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customer care manager

TLD-THE LAND DEVELOPERS

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 Job Purpose
 
 
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 The Customer Care Supervisor is responsible for overseeing the daily operations of the customer service team, ensuring an exceptional customer experience through efficient handling of inquiries, complaints, and service requests. This role includes coaching and motivating the team to achieve performance goals, maintain high-quality standards, and resolve customer issues promptly.
 
 
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 Key Responsibilities:
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 Supervise and support the customer care team to deliver outstanding service to clients and the sales team.
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 Manage and resolve escalated client complaints and service issues promptly and effectively.
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 Monitor the customer care process from post-sale to handover, ensuring a seamless experience.
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 Collaborate closely with the handover team to facilitate effective property handover processes, including documentation, final inspections, and snagging.
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 Coordinate with internal departments (sales, legal, engineering, facility management) to address customer queries.
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 Ensure accurate documentation of all customer interactions, service issues, and resolutions.
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 Track customer satisfaction metrics and develop strategies to enhance service delivery.
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 Conduct regular training sessions for the customer care team to improve service quality.
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 Oversee the collection of customer feedback (surveys, calls, etc.) and analyze trends for service improvement.
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 Assist in the creation and enforcement of service policies, standards, and procedures.
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 Provide regular reports to senior management on service performance, key issues, and client concerns.
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 Key Accountabilities
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 Ensure the customer care team operates efficiently and effectively, meeting service standards and supporting internal stakeholders.
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 Take ownership of escalated issues, providing prompt resolutions to maintain client satisfaction and protect the company's reputation.
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 Oversee all stages of the customer care lifecycle to guarantee consistent quality and smooth transitions.
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 Facilitate collaboration across departments to efficiently address and resolve customer concerns.
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 Maintain accurate and comprehensive records to support transparency, follow-up actions, and compliance.
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 Analyze satisfaction data to identify gaps and implement initiatives that enhance the overall customer experience.
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 Manage feedback mechanisms and utilize insights to drive continuous service improvements.
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 Job Specification (Qualifications)
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 Bachelor&rsquo;s degree in Business Administration, Marketing, or a related field. MBA is a plus.
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 Minimum of 5 years of experience in customer service or CRM roles, preferably within the real estate sector.
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 Strong knowledge of the real estate customer lifecycle, collections, and handover processes.
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 Proficiency in CRM software and Microsoft Office tools.
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 Excellent communication (verbal &amp; written) and interpersonal skills.
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 Problem-solving mindset with strong attention to detail and follow-through.
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Customer Care Supervisor

Orascom Development Egypt

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 Job Summary:
 
 
 
 
 
 
 The Customer Experience Manager will be the main contact for clients who escalate concerns directly to the CEO or senior management. They will handle sensitive cases, rebuild client trust, and make sure issues are resolved quickly and effectively. The manager will also review common problems and work with other teams to improve overall customer satisfaction.
 
 
 
 
 
 
 
 Job Responsibilities:
 
 
 
 
 
 
 
 1- Handle CEO-Level Escalations:
 
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 Personally manage and resolve client complaints or issues escalated to the CEO or executive office.
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 Provide timely and accurate updates to both the client and the CEO&rsquo;s office regarding case progress and resolution.
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 2- Root Cause Analysis &amp; Resolution:
 
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 Investigate the underlying causes of escalated complaints, coordinating with relevant departments (Sales, Delivery, Legal, CRM, Finance, etc.).
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 Ensure corrective and preventive actions are implemented to avoid recurrence.
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 3- Customer Communication Management:
 
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 Draft high-quality written responses and communicate complex issues clearly.
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 Ensure that the company&rsquo;s values, and customer-centric culture are consistently reflected in all client interactions.
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 Build and maintain strong relationships with internal stakeholders, external partners, property owners, and regulatory bodies, ensuring effective communication and alignment on complex issues.
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 4- Executive Reporting:
 
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 Prepare regular reports and dashboards for the CEO summarizing escalation cases, root causes, resolution timelines, and client satisfaction outcomes.
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 Identify recurring issues and recommend process improvements or policy changes.
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 5- Cross-Functional Collaboration:
 
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 Work closely with internal teams to ensure effective resolution of issues while maintaining accountability.
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 Support coaching initiatives to improve frontline staff&rsquo;s ability to handle potential escalations before they reach the CEO level.
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 6- Reporting &amp; Insights:
 
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 Own and deliver detailed performance reports, highlighting complaint volumes, key trends, risks, and performance against service level agreements (SLAs).
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 7- Customer Experience Strategy:
 
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 Contribute insights to enhance the overall customer journey and service standards.
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 Act as the &ldquo;voice of the customer&rdquo; within the organization, advocating for service improvements.
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 8- Compliance and Risk Mitigation:
 
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 Monitor and enforce compliance with customer protection rules and company procedures, working with compliance and legal teams to strengthen risk controls and improve how disputes are resolved.
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 Knowledge, Skills &amp; Experience:
 
 
 
 
 
 
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 Bachelor&rsquo;s degree in Business Administration, Marketing, Communications, or a related field (MBA preferred).
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 7-10 years of experience in customer experience, client relations, or service management, preferably in real estate, property development, or hospitality sectors.
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 Proven track record in managing high-stakes client relationships and resolving complex issues.
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 Strong understanding of real estate customer touchpoints (sales, handover, after-sales, and facility Management).
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 Excellent communication, negotiation, and conflict resolution skills.
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Customer Experience Manager- O West & Makadi Heights

Orange Business

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 About Us
 
 
 
 Join us at Orange Business!
 
 
 We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
 
 
 Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
 
 
 
 About The Role
 
 
 
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 Holds accountability for the Quality of solutions provided to Customer
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 Acts as the customers' primary point of contact and an escalation point
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 Has awareness of overall and service management profitability of their customers
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 Proactively identify existing Customer needs, and opportunities and grow the customer relation with Orange
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 Work with the account team to sell Orange products and services
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 Create and manage Service Improvement Plans triggered by:
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 Quality Connect Survey (related to any and all functional areas)
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 Customer Complaint (including those related to customer invoices
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 Proactive Action (identified proactively by the CSM)
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 Ensure customers complains are managed and resolved in a timely manner
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 Prepares periodic customer service reviews
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 Handles non-commercial customer queries and complex customer service issues
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 Proactively inform customer and end-users in advance of any anticipated service interruptions
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 Provides capacity analysis, forecasts and recommendations
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 Create and Review any internal root cause analysis (RCA) applicable to their customers and generate customer-facing RCA to be communicated to customers
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 Handles change requests, tracking of change implementation, change reporting and change billing.
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 Responsible for data integrity of customer information in all systems/tools
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 Provides customer with up-to-date technical documentation, including the Customer Operations Guide
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 Ensures all technical documentations are posted and updated
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 Responsible for EEMEA, NAM, and APAC customers
 
 
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 About You
 
 
 
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 Degree level or equivalent (Business or Science Degree);
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 5+ years of experience, preferably in a customer support in the telecommunication industry.
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 ITIL foundations certification is a must
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 Customer Service and Project Management Experience
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 Possess virtual team management experience
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 Good technical knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies
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 Possess excellent communication, negotiation, presentation and organization skillsIs fully empowered to coordinate all entities involved in technical performance of our solutions
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 Able to work independently with initiative and proactivity
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 Able to work well under pressure and can handle escalations calmly and competently
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 Fluent in both spoken and written English
 
 
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 You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.
 
 
 
 What We Offer
 
 
 
 You have unique experiences, skills and passions. Why not bring them all to Orange?
 
 
 Here, you can experience a rich, rewarding career and lifestyle that will surprise you with its breadth and potential. Imagine the excitement and satisfaction of what you can do where you can go, and the difference you can make here at Orange.We value our employees through various recognition programs at country and region and global level. One such program is Orange Stars Bravo which is designed to reward individual achievements that are contributing to building our company's internal culture and bringing it to life.
 
 
 
 Only Your Skills Matter
 
 
 
 Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.
</div>

Customer Service Manager

51Talk

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 Key Responsibilities
 
 
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 Lead, coach, and motivate a team of Class Mentors to achieve monthly KPIs in course completion, engagement, and referrals.
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 Increase student activity and satisfaction by driving consistent class attendance and proactive learning engagement.
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 Develop and execute strategies to generate new referral leads and improve conversion rates.
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 Monitor performance data, analyze trends, and design action plans for continuous improvement.
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 Collaborate with senior management to align operational goals with overall business objectives.
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 Conduct regular coaching, performance reviews, and training sessions to enhance team capabilities.
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 ✅
 
 What We&rsquo;re Looking For
 
 
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 Bachelor&rsquo;s degree or above.
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 At least
 
 5 years of experience
 
 in Customer Success, Account Management, or Education-related roles, including
 
 1+ year in a managerial position
 
 .
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 Strong command of
 
 English and Arabic
 
 , both written and spoken.
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 Proven track record of meeting or exceeding performance-based KPIs (e.g., engagement, course utilization, referrals).
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 Excellent leadership, coaching, and interpersonal skills.
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 Data-driven mindset, with strong analytical and problem-solving abilities.
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 Highly adaptable and thrives in a fast-paced, evolving environment.
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Docspert Health

<div>
 
 
 About the Company
 
 
 
 Docspert Health is a leading healthcare startup company that specializes in providing top-notch medical services to patients worldwide. Our goal is to help patients access high-quality medical care from the top expert doctors around the world, regardless of their location.
 
 
 
 
 
 
 Job Overview:
 
 
 
 
 
 
 We are seeking a highly motivated and detail-oriented Medical Doctor to join our medical operations team as a Case Manager. The successful candidate will be responsible for coordinating patient care through assessment, evaluation, planning, and implementation. In addition, the Case Manager will assist customers in obtaining online medical second opinions from our partner international expert doctors, coordinate the process of travel for treatment, and write and organize reports and other documents to help customers understand received medical reports.
 
 
 
 
 
 
 Responsibilities:
 
 
 
 
 
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 Assist customers (patients or anyone acting on their behalf) in person, over the phone, and by email throughout the process of obtaining an online medical second opinion consultation from our partner international expert doctors.
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 Coordinate the process of travel for treatment to ensure seamless and hassle-free travel arrangements for patients.
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 Write and organize reports and other documents with utmost accuracy and attention to detail, and help customers understand received medical reports.
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 Coordinate and facilitate patient care through assessment, evaluation, planning, and implementation.
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 Maintain the required knowledge level of the company&rsquo;s products, services, &amp; solutions and stick to agreed-on formal information sources to ensure delivering full and accurate information to the customer.
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 Follow agreed-on guidelines, policies, processes, &amp; procedures to ensure maintaining the customer&rsquo;s data confidentiality.
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 Perform the necessary &amp; right action on systems and tools to fulfil the customer request properly.
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 Participate in workgroups and/or be involved with the process improvement team to increase patient satisfaction.
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 Requirements:
 
 
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 Medical Graduate (holds a Bachelor of Medicine and Surgery), House officers are welcome to apply.
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 Fluent in written and spoken Arabic and English.
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 Excellent interpersonal, communication, and influencing skills are required to effectively interact with patients, families, healthcare providers, and colleagues.
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 Good problem-solving and prioritization skills, with close attention to detail, and the ability to handle multiple tasks simultaneously.
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 Benefits:
 
 
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 Competitive compensation package.
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 Continuous opportunities for professional development, including attending conferences, workshops, and seminars.
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 A collaborative team culture that values innovation, creativity, and respect.
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 If you are passionate about providing high-quality medical care to patients, have excellent communication skills, and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity at Docspert Health.
 
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Medical Doctor (Case Manager)

Fidia Pharma

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 Founded in 1946, Fidia is an Italian multinational pharmaceutical company, with R&amp;D, manufacturing, marketing and sales capabilities, and an extensive product portfolio, mainly based on Hyaluronic Acid, in strategic therapeutic areas such as Joint care, Eye care, Skin care, Specialty care, Health&amp;Wellness care. Headquartered in Abano Terme (PD), Fidia extends its global reach through local partners and distributors in 120+ countries worldwide, as well as with wholly owned subsidiaries.
 
 
 
 
 
 To strengthen our team in Egypt, we are looking for a Scientific Service Specialist to be based in Cairo. The position reports directly to the Country Manager.
 
 
 The selected candidate will play a key role in ensuring the quality and compliance of company processes, acting as a point of reference both for local authorities and for the corporate group.
 
 
 
 
 
 We are recruiting
 
 
 
 
 
 
 Scientific Service Specialist
 
 
 
 
 
 
 
 Responsibilities:
 
 
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 Implement the Quality Management System to control the distribution of medicinal products, medical devices and any other Fidia&rsquo;s products within the Territory according to the applicable standards, regulations and procedures.
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 Manage and control the quality and correct documentation of all actions under its responsibility.
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 Design, maintain local set of quality SOPs (related to good distribution practices), ensure local documentation management.
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 Organize and manage continuous training activities for the personnel.
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 Responsible for managing deviations, change control, CAPAs, complaints, recalls and all other topics related to the QMS.
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 Organize self-audit related to GDP requirements and manage corrective action plan.
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 Managing the external warehouse company and controlling of good distribution practices implementation in the site. Approving all service activities related to GDP.
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 Managing that all necessary additional requirements regarding the products listed in the legislation are implemented and followed.
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 Managing returned, rejected and recalled or counterfeit products, and give the final decision for the product, in conjunction with the MAH or Legal Manufacturer.
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 Managing product complaints from receipt to answer to the customer in collaboration with the Headquarter and manufacturer if different form HQ.
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 Be the Main Contact of local health authorities in coordination with corporate group for validation of communications.
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 Supporting for regulatory inquiries from authorities related to recalls and to adverse events.
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 Implement an approval process for suppliers and be in contact with distributor and suppliers
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 Representing the company in interactions with regulatory authorities, maintaining compliance with local legislation.
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 Requirements:
 
 
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 BSc. Of Pharmacy
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 Registered pharmacist in Egypt with an active practice license.
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 Minimum of 3 years experience in quality assurance
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 Knowledge of quality assurance activities such as issuing procedure, complaint managements.
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 Preferable knowledge of ISO 13485 standard and GDP
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 Excellent command of Arabic and English.
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 Strong leadership, organization, and compliance management skills.
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 The selected candidate must not be registered as a pharmacist-in-charge, technical manager, or scientific office manager for any other company or pharmacy.
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 </ul>
 
 
 
 
 
 Our Offer:
 
 
 
 Open ended contract as per the Egyptian Law
 
 
 Compensation Annual Base Salary: from 358,000 to 447,000 EGP
 
 
 based on the experience.
 
 
 
 
 
 
 Fidia benefits:
 
 
 
 In Fidia you will have unlimited access to training and coaching programs aligned with market best practices and opportunities for professional development through participation in internal job posting processes, pension fund with company integration and healthfund, merit review and referral programs, company canteen, staff discounts and access to the flu vaccination campaign
 
 .
 
 
 
 
 
 
 
 Fidia Farmaceutici promotes parity and inclusion in all its actions. All people from the status of candidate to that of employee and throughout the duration of their employment relationship are entitled to the same opportunities and protections regardless of gender identity, sexual orientation, ethnicity, migration background, religion, nationality, age. All company procedures are therefore drafted in compliance with the principles expressed in the previous point; any divergences should be promptly brought to the attention of the People &amp; Culture Department
 
 .
 
 
 
 
</div>

Scientific Service Specialist

Explore 674+ Customer care manager in Cairo this December. Find roles across top companies and apply now to boost your career.

674 customer care manager jobs IN Cairo

Customer Care Supervisor

Customer Experience Manager- O West & Makadi Heights

Customer Service Manager

Customer Service Manager

Customer Service Manager

Medical Doctor (Case Manager)

Scientific Service Specialist