensure a safe and well-maintained community.
 </li>
 </ul>
 
 
 Revenue &amp; Financial Management:
 
 
 <ul>
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 Handle and ensure the collection of maintenance fees, utilities, private garden upkeep fees, and other service charges.
 </li>
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 Monitor and manage any outstanding fees, taking necessary actions to ensure timely payments.
 </li>
 </ul>
 
 
 Collaboration &amp; Coordination:
 
 
 <ul>
 <li>
 Work closely with cross-functional teams (facilities management, security, legal, finance, customer service, and marketing) to address resident concerns and enhance community standards.
 </li>
 <li>
 Coordinate with the legal team regarding resident disputes, compliance issues, and policy enforcement.
 </li>
 </ul>
 
 
 Enhancing the Community Experience:
 
 
 <ul>
 <li>
 Oversee community upgrades and enhancements, including landscaping, signage, infrastructure maintenance, and resident-requested modifications.
 </li>
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 Ensure all community guidelines align with the project&rsquo;s design standards and resident expectations.
 </li>
 <li>
 Maintain and regularly update resident databases and community records on the system.
 </li>
 </ul>
 
 
 
 
 
 Requirements:
 
 
 
 
 Education:
 
 
 
 Bachelor&rsquo;s degree in Business Administration, Hospitality, Real Estate Management, or a related field.
 
 
 
 Experience:
 
 
 
 5-7 years in community management, customer relations, or real estate operations. Prior experience in managing residential compounds or hospitality projects is a plus.
 
 
 
 
 
 
 Key Skills &amp; Competencies:
 
 
 <ul>
 <li>
 Excellent customer service and communication skills
 </li>
 <li>
 Strong leadership and team management abilities
 </li>
 <li>
 Problem-solving and decision-making skills
 </li>
 <li>
 Ability to handle conflicts and resolve resident disputes professionally
 </li>
 <li>
 Strong organizational and planning capabilities
 </li>
 <li>
 Proficiency in Microsoft Office &amp; CRM system
 
 s
 
 </li>
 </ul>
</div>

Community Manager

The German University in Cairo

<div>
 
 We are looking for a motivated and professional HR Specialist to join our team and support end-to-end human resources operations. The role involves recruitment, employee support, and HR administration in line with the University&rsquo;s policies and processes.
 
 
 The ideal candidate is a strong communicator with solid knowledge of recruitment practices, labor regulations, and HR operations, and is passionate about supporting employees throughout their journey with the University.
 
 
 
 
 
 Responsibilities:
 
 
 
 
 <ol>
 <li>
 Communicate with department heads and managers to stay abreast of current and future hiring and business needs.
 </li>
 <li>
 Review current workforce data, future business projections, and turnover rates and help anticipate hiring needs.
 </li>
 <li>
 Conduct job analysis and concise job descriptions that accurately reflect the position's duties, qualifications, and expectations.
 </li>
 <li>
 Conduct the recruitment and selection process by posting job openings, sourcing candidates, screening resumes, conducting interviews, and hiring processes.
 </li>
 <li>
 Coordinate new hire orientation and onboarding activities, including paperwork completion and introduction to university culture, policies, and procedures.
 </li>
 <li>
 Conduct exit interviews with departing employees to gather feedback and identify areas for improvement.
 </li>
 <li>
 Receive employee concerns, inquiries, complaints, grievances, conflicts, and disciplinary actions, promoting fair treatment and suggesting resolution following university policies and applicable laws.
 </li>
 <li>
 Write and submit reports on HR functions such as turnover, retention, and recruitment as requested by the manager.
 </li>
 <li>
 Perform any task assigned to him/her related to the job.
 </li>
 </ol>
 
 
 
 
 Qualifications:
 
 
 
 
 
 1. Fluent English Language skill, German Language is an asset.
 
 
 2. Outstanding verbal and written communication skills.
 
 
 3. Solid problem-solving and team management abilities.
 
 
 4. Proficiency in or knowledge of using a variety of computer software applications, especially Microsoft Office programs.
 
 
 5. High level of interpersonal skills to handle sensitive and confidential situations and documentation.
 
 
 6. Customer service oriented.
 
 
 
 
 
 Requirements:
 
 
 
 
 
 1. Education: Bachelor degree in Management/Business Administration or relevant field.
 
 
 2. Experience: 1 to 3 years&rsquo; experience.
 
 
 
 
 
 Applications will be reviewed until position is filled. For best consideration, submit applications before 20th of January, 2026.
 
</div>

Human Resources Specialist

Talent 360 ME

<div>
 
 Job Title:
 
 
 Social Media/Customer Service -
 
 
 [Maadi]
 
 
 
 
 Job Summary:
 
 
 
 Gebnalak.com is looking for a passionate and dedicated Arabic Customer Service Specialist to join our team. The ideal candidate is detail-oriented, solution-driven, and thrives on delivering excellent service. If you enjoy communicating with people, solving problems, and making an impact, we&rsquo;d love to hear from you!
 
 
 
 Key Responsibilities:
 
 
 
 <ul>
 <li>
 Professionally handle customer inquiries and complaints via phone and social media.
 </li>
 <li>
 Respond to comments, messages, and reviews on social media platforms.
 </li>
 <li>
 Process and resolve customer complaints related to product sales in a timely and efficient manner.
 </li>
 <li>
 Follow up on complex customer cases when needed to ensure complete resolution.
 </li>
 <li>
 Accurately record and update customer interactions, feedback, and actions taken in the CRM system.
 </li>
 <li>
 Track and follow up on customer orders, ensuring timely and accurate delivery.
 </li>
 <li>
 Ensure a smooth and satisfying customer journey from start to finish.
 </li>
 <li>
 Maintain punctuality and respect work schedules and deadlines.
 </li>
 <li>
 Demonstrate tact, patience, and professionalism when handling sensitive or challenging situations.
 
 
 
 </li>
 </ul>
 
 Required Values and Skills:
 
 
 
 <ul>
 <li>
 Strong sense of leadership and responsibility
 </li>
 <li>
 Willingness to learn and grow
 </li>
 <li>
 High level of dedication and commitment to work
 </li>
 <li>
 Exceptional attention to detail
 </li>
 <li>
 Passion for challenges and achieving results
 </li>
 <li>
 Excellent communication and problem-solving skills
 </li>
 <li>
 Ability to remain calm and professional under pressure
 
 
 
 </li>
 </ul>
 
 Location:
 
 Maadi, Cairo
 
 
 
 Working Hours:
 
 9:00 AM to 5:00 PM
</div>

Social Media / Arabic Customer Service

Beyti - an Almarai Subsidiary

<div>
 
 
 Job Responsibilities /Tasks:
 
 
 <ul>
 <li>
 Constantly striving to manage the cost savings with an ongoing cost-reduction process by addressing new alternative materials/suppliers.
 </li>
 <li>
 Responsible to ensure all materials are available for all concerned stakeholders without any shortages.
 </li>
 <li>
 Create cost saving programs that contribute to company&rsquo;s cost saving goals.
 </li>
 <li>
 Seek new sources of goods and services (local/abroad), attend international fairs, update the company&rsquo;s database with qualified suppliers by identifying new ones and following-up the performance of current ones ensuring that the firm always keep more than a back-up supplier for each purchased item.
 </li>
 <li>
 Ensure that prices level is in compliance with the international trend for all primary raw materials monitoring all parameters that may affect with a fair knowledge on material pricing and sourcing charts &amp; strategies.
 </li>
 <li>
 Design the most appropriate approach for the procurement of goods /services in accordance with the procurement policy, processes &amp; best practice.
 </li>
 <li>
 In liaison with the planning function, set-up the annual purchasing plan, budget, and cash flow to be admitted by the Procurement Manager.
 </li>
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 Arrange logistics for bringing in materials from the shortest routes with minimum costs and within stipulated deadlines.
 </li>
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 Develop procurement plans, monitor lead, and control the quality of work.
 </li>
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 Develop &amp; maintain good working relationship with all internal stakeholders to meet demand in time.
 </li>
 <li>
 Identify key suppliers/ vendors in the market and develop relations to ensure smooth value chain.
 </li>
 <li>
 Manage and enhance company&rsquo;s relationship with suppliers, following-up and encouraging improvement in supplier performance, decreasing number of customers&rsquo; complaints: including the reduction in the reject level, the percentage/ frequency of stock-outs, and the number of emergency orders placed to cover shortage.
 </li>
 <li>
 Negotiate and resolve critical procurement issues, using decision-making skills to confront daily pressure of negotiating and approving terms and prices of foreign/local materials.
 </li>
 <li>
 Review and evaluate the received procurement requests, analyze technical specifications, commercial and legal aspects and determine the requested supplier (international/ local).
 </li>
 <li>
 Follow up and review the supplier performance for evaluation, detect any noticeable deviation from the terms of the contract/ PO for appropriate action.
 </li>
 </ul>
 
 
 
 
 
 Qualifications/Skills:
 
 
 
 &bull; Bachelor&rsquo;s degree from a reputable University.
 
 
 &bull; Minimum of 5 years of experience in direct procurement.
 
 
 &bull; Problem solving skills.
 
 
 &bull; Communication &amp; Analytical skills
 
 
 &bull; Time Management skills.
 
</div>

Procurement Lead - Packaging

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