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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

Talaat Moustafa Group

<div>
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Effectively sell TMG&rsquo;s properties through comprehensive negotiation strategies.
 </li>
 <li>
 Cultivate and maintain positive business relationships with customers to enhance rapport and trust.
 </li>
 <li>
 Proactively reach out to potential customers through referrals and networking.
 </li>
 <li>
 Meet and exceed agreed-upon sales targets and deadlines.
 </li>
 <li>
 Coordinate efforts with team members and other departments to maximize results.
 </li>
 <li>
 Provide reports on customer needs, competitive activities, and potential opportunities for new products/services to the direct manager.
 </li>
 <li>
 Stay informed about current sales market trends, best practices, and promotional strategies.
 </li>
 <li>
 Process customer orders by referencing price lists and product literature, and direct customers to appropriate departments to facilitate the sales process.
 </li>
 <li>
 Maintain accurate reports, including daily call logs, weekly targeted plans, and monthly performance results.
 </li>
 <li>
 Address customer complaints by investigating issues, developing solutions, and preparing reports with recommendations for the direct manager.
 </li>
 <li>
 Collaborate with colleagues to achieve collective goals and results.
 </li>
 </ul>
 
 
 Qualifications:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in business administration, Management, Marketing, or a related field.
 </li>
 <li>
 1-3 years of progressive experience in real estate sales.
 </li>
 <li>
 Excellent command of English; proficiency in additional languages is a plus.
 </li>
 <li>
 Strong communication skills and a proven ability to work effectively in a team.
 </li>
 <li>
 Willingness to work from alternate locations as needed.
 </li>
 <li>
 Commitment to delivering exceptional customer service.
 </li>
 <li>
 Ability to thrive in a fast-paced, dynamic environment.
 </li>
 <li>
 Results-oriented mindset with a focus on achieving goals
 </li>
 </ul>
 
 
</div>

Senior Property Consultant

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)

Majid Al Futtaim

<div>
 
 JOB TITLE
 
 
 
 Senior Associate - Contact Centre | MAF Global Solutions | Global Solutions Egypt
 
 
 
 Role Summary
 
 
 
 The role will support the Members Services Manager on delivery of customer obsessed, best in class, effortless service across all tiers of the SHARE rewards programme at the Contact Centre. This includes the development of procedures, processes, recruitment, QA and close loop escalation management.
 
 
 
 ROLE PROFILE
 
 
 
 <ul>
 <li>
 Active management of the SHARE Cairo - Egypt Contact Centre contracted services, responsible for provision of timely product and procedural updates to facilitate best in class customer experience.
 </li>
 <li>
 Work with the Manager on the evolution of service through all customer contact points, leveraging technology and training to deliver a seamless, first time resolution approach.
 </li>
 <li>
 Knowledge Management creation &amp; timely updates.
 </li>
 <li>
 Process creation, optimization, updates, customer journey re-engineering &amp; documentation.
 </li>
 <li>
 Work closely with counter party personnel at other SHARE contact centres align on process &amp; procedure, trainings, quality, launch of new products, SLAs, and KPIs .
 </li>
 <li>
 Provide access to BU systems, databases, whitelisting of websites required to service the customer
 </li>
 <li>
 Work closely with other internal departments to ensure complaints are resolved and enable seamless member experience.
 </li>
 <li>
 Definition &amp; process for outbound, upselling, cross selling
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Experience in designing and implementing wide-scale training programmes
 </li>
 <li>
 Ability to work in a diverse, international company and able to work with multiple stakeholders and matrix managed teams.
 </li>
 <li>
 Experience of contact centre design and implementation
 </li>
 <li>
 English and Arabic verbal communication skills
 
 
 </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>

Senior Associate - Contact Centre

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

e& Egypt

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

Customer Experience Analyst

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

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