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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>
 <li>
 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

Allianz Egypt

<div>
 
 
 Roles and Responsibilities
 
 
 
 
 
 <ul>
 <li>
 Execute sales activities across assigned bank branches by promoting insurance and financial solutions to customers to achieve branch sales targets and contribute to the company&rsquo;s overall vision.
 </li>
 <li>
 Conduct continuous lead generation activities by leveraging walk-ins, data mining, referrals, and outbound calls to maintain a strong sales pipeline and maximize conversion opportunities.
 </li>
 <li>
 Perform thorough fact-finding assessments with customers by identifying their financial and insurance needs to recommend tailored solutions that enhance customer protection and satisfaction.
 </li>
 <li>
 Deliver excellent customer service at assigned branches by responding to inquiries, handling requests and complaints, and coordinating with the Account Manager to ensure high service quality and client retention.
 </li>
 <li>
 Ensure proper completion of all required documents and medical examinations by guiding clients and verifying submissions to facilitate smooth processing and policy issuance.
 </li>
 <li>
 Follow up with operations and underwriting teams by tracking required documents and actions to ensure timely issuance of policies and minimize delays.
 </li>
 <li>
 Prepare regular sales and referral reports by tracking closing ratios, ASE, and qualitative indicators to provide accurate performance insights and support decision-making.
 </li>
 <li>
 Participate in weekly meetings with the Account Manager by presenting production updates and discussing relevant matters to align goals and address operational needs.
 </li>
 <li>
 Engage branch managers and staff by maintaining open communication and knowledge sharing on Allianz products to strengthen partnerships and enhance sales collaboration.
 </li>
 <li>
 Promote reciprocal business opportunities by referring customers to bank staff for banking products and escalating key updates to branch management to foster mutual growth and maintain strong working relationships.
 </li>
 </ul>
 
 
 
 
 
 Pre-requisites (Education, Professional Experience)
 
 
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in business administration or a related field.
 </li>
 <li>
 1 - 3 years of experience in sales
 </li>
 </ul>
 
 
</div>

Insurance Specialist (Telesales)

FlairsTech

<div>
 <ul>
 <li>
 Develops Healthy Customer Relationship.
 </li>
 <li>
 Acts as a Customer Advocate and point of contact.
 </li>
 <li>
 Upsell services and products with the brand image and achieves expansion targets.
 </li>
 <li>
 Review customer complaints and concerns and seek to improve the customer experience.
 </li>
 <li>
 Achieve a financial target based on customer retention and products and services expansion.
 </li>
 <li>
 Drive Customer Success outcomes by driving adoption and increasing active usage.
 </li>
 <li>
 Conduct periodic touch points to measure customer satisfaction and product deployment levels.
 </li>
 <li>
 Proactively review customer consumption VS purchase to help customers optimize their investment.
 </li>
 <li>
 Drive Customer Success outcomes by driving adoption and increasing active usage.
 </li>
 <li>
 Work with internal cross-functional counterparts in Sales, Product, Engineering and Professional Services to evolve, scale and mature our customers
 </li>
 <li>
 Maintain customer satisfaction by removing roadblocks, and influencing product roadmaps in support of our existing customers
 </li>
 <li>
 Work with customer to programmatically measure success &amp; operationalize business cadence through regular communication along with thoughtful Quarterly Business Reviews
 </li>
 <li>
 Develop services plan, and overall services alignment, to drive appropriate levels of enablement and adoption for long term growth and consumption of products
 </li>
 <li>
 Partner with internal Account team on cross-sell, up-sell and renewal opportunities
 </li>
 <li>
 Collaborate with peers to share best practices on Adoption, Enablement &amp; Change Management
 </li>
 <li>
 Share customer success stories &amp; related ROI
 </li>
 </ul>
 
 
 
 Requirements:
 
 
 
 <ul>
 <li>
 Demonstrated ability to negotiate contracts and close deals.
 </li>
 <li>
 Exceptional communication and interpersonal skills.
 </li>
 <li>
 Extremely detail-oriented, thrives in an ambiguous, and at times, fast-paced environment.
 </li>
 <li>
 Strong organizational skills Able to multitask, prioritize tasks.
 </li>
 <li>
 Experienced with CRM tools like Dynamics or SalesForce and Microsoft Office Suite.
 </li>
 <li>
 1-3 years experience as CSM, Account Manager or Sales roles in the tech field.
 </li>
 <li>
 Able to speak confidently with C-level associates as well as technical personnel.
 </li>
 <li>
 Fluent in English, verbal and written, additional languages will be a plus.
 </li>
 </ul>
 <li>
 </li>
 
 
</div>

Customer Success 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:
 
 
 
 
 
 1. Communicate with department heads and managers to stay abreast of current and future hiring and business needs.
 
 
 2. Review current workforce data, future business projections, and turnover rates and help anticipate hiring needs.
 
 
 3. Conduct job analysis and concise job descriptions that accurately reflect the position's duties, qualifications, and expectations.
 
 
 4. Conduct the recruitment and selection process by posting job openings, sourcing candidates, screening resumes, conducting interviews, and hiring processes.
 
 
 5. Coordinate new hire orientation and onboarding activities, including paperwork completion and introduction to university culture, policies, and procedures.
 
 
 6. Conduct exit interviews with departing employees to gather feedback and identify areas for improvement.
 
 
 7. Receive employee concerns, inquiries, complaints, grievances, conflicts, and disciplinary actions, promoting fair treatment and suggesting resolution following university policies and applicable laws.
 
 
 8. Write and submit reports on HR functions such as turnover, retention, and recruitment as requested by the manager.
 
 
 9. Perform any task assigned to him/her related to the job.
 
 
 
 
 
 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

Majid Al Futtaim

<div>
 
 
 BUSINESS INTRODUCTION
 
 
 
 Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 43,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie &amp; Fitch, &amp; Vox Cinemas. We believe in making Great Moments for Everyone, Every day.
 
 
 
 
 
 
 JOB TITLE
 
 
 
 Associate Manager &ndash; Marketplace Operations | MAF Retail | Marketplace
 
 
 
 
 
 
 ROLE SUMMARY
 
 
 
 The Associate Manager &ndash; Marketplace Operations is responsible for providing comprehensive assistance and support to sellers operating on the marketplace platform. The primary objective is to ensure a seamless and efficient selling experience for sellers by addressing their inquiries, resolving issues, and providing guidance on platform policies and procedures.
 
 
 
 
 
 
 ROLE PROFILE
 
 
 <ul>
 <li>
 Seller Assistance; Provide timely and comprehensive assistance to sellers via various communication channels (e.g., email, phone, chat) regarding account setup, product listing, order management, payment issues, and general inquiries
 </li>
 <li>
 Issue Resolution; investigate and resolve seller concerns, complaints, and disputes effectively and efficiently, ensuring a positive resolution and satisfactory outcome for both the seller and the customer.
 </li>
 <li>
 Platform Guidance: Educate sellers on platform policies, procedures, and best practices to ensure compliance and optimize their selling experience, including guidelines for product listings, pricing strategies, and promotional campaigns
 </li>
 <li>
 Execute the set project SOP and put forward enhancements to simplify and reduce overhead on the process
 </li>
 <li>
 Compliance and Policy Adherence: Ensure compliance with all marketplace policies, guidelines, and regulatory requirements. Stay informed about changes in marketplace policies and communicate updates to relevant stakeholders.
 </li>
 <li>
 Contributes to root cause analysis in escalation management
 </li>
 <li>
 Identifies process improvement opportunities (enhancements and pain points) at process/ function level
 </li>
 <li>
 Conducts regular audits of activities related to functional area and educates the team on quality errors
 </li>
 </ul>
 
 
 
 
 
 REQUIREMENTS
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Engendering, Marketing, Information technology, Computer science, Business administration)
 </li>
 <li>
 3 years + working experience, in Seller support, Customer support, Operations or seller experience.
 </li>
 <li>
 Preferably 2+ years in the retail/e-Commerce business or closely related industry
 </li>
 <li>
 MS Excel, MS Office Suite
 </li>
 <li>
 Understanding and experience with CRM software / Ticketing tool (e.g. Salesforce, Hubspot, Zoho etc.
 </li>
 </ul>
 
 
 
 
 
 WHAT WE OFFER
 
 
 <ul>
 <li>
 At Majid Al Futtaim, we&rsquo;re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We&rsquo;re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
 </li>
 <li>
 Work in a friendly environment, where everyone shares positive vibes and excited about our future.
 </li>
 <li>
 Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.
 </li>
 </ul>
 
 
</div>

Associate Manager – Marketplace Operations

Breadfast

<div>
 
 
 Role Objectives:
 
 
 
 The Logistics Coordinator &ndash; Food is responsible for managing daily delivery operations within assigned zones to ensure smooth and efficient order fulfillment. The role focuses on monitoring Delivery Associate (DA) performance, resolving on-ground challenges, managing vendor-related issues, and ensuring adherence to service-level standards (SLAs).
 
 
 
 Roles &amp; Responsibilities:
 
 
 <ul>
 <li>
 
 Daily Operations Management:
 
 </li>
 <li>
 Oversee daily field operations and ensure readiness of Delivery Associates.
 </li>
 <li>
 Track performance metrics such as attendance, login rates, acceptance, on-time pickup, and delivery completion.
 </li>
 <li>
 Identify and address operational bottlenecks such as vendor delays, traffic issues, or app challenges.
 </li>
 <li>
 
 DA Standards &amp; Compliance:
 
 </li>
 <li>
 Conduct pre-shift checks for appearance, equipment, and app readiness.
 </li>
 <li>
 Perform spot audits and ensure adherence to safety and conduct guidelines.
 </li>
 <li>
 
 Issue Handling &amp; Support:
 
 </li>
 <li>
 Serve as the first point of contact for DA-related issues such as device or vehicle failures and order disputes.
 </li>
 <li>
 Coordinate with relevant teams for quick resolutions and redeployments.
 </li>
 <li>
 
 Vendor Complaints Management:
 
 </li>
 <li>
 Log and investigate vendor complaints, ensuring timely resolution within SLA.
 </li>
 <li>
 Collaborate with Vendor Operations to identify recurring issues and prevent reoccurrence.
 </li>
 <li>
 
 Routing &amp; Dispatch Support:
 
 </li>
 <li>
 Validate delivery assignments and ensure efficient dispatching.
 </li>
 <li>
 Support real-time adjustments during peak hours to maintain performance targets.
 </li>
 <li>
 
 Reporting &amp; Documentation:
 
 </li>
 <li>
 Maintain daily logs for attendance, incidents, vendor tickets, and compliance checks.
 </li>
 <li>
 Prepare end-of-day and weekly performance summaries.
 </li>
 </ul>
 
 
 
 
 
 Required Education, Knowledge, and Skills:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Logistics, Supply Chain, or a related field.
 </li>
 <li>
 1&ndash;2 years of experience in logistics, delivery operations, or last-mile coordination (preferably in FMCG or e-commerce).
 </li>
 <li>
 Understanding of delivery operations and logistics workflows.
 </li>
 <li>
 Familiarity with route planning, dispatching systems, and performance tracking tools.
 </li>
 <li>
 Problem-solving mindset and ability to respond quickly to on-ground challenges.
 </li>
 <li>
 Good organizational and multitasking skills.
 </li>
 <li>
 Proficient in Microsoft Excel and data reporting.
 </li>
 <li>
 Team player with a proactive and adaptable attitude.
 </li>
 </ul>
 
 
 
</div>

Logistics Coordinator – Food

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