customer service manager

sales consultant

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client service representative (customer services) Jobs in Cairo

client service representative (customer services)

customer care consultant

customer experience consultant

Orascom Development Egypt

<div>
 
 
 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:
 
 <ul>
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 Personally manage and resolve client complaints or issues escalated to the CEO or executive office.
 </li>
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 Provide timely and accurate updates to both the client and the CEO&rsquo;s office regarding case progress and resolution.
 </li>
 </ul>
 
 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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 </ul>
 
 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.
 </li>
 </ul>
 
 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.
 </li>
 </ul>
 
 5- Cross-Functional Collaboration:
 
 <ul>
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 Work closely with internal teams to ensure effective resolution of issues while maintaining accountability.
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 <li>
 Support coaching initiatives to improve frontline staff&rsquo;s ability to handle potential escalations before they reach the CEO level.
 </li>
 </ul>
 
 6- Reporting &amp; Insights:
 
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 <li>
 Own and deliver detailed performance reports, highlighting complaint volumes, key trends, risks, and performance against service level agreements (SLAs).
 </li>
 </ul>
 
 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.
 </li>
 </ul>
 
 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.
 </li>
 </ul>
 
 
 
 
 
 
 
 
 
 Knowledge, Skills &amp; Experience:
 
 
 
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Marketing, Communications, or a related field (MBA preferred).
 </li>
 <li>
 7-10 years of experience in customer experience, client relations, or service management, preferably in real estate, property development, or hospitality sectors.
 </li>
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 Proven track record in managing high-stakes client relationships and resolving complex issues.
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 <li>
 Strong understanding of real estate customer touchpoints (sales, handover, after-sales, and facility Management).
 </li>
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 Excellent communication, negotiation, and conflict resolution skills.
 </li>
 </ul>
 
 
</div>

Customer Experience Manager- O West & Makadi Heights

e& Egypt

<div>
 
 
 Job Description
 
 
 
 
 
 <ul>
 <li>
 Responsible for overseeing the overall experience that customers have with E&amp; focusing on improving: -Customer satisfaction -Loyalty -Retention By implementing strategies and initiatives that enhance the customer journey across all customer interactions starting with: -Customer Consideration -Customer On Boarding -Customer life cycle Journey
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 Leading and supervising the execution of the customer experience strategy (segments section) to achieve E&amp; strategic objective mainly of being number one in TRIM and NPS
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 Conducting customer research and gathering feedback to understand customer needs and preferences.
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 Analyzing customer data and metrics to identify trends and areas for improvement
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 Collaborating with cross-functional teams to ensure a consistent and seamless customer experience across all touchpoints (Customer Care Call Centre &ndash; Customer care Social Media &ndash; Retail &ndash; Digital - IT)
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 Create related settings and definitions for the customer interactions (user interfaces, user experience; notifications; scripts guidelines across all communication channels.
 </li>
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 Measuring and reporting on key performance indicators related to customer satisfaction and loyalty
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 Managing and enhancing all Channels (OMNI Channels) throughout customers&rsquo; journey.
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 Drive new strategic initiatives across all channels aiming to leverage and enhance E&amp; channel experience to its best &bull;Manage Experience budget in a way that has a direct positive ROI impact via CX propositions.
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 Continuously improving processes and systems to enhance the overall customer experience
 </li>
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 Facilitate the development of the accountability action chain, establishing the approaches and implementation of research to understand customer loyalty and return on investment (ROI).
 </li>
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 Leading four main functions and key responsibilities 1. Product Excellence Program A) Feeders Engine Ensure the proper establishment and continuous expansion for the customer voice feeders and listeners, this includes: - Touch Points Visits Obtaining real customer pulse related to their interactions with the touch points covering all interaction types (Inquiries &ndash; Requests &ndash; Complaints) &ndash;
 </li>
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 Recorded Calls On Going hands on customer calls across all platforms and covering various call reasons ensuring the proper understanding of the customer needs and spotting the gaps / opportunities for enhancement.
 </li>
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 Focus Groups Planning the Customer Experience focus groups with a drill down approach measuring product specifics to identify the pain areas and potential risks that requires resolution
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 <li>
 Customer Verbatim Continuously analyze customer verbatim from all sources to detect customer pains and assess possible areas of improvement:
 </li>
 </ul>
 
 - TRIM - NPS - Digital Tracker - Focus Groups - Retail Tracker - Call Center Tracker - Detractors
 
 <ul>
 <li>
 Product Confidence Test Ongoing live health checks across all product journey aspects to assess the customer experience across each and every event pulling the trigger for the possible enhancements and gaps identification
 </li>
 <li>
 Product Benchmarking Planning the comparative analysis roadmap ensuring obtaining the necessary readings and market landscape on a periodical basis
 </li>
 <li>
 Product Manual Establishing and maintaining a sustainable Product Manual including all product stages from the onboarding stage ending with the Retention stage. Ensuring periodical updates for the manual based on the product evolution and new features introduced in the market
 </li>
 <li>
 Product Enhancements On Going enhancement track across all product aspects - Product notifications content - Product Notifications Sender names - Product transactions technical flows
 </li>
 <li>
 Digital enhancements Leading four main functions and key responsibilities 1. Product Excellence Program A) Feeders Engine Ensure the proper establishment and continuous expansion for the customer voice feeders and listeners, this includes:
 </li>
 <li>
 Touch Points Visits Obtaining real customer pulse related to their interactions with the touch points covering all interaction types (Inquiries &ndash; Requests &ndash; Complaints)
 </li>
 <li>
 Recorded Calls On Going hands on customer calls across all platforms and covering various call reasons ensuring the proper understanding of the customer needs and spotting the gaps / opportunities for enhancement. - Focus Groups Planning the Customer Experience focus groups with a drill down approach measuring product specifics to identify the pain areas and potential risks that requires resolution
 </li>
 <li>
 Product Manual Establishing and maintaining a sustainable Product Manual including all product stages from the onboarding stage ending with the Retention stage. Ensuring periodical updates for the manual based on the product evolution and new features introduced in the market
 </li>
 <li>
 Product Enhancements On Going enhancement track across all product aspects - Product notifications content
 </li>
 <li>
 Product Notifications Sender names - Product transactions technical flows - Digital enhancements
 </li>
 <li>
 Touch Points Program Ensuring seamless experience across all touch points Customer Care Tracking and Monitoring the all interactions (Inquiries &ndash; Requests &ndash; Complaints) per platform and designing the customer empowerment tactical plan ensuring hitting a double edged objective
 </li>
 <li>
 Customer empowerment through E&amp; self-service platform Retail Ensuring all critical transactions are performed properly with the best in class experience Digital Designing the customer handling flow and the optimum experience for the digital chat bot and ending with the TNPS reading Chatbots Designing the end to end experience addressing the customer conversations and ending with the TNPS reading Customer Delight Program
 </li>
 <li>
 A) Bulk Compensation Ensure a proper end to end cycle for the system outages compensating the impacted customers keeping E&amp; customers delighted at all times
 </li>
 <li>
 B) Frontline Compensation Designing the front liners compensation matrix empowering agents to delight and compensate the individual cases using a wide portfolio of gifts segmented based on the customer profile and type of complain
 </li>
 <li>
 Transactional Satisfaction Product Journey Define and Develop the transactional satisfaction program that will accurately assess the customer satisfaction reading during specific journey events enabling the action-ability part after spotting on the exact pain area.
 </li>
 <li>
 Create and sustain and the IVR recordings library whereby the planned transactions / events that needs to be assessed are already recorded and uploaded on the survey tool to be ready for use once needed
 </li>
 <li>
 Touch Points Overseeing the Touch Points satisfaction scores focusing on the TNPS score along with developing on ground tactics to improve the TNPS score
 </li>
 <li>
 Overall Customer Satisfaction Developing the tactical plans based on the TRIM and NPS scores for improvement and leading the market
 </li>
 <li>
 Functional Satisfaction Developing the tactical plans on the platform level based on the TRIM and NPS scores for improvement and reaching an upward trend month over month
 </li>
 <li>
 Leadership and management
 </li>
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 Setting a clear performance objective with the team and monitoring their performance versus the KPIs and objectives
 </li>
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 Managing and developing associates capabilities and performance through supporting for the day to day activities and continues feedback
 </li>
 <li>
 Practice and apply continuous positive coaching with clear timely and action plans
 </li>
 <li>
 Drive team development plan in-line with team needed set of skills and job objectives to be fulfilled.
 </li>
 </ul>
 
 
 
 
 
 Qualifications &ndash; External
 
 
 
 
 
 
 &bull;5-7 YOE in Customer Experience
 
 
 Bachelor Degree in any related discipline.
 
 
 &bull;Telecom experience is must.
 
 
 &bull;Excellent analytical skills
 
 
 &bull;Deep understanding telecom operations and awareness of the different departments and their interactions.
 
 
 &bull;Excellent communication skills and ability to communicate persuasively and effectively in verbal and written communication.
 
 
 &bull;Ability to work as part of a multi-disciplinary team where organization, prioritization and sound judgment skill are essential.
 
 
 &bull;Advanced presentation &amp; Negotiations skills. &bull;Design Thinking background
 
 
 &bull;Strategic thinking and foresight &bull;Interpersonal, networking and influencing skills
 
 
 &bull;Problem solving and analytical skills &bull;Data driven mind-set and an aptitude for technology
 
 
 &bull;Fast action and agility
 
</div>

Customer Experience Manager

Transmar

<div>
 
 Responsibilities:
 
 
 
 <ul>
 <li>
 Managing and executing customer bookings against space and equipment availability.
 </li>
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 Managing and executing documentation process.
 </li>
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 Managing and executing invoicing and BL Delivery.
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 Completing required periodical reports.
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 Cooperating with Sales counterpart for maximum customer retention and satisfaction.
 </li>
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 Meeting designated customer SLAs.
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 Proactively helping customers with their shipment process.
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 Following up on the forecasted shipping volumes of the customers.
 </li>
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 Managing existing accounts.
 
 
 
 </li>
 </ul>
 
 Qualifications:
 
 
 
 <ul>
 <li>
 1-3 years of experience in any customer service/account management role.
 </li>
 <li>
 Bachelor's degree in relevant field (Preferably Logistics).
 
 </li>
 </ul>
</div>

Customer Experience Executive

51Talk

<div>
 
 
 About Us:
 
 
 
 51Talk is a leading online English education platform dedicated to connecting teachers with students across the world through engaging, one-on-one classes. Join us and be part of a dynamic team that&rsquo;s passionate about making quality education accessible, while enjoying flexible work, growth opportunities, and the chance to make a real impact in students&rsquo; lives.
 
 
 
 
 
 
 Job Responsibilities:
 
 
 <ul>
 <li>
 Making outbound calls to parents, guiding them through course progress, resources, and tools.
 </li>
 <li>
 Providing tailored solutions to address educational needs and concerns.
 </li>
 <li>
 Partnering with parents to boost student engagement and performance.
 </li>
 <li>
 Documenting interactions via the CRM system.
 </li>
 <li>
 Meeting daily outreach and engagement goals.
 </li>
 </ul>
 
 
 
 
 
 Job Requirements:
 
 
 <ul>
 <li>
 Bachelor's degree and above in any field.
 </li>
 <li>
 English language proficiency is a MUST.
 </li>
 <li>
 Experience in customer service using English language is preferred. Fresh graduates are welcomed too.
 </li>
 </ul>
 
 
 
 
 
 What We Offer:
 
 
 <ul>
 <li>
 Competitive base salary with attractive incentives and commissions.
 </li>
 <li>
 Extensive training and support with professional development opportunities.
 </li>
 <li>
 Fun and engaging company social events.
 </li>
 </ul>
 
 
</div>

Customer Care Consultant

Thndr

<div>
 
 About The Role
 
 
 
 As a Rumble Support Agent, you&rsquo;ll be the primary point of contact for our users, handling their inquiries across multiple channels and ensuring a smooth, seamless experience. You&rsquo;ll manage support tickets, assist the technical team with issue investigation, and help maintain a comprehensive knowledge base to standardize communication.
 
 
 
 
 What You'll Do
 
 
 
 
 <ul>
 <li>
 Respond to user inquiries via email, chat, and community platforms (Discord, social media), ensuring timely, accurate, and helpful support.
 </li>
 <li>
 Manage and process support tickets using Freshdesk and other internal systems, escalating issues to the technical team when necessary.
 </li>
 <li>
 Develop and maintain internal documentation, saved replies, and knowledge base articles to ensure consistent and high-quality communication.
 </li>
 <li>
 Monitor, classify, and troubleshoot user-reported issues as the first point of contact, following up with third-party providers (e.g., MoneyHash) as needed.
 </li>
 <li>
 Support the engineering team with testing and investigation using tools like Postman and internal endpoints.
 </li>
 <li>
 Contribute to improving CX operations by identifying recurring issues and suggesting workflow enhancements.
 
 
 </li>
 </ul>
 
 
 What You'll Need
 
 
 
 
 <ul>
 <li>
 1&ndash;3 years of experience in Customer Experience (CX) or a related support role.
 </li>
 <li>
 Background in financial products, fintech, or investing is preferred; an interest in investing is a plus.
 </li>
 <li>
 Strong verbal and written communication skills in English and Arabic, with an emphasis on clarity and empathy.
 </li>
 <li>
 Experience managing support tickets across multiple platforms (Freshdesk, Discord, social media).
 </li>
 <li>
 A proactive, detail-oriented, and solutions-focused approach.
 </li>
 <li>
 Resourceful troubleshooting skills and experience escalating technical issues when necessary.
 
 
 </li>
 </ul>
 
 
 Who Are We?
 
 
 
 
 
 Thndr
 
 was founded on a
 
 bold dream
 
 to democratize access to investing through smart tech and human-centric design. This is simply our way of saying we give anyone with a smartphone the simple and easy access they need to preserve and grow their wealth. At the same time, we&rsquo;re shaping the future of investing while actively driving the economies we serve by promoting local investment products.
 
 
 History has shown that investing is the single greatest way to build long-term wealth, but before
 
 Thndr
 
 , only a very small percentage of people had access to it due to:
 
 
 <ul>
 <li>
 High barriers to entry &mdash; In the form of excessive minimum account balances, complex, outdated onboarding, and low financial literacy.
 </li>
 <li>
 Irrelevant experience &mdash; Catered toward expert traders and financial specialists, therefore alienating the majority of the population.
 </li>
 <li>
 Fragmented offering &mdash; Investment products were not gathered in a single, intuitive outlet.
 
 
 </li>
 </ul>
 We don't just talk about change, we deliver it. Here's a glimpse into our impact so far:
 
 
 <ul>
 <li>
 3 million app downloads
 </li>
 <li>
 $8.8bn in annualized traded value
 </li>
 <li>
 #1 platform in terms of traded value
 </li>
 <li>
 84% of our users are investing for the first time
 </li>
 <li>
 65% of our users come from outside of capital cities and have previously had limited access to financial institutions
 
 
 </li>
 </ul>
 Building on the success of our core platform, we are continuing to change culture and break down barriers by launching
 
 Rumble
 
 , the subscription-based investment recommendations platform.
 
 
 
 Rumble
 
 was born with the vision to empower everyday individuals to build wealth confidently and intelligently through access to timely and in-depth advice from the industry&rsquo;s top experts.
 
 
 Going beyond traditional investment advice, it offers long and short-term investment recommendations and financial content through engaging articles and videos that guide users on their financial journey and maximize their returns.
 
 
 At
 
 Thndr
 
 , we're looking for people driven by our mission to help us democratize investing across the MENA region.
 
 
</div>

Customer Experience Representative l Rumble

real state

<div>
 
 Company Description
 
 
 
 We suggest you enter details here.
 
 
 
 Role Description
 
 
 
 This is a full-time on-site role for a Property Consultant based in Cairo, Egypt. The Property Consultant will be responsible for identifying potential clients, liaising with clients to understand their property needs, providing expert advice on property investments, and ensuring excellent customer service throughout the sales process. Other responsibilities include preparing contracts, maintaining a professional relationship with clients, and staying updated on local market trends and property regulations.
 
 
 
 Qualifications
 
 
 
 <ul>
 <li>
 Strong Consulting skills, with the ability to assess client needs and propose tailored property solutions
 </li>
 <li>
 Excellent Communication and Customer Service skills for building relationships and ensuring client satisfaction
 </li>
 <li>
 Proficiency in Sales and negotiation, with a results-driven mindset
 </li>
 <li>
 Understanding of Real Estate market dynamics and regulations
 </li>
 <li>
 Ability to work independently and as part of a team
 </li>
 <li>
 Bachelor&rsquo;s degree in Business, Real Estate, Marketing, or a related field is a plus
 </li>
 <li>
 Previous experience in the real estate sector is highly advantageous
 </li>
 </ul>
</div>

Property Consultant

The Trust Realestate

<div>
 
 
 Company Description
 
 
 
 
 
 We suggest you enter details here.
 
 
 
 
 
 
 Role Description
 
 
 
 
 
 This is a full-time, on-site role located in Cairo, Egypt for a Junior Property Consultant. The Junior Property Consultant will assist clients in navigating the real estate market by providing guidance on property options, prices, and market trends. Day-to-day responsibilities include building and maintaining client relationships, conducting property tours, negotiating sales agreements, preparing contracts, and providing exceptional customer service. This role requires analyzing clients' needs and preferences to offer tailored property solutions, as well as meeting sales targets and contributing to team goals.
 
 
 
 
 
 
 Qualifications
 
 
 
 
 <ul>
 <li>
 Proficiency in Consulting and Real Estate services
 </li>
 <li>
 Strong Communication and Customer Service skills
 </li>
 <li>
 Experience or interest in Sales and negotiation processes
 </li>
 <li>
 Self-motivated, with excellent organizational skills and the ability to meet deadlines
 </li>
 <li>
 Proficiency in real estate software and tools is a plus
 </li>
 <li>
 Knowledge of the real estate market in Cairo, Egypt
 </li>
 <li>
 Relevant education or certification in real estate or related fields is beneficial
 </li>
 </ul>
</div>

Junior property consultant

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