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customer experience representative

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customer service consultant

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customer service manager

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customer success account manager

learning and development manager Jobs in Egypt Jobs In Egypt Jobs In Egypt Jobs In Cairo Egypt

learning and development manager

customer experience development manager

RATP Dev Mobility Cairo

<div>
 
 JOB PURPOSE:
 
 
 The Customer Experience Development Manager will oversee and enhance the passenger journey across the GL3 &amp; LRT network, ensuring it is seamless and positive. This role focuses on improving service quality, managing customer feedback, and implementing strategies to elevate passenger satisfaction, safety, and comfort. The manager will work closely with station and call center staff to deliver a consistent, customer-focused experience.
 
 
 
 
 Responsibilities/Duties
 
 
 
 
 Profil de candidat recherch&eacute; :
 
 
 
 
 Customer Experience Strategy
 
 
 
 <ul>
 <li>
 Develop and implement customer experience policies, standards, and procedures tailored to all operations.
 </li>
 <li>
 Design and lead initiatives that enhance the passenger journey from start to finish.
 </li>
 <li>
 Monitor passenger flow and service touchpoints to identify and capitalize on improvement opportunities.
 
 
 </li>
 </ul>
 
 Passenger Feedback &amp; Issue Management
 
 
 
 <ul>
 <li>
 Oversee all customer feedback channels (call center, social media, on-site complaints, surveys).
 </li>
 <li>
 Analyze customer complaints and suggestions to propose and execute corrective actions.
 </li>
 <li>
 Ensure the timely resolution of escalated issues by collaborating with station managers and relevant departments.
 
 
 </li>
 </ul>
 
 Service Quality Assurance
 
 
 
 <ul>
 <li>
 Conduct regular audits of staff interactions to ensure service excellence.
 </li>
 <li>
 Implement and track key performance indicators (KPIs), such as passenger satisfaction scores and complaint resolution time.
 </li>
 <li>
 Collaborate with the Service Quality team to maintain and uphold all customer experience standards.
 </li>
 <li>
 Coordinate with cleaning, security, and maintenance teams to ensure high-quality service delivery.
 
 
 </li>
 </ul>
 
 Team Leadership &amp; Training
 
 
 
 <ul>
 <li>
 Lead, train, and support customer service teams and front-line staff to foster professional and empathetic interactions.
 </li>
 <li>
 Develop comprehensive training modules for customer experience teams covering topics such as complaint management, assisting passengers with special needs, and emergency communication.
 
 
 </li>
 </ul>
 
 Passenger Engagement
 
 
 
 <ul>
 <li>
 Develop programs to improve passenger awareness of all services, rules, and safety protocols.
 </li>
 <li>
 Champion initiatives aimed at improving accessibility and inclusivity for all passenger groups.
 </li>
 <li>
 Manage customer-facing campaigns, surveys, and loyalty/awareness programs.
 
 
 </li>
 </ul>
 
 Reporting &amp; Continuous Improvement
 
 
 
 <ul>
 <li>
 Prepare and present reports on customer satisfaction, complaint trends, and service improvements to senior management.
 </li>
 <li>
 Benchmark against international metro systems to introduce and implement best practices.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 
 ESSENTIAL QUALIFICATIONS, KNOWLEDGE &amp; EXPERIENCE
 
 
 
 <ul>
 <li>
 A Bachelor&rsquo;s degree in Business Administration, Marketing, or a related field is required.
 </li>
 <li>
 Excellent command in Arabic &amp; English.
 
 
 </li>
 </ul>
 
 Knowledge
 
 
 
 <ul>
 <li>
 Proven leadership and team management skills with a demonstrated ability to influence cross-functional teams.
 </li>
 <li>
 Strong knowledge of passenger flow management, service KPIs, and complaint handling systems.
 </li>
 <li>
 Excellent proficiency in Microsoft Office applications, especially Excel. Knowledge of SQL, Python, or Power BI is highly desirable.
 
 
 </li>
 </ul>
 
 Experience
 
 
 
 <ul>
 <li>
 10-12 years of experience in customer experience, service quality, or operations management.
 </li>
 <li>
 Experience in the transport, metro, aviation, or retail sectors is preferred.
 
 
 </li>
 </ul>
 
 Desired Behaviors &amp; Experiences
 
 
 
 <ul>
 <li>
 Proactive and Self-Motivated who takes initiative to identify and solve problems, anticipating passenger needs before they arise.
 </li>
 <li>
 Customer-Centric Mindset and Passionate about providing a positive experience and driven to exceed customer expectations.
 </li>
 <li>
 Communicate clearly and empathetically with both team members and passengers, even in challenging situations.
 </li>
 <li>
 Ability to thrive in a fast-paced, dynamic environment and respond effectively to unexpected challenges.
 </li>
 <li>
 Maintain a positive and professional demeanor under pressure.
 </li>
 <li>
 Collaborative who can work effectively with cross-functional teams to achieve shared goals and improve service delivery.
 </li>
 <li>
 Think critically and creatively to find efficient and innovative solutions to complex issues.
 </li>
 </ul>
</div>

Customer Experience Development Manager

Majid Al Futtaim

<div>
 
 JOB TITLE
 
 
 
 Associate Manager &ndash; People Engagement | MAF Retail | Head Office Egypt
 
 
 
 Role Summary
 
 
 
 The Associate Manager &ndash; People Engagement is responsible for driving key elements of employee experience by supporting internal customer satisfaction, employee engagement surveys, team-building initiatives, and internal communications. In addition, the role supports the full Talent Management cycle, including designing and implementing talent programs that strengthen workforce capability, enhance engagement, retain high-potential employees, and contribute to building a strong leadership pipeline across MAF Retail.
 
 
 
 ROLE PROFILE
 
 
 
 <ul>
 <li>
 Provide suggestions on how to address the employee engagement and customer satisfaction challenges within the organization.
 </li>
 <li>
 Organize employee engagement events and team building activities.
 </li>
 <li>
 Facilitate the creation of an action plan to address the employee engagement/customer satisfaction challenges.
 </li>
 <li>
 Evaluate the success of employee engagement projects and initiatives and provide recommendations on how to enhance the relevant activities.
 </li>
 <li>
 Prepare the content (HC initiatives, events calendar, talent development programs, new training updates to HC policies and procedures) to be published in the newsletter newsletter.
 </li>
 <li>
 Assist the Employee Engagement Manager in developing a strategy for creativity and innovation in MAF Retail.
 </li>
 <li>
 Follow all relevant operational procedures and instructions so that work is carried out in a controlled and consistent manner.
 </li>
 <li>
 Proactively identify and seek professional development opportunities to improve leadership and technical skills pertaining to the direct line of work.
 </li>
 <li>
 Supports the Talent Manager to coordinate with the countries to ensure clear understanding of performance management expectations throughout the organization.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s Degree in HR Management, or Business Administration.
 </li>
 <li>
 0-2 years&rsquo; HR experience in a major public sector or private -sector organizations.
 </li>
 <li>
 Full proficiency in English.
 </li>
 <li>
 High level of integrity and ethical standards.
 </li>
 <li>
 Proficiency in Microsoft Office is required.
 
 
 </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 - People Engagement

Attijariwafa bank Egypt

<div>
 
 Program will be a mixture of the following:
 
 
 
 
 <ul>
 <li>
 Frankfurt credit course
 </li>
 <li>
 Internal Credit curriculum
 </li>
 <li>
 Soft skills
 </li>
 <li>
 Rotation
 </li>
 <li>
 Job Shadowing
 </li>
 </ul>
 
 
 
 
 
 Preferred:
 
 
 
 French Speaker
 
 
 
 
 
 After Successfully Graduating from the academy, holder will be responsible for the following:
 
 
 
 
 
 
 Responsibilities
 
 
 
 
 
 <ul>
 <li>
 Act as principal point of contact in Relationship Managers absence.
 </li>
 <li>
 Co-ordinate introduction to and from other areas of the AWBE Group where appropriate and monitor outcome.
 </li>
 <li>
 Assist with development of and revisions to Customer Relationship Plan.
 </li>
 <li>
 Monitor level of customer service and satisfaction.
 </li>
 <li>
 Develop and maintain links with local business community and support Relationship Manager in same activity e.g. K.B.I.s.
 </li>
 <li>
 Conduct research to identify potential new customers and maintain database of potential customers.
 </li>
 <li>
 Arrange and undertake product presentations where appropriate.
 </li>
 <li>
 Develop and maintain contacts with specialists in other branch sectors and other areas of the Group.
 </li>
 <li>
 Monitor leads and co-ordinate information for the Relationship Manager on overall portfolio.
 </li>
 <li>
 Act as liaison for risk management information purposes with customers, accountants, solicitors and other relevant people.
 </li>
 <li>
 Collate customer produced financial information.
 </li>
 <li>
 Analyze historic and projected financial information to identify key issues and monitor compliance with covenants and terms prior to discussing with Relationship Manager.
 </li>
 <li>
 Assist with creation of Credit Applications.
 </li>
 <li>
 Prepare facility letters and co-ordinate execution of documentation and drawdown of facilities.
 </li>
 <li>
 Provide technical input, undertake research for Relationship Manager in connection with proposed security, and liaise to arrange preparation and execution of security documentation.
 </li>
 </ul>
 
 
</div>

SMEs Academy

TTEC

<div>
 Operations Manager - Call Center &ndash; Cairo
 
 
 At TTEC, we&rsquo;re all about the Human Experience. Elevated. As a Service Delivery Manager Cairo, Egypt you&rsquo;ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.
 
 
 What You&rsquo;ll be Doing
 
 
 Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to work closely with an iconic brand? In this role, you&rsquo;ll support and motivate your team to make sure they&rsquo;re on track to meet client and business goals.
 
 
 You&rsquo;ll have responsibility for the operational direction and financial performance of the business
 
 
 You&rsquo;ll manage, inspire, and motivate a number of junior managers to ensure operational excellence, service improvement and process refinement is realized, driving effective operating models to maximize revenue and performance.
 
 
 You&rsquo;ll report to the Senior Operations Manager. We&rsquo;re looking for a leader to Act as one, as you will encourage and motivate your team to resolve issues, accomplish goals and influence their career mobility.
 
 
 Your accountabilities and activities will include
 
 
 Supporting the Senior Operations Manager in defining the Operational strategy to ensure the long-term development and success of the business
 
 
 <ul>
 <li>
 Responsibility for the direct management and development of the junior management team
 </li>
 <li>
 Responsibility for the development of the operational talent pool by optimizing the skills of the existing team via effective succession planning to ensure key roles are filled and individual talent is recognized.
 </li>
 <li>
 The continuous identification and implementation of operational best practice and proactive solutions through interaction with the wider TTEC digital and TTEC Engage teams.
 </li>
 <li>
 Supporting the introduction of new business, ensuring long term success and maximum revenue generation for TTEC.
 </li>
 <li>
 Contributing to the operational elements for new bids and new services
 </li>
 <li>
 Responsibility and accountability for the operational performance of the Client Area(s) and for exceeding targets of all required metrics and Key Performance Indicators.
 
 
 
 </li>
 </ul>
 Responsibility to create an environment in which employees consider themselves as stakeholders.
 
 
 Effective Stakeholder management and client relationship building to ensure seamless partnership with the client(s) and build trust in our business.
 
 
 To over-see the forecasting, planning and real time delivery of our man-power &ndash; to meet client volume and profiles.
 
 
 Working with the Recruitment and Learning and Development teams to define specific recruitment and training needs.
 
 
 What You Bring to the Role
 
 
 <ul>
 <li>
 A minimum 4 year call center management or equivalent work experience
 </li>
 <li>
 Continuously promote a performance-driven culture and always work towards reaching for amazing
 </li>
 <li>
 Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
 </li>
 <li>
 Consistently mentor and inspire others
 </li>
 <li>
 Customer focused mindset
 </li>
 <li>
 Understanding, interpreting, and manipulating data for reporting
 </li>
 <li>
 You&rsquo;ll have good process and change management experience to aid your delivery of business needs and changing client requirements
 </li>
 <li>
 Strong people and client leadership and stakeholder management
 
 
 
 </li>
 </ul>
 What You Can Expect
 
 
 <ul>
 <li>
 Knowledgeable, encouraging, supporting and present leadership
 </li>
 <li>
 Diverse and community minded organization
 </li>
 <li>
 Career-growth and lots of learning opportunities for aspiring minds
 </li>
 <li>
 And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you
 
 
 
 </li>
 </ul>
 
 About TTEC
 
 
 
 Our business is about making customers happy. That&rsquo;s all we do. Since 1982, we&rsquo;ve helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world&rsquo;s leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
 
 
 TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.
 
 
 
 Primary Location
 
 
 
 EG-Cairo-Cairo
</div>

Operations Manager Call Center

PepsiCo

<div>
 
 Overview
 
 
 
 <ul>
 <li>
 Provide staffing support that is aligned with a specific internal functional client team, with a goal of filling open roles with qualified internal or external talent while achieving target metrics such as Time to Accept (TTA), Time-to Hire, and system accuracy, among others.
 </li>
 <li>
 Execute the full life cycle recruitment process for each requisition including Facilitation of Hiring Manager Intake Meeting resulting in service-level alignment; and ensure timely and effective communications between candidate(s) and hiring team.
 </li>
 <li>
 Screen, assess, and evaluate internal and external candidates who have applied via online job postings and present qualified candidate slate to Hiring team.
 
 
 </li>
 </ul>
 Manage the feedback process to determine next step actions in process. Manage with the attempt to achieve /build consensus, with Manager oversight when needed.
 
 
 <ul>
 <li>
 Work with Manager to develop compelling offer for external hires, present final offer to candidate and manage offer negotiations if necessary, with oversight from manager.
 </li>
 <li>
 Develop and maintain productive working relationships with multiple stakeholders, including functional hiring managers, HR partners), in order to foster partnerships that yield consistent ongoing communication, high-quality results, and efficient processes in order to build TA function credibility.
 </li>
 <li>
 Communicate and educate clients on the staffing policies and processes for both internal mobility and external selection.
 
 
 </li>
 </ul>
 Develop the ability over time to effectively portray PepsiCo as a strong Employer of Choice. This should include the ability to educate and deliver PepsiCo's Employment Value Proposition, as well as information regarding PepsiCo's portfolio, functions, culture, leadership model, employment brand, functional career options, and talent management/professional development approach.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Deliver services at the defined SLAs/KPIs and drive operational efficiency and continuous improvement.
 </li>
 <li>
 Ensure consistent service delivery of agreed process and complete transaction tracking to capture SLAs.
 </li>
 <li>
 Identify and implement service delivery and process improvement opportunities in the assigned process.
 </li>
 <li>
 Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved efficiently and in full compliance with relevant legal, company and process requirements.
 </li>
 <li>
 Partner with team to execute plans to improve customer satisfaction with a focus on processes.
 </li>
 <li>
 Represent technical, functional and customer perspective when taking decisions: Database requirements, integration of systems, internal clients and the broader shared services organization.
 </li>
 <li>
 Manage escalation and takes ownership for ultimate issue resolution.
 </li>
 <li>
 Ensure smooth on-boarding, training, process and support documentation and aids for colleagues as needed.
 </li>
 <li>
 Ensure knowledge management platform is updated.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 HR Shared Services process and SLA management
 </li>
 <li>
 0 - 1 year of experience
 </li>
 <li>
 Service management and ticket management system experience
 </li>
 <li>
 Customer orientation
 </li>
 <li>
 Process management and continuous improvement with a focus on optimization and productivity
 </li>
 </ul>
</div>

Talent Acquisition Assistant Analyst (Frontline)

DHL Express

<div>
 
 Role Purpose:
 
 
 
 The Key Account Manager (KAM) is responsible for driving revenue and profitability from a portfolio of Key/strategic customers. This role focuses on consultative selling, account development, and delivering exceptional customer experience while representing DHL Express Egypt as a trusted logistics partner.
 
 
 
 Key Responsibilities:
 
 
 
 
 Account Development &amp; Growth / Acquisition:
 
 
 
 
 <ul>
 <li>
 Always act as an ambassador for DHL and attend to customer needs in a professional, friendly and courteous manner
 </li>
 <li>
 Ensure that a high level of professional rapport is developed and maintained with all customers
 </li>
 <li>
 Follow up on all customer enquiries and direct customer to the correct DHL department where further information is required
 </li>
 <li>
 Manage and develop a specific group of customers with the objective of continuous growth across all products Manage, Maintain and improve the customer&rsquo;s business profitability
 
 
 
 </li>
 </ul>
 
 Client Relationship Management
 
 
 
 
 <ul>
 <li>
 Build and maintain multi-level relationships with key decision-makers.
 </li>
 <li>
 Conduct quarterly business reviews to assess performance and identify growth opportunities.
 </li>
 <li>
 Ensure timely resolution of service issues through coordination with internal teams.
 
 
 
 </li>
 </ul>
 
 Market &amp; Competitive Analysis
 
 
 
 
 <ul>
 <li>
 Monitor competitor activities and market trends.
 </li>
 <li>
 Design strategies to defend and grow market share.
 
 
 
 </li>
 </ul>
 
 Cross-functional Collaboration
 
 
 
 
 <ul>
 <li>
 Work closely with Customer Service, Operations, and Regional Sales teams.
 </li>
 <li>
 Lead initiatives to implement new solutions for strategic accounts.
 
 
 
 </li>
 </ul>
 
 Qualifications, Experience And Competencies
 
 
 
 
 Education &amp; Experience
 
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in business, Logistics, or related field.
 </li>
 <li>
 3&ndash;4 years of experience in B2B sales or account management (preferably in logistics/express industry).
 </li>
 <li>
 A proved track in sales performance and achievements.
 
 
 
 </li>
 </ul>
 
 Skills &amp; Competencies
 
 
 
 
 <ul>
 <li>
 Strong consultative selling and negotiation skills.
 </li>
 <li>
 SLNB completion
 </li>
 <li>
 Excellent communication and presentation abilities.
 </li>
 <li>
 Analytical mindset with strategic planning capabilities.
 </li>
 <li>
 Proficiency in English and Arabic.
 
 
 
 </li>
 </ul>
 
 Personal Attributes
 
 
 
 
 <ul>
 <li>
 Customer-centric and results-driven.
 </li>
 <li>
 Resilient, proactive, and able to work under pressure
 </li>
 </ul>
</div>

Key Account Manager

Explore 1193+ Customer experience development manager in Egypt Jobs In Egypt Jobs In Egypt Jobs In Cairo Egypt this December. Find roles across top companies and apply now to boost your career.

1193 customer experience development manager jobs IN Egypt Jobs In Egypt Jobs In Egypt Jobs In Cairo Egypt

Customer Experience Development Manager

Associate Manager - People Engagement

SMEs Academy

Operations Manager Call Center

Talent Acquisition Assistant Analyst (Frontline)

Key Account Manager

Key Account Manager