account manager

customer service

customer service manager

guest experience expert

key account manager

customer experience manager

Smart Gym

<div>
 
 
 Since 2003, Smart Gym has been a leading brand name in the Fitness Industry. With over 22 years of success, We've built a solid reputation through dedication, consistency and premium service delivery. We proudly operate 10 branches across Nasr City, Heliopolis, Sheraton &amp; New Cairo, serving thousands of loyal members every day.
 
 
 
 
 
 
 We&rsquo;re currently seeking an experienced
 
 Customer Service Manager
 
 to lead and develop our customer service team, ensuring the highest level of satisfaction and service excellence across all customer touchpoints. This role requires a hands-on leader with strong communication, problem-solving, and people management skills.&nbsp;
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 - Supervise and support the daily operations of the customer service team.
 
 
 - Set performance goals and KPIs for team members and monitor results.
 
 
 - Handle escalated customer issues with professionalism and efficiency.
 
 
 - Train, mentor, and motivate the team to deliver exceptional service.
 
 
 - Develop and implement customer service policies and procedures.
 
 
 - Collaborate with other departments (sales, operations, etc.) to ensure a seamless customer experience.
 
 
 - Analyze customer feedback and complaints to improve service quality.
 
 
 - Prepare and present regular reports on service performance to management.&nbsp;
 
 
 
 
 
 
 Requirements:
 
 
 
 - Bachelor&rsquo;s degree in Business Administration or a related field.
 
 
 - 3-5 years of experience as a Customer Service Manager.
 
 
 - Strong leadership, communication, and interpersonal skills.
 
 
 - Experience in handling complaints and conflict resolution.
 
 
 - Ability to work under pressure and manage a team effectively.&nbsp;
 
 
 
 
 
 
 What We Offer:
 
 
 
 - Competitive salary + performance-based bonuses.
 
 
 - Medical &amp; social insurance.
 
 
 - Free Gym Membership&nbsp;
 
 
 - Growth opportunities within a fast-expanding company.
 
 
 - A supportive and dynamic work environment.&nbsp;
 
 
 
 
 
 
 If you're passionate about making an impact, growing your career and being part of a well-established yet forward-thinking company, then Smart Gym is the place for you.
 
 
 
 
 
 
 
 
 ﻿
 
 You can also apply by sending your CV through email Hr.manager@smartgym4all.com
 
 
</div>

Customer Service Manager

51Talk Headquarters

<div>
 
 
 
 About Us
 
 
 
 
 51Talk is a leading international EdTech company known for providing top-quality English language education. We are a dynamic organization with a solid global presence dedicated to making English learning accessible and enjoyable. With a team of over 30,000 dedicated employees and more than 15 branches worldwide, we are committed to delivering exceptional educational experiences. You will be essential in leading our customer service function, drive service excellence, and ensure outstanding customer experiences.
 
 
 
 
 
 
 Job Title:
 
 Customer Service Manager
 
 
 
 
 
 
 Job Responsibilities:
 
 
 <ul>
 <li>
 Lead and manage multiple customer service teams through their Team Leads to achieve service excellence and retention targets.
 </li>
 <li>
 Define customer care strategies and implement operational frameworks that align with business objectives.
 </li>
 <li>
 Oversee service performance metrics (response rate, resolution time, customer satisfaction, retention) and provide coaching to Team Leads.
 </li>
 <li>
 Collaborate with cross-functional teams (Academic, Sales, Product) to optimize the student experience and drive continuous improvement.
 </li>
 <li>
 Handle escalated issues and deliver sustainable solutions for high-impact cases.
 </li>
 <li>
 Develop and maintain SOPs, service standards, and knowledge bases to ensure consistency and scalability.
 </li>
 <li>
 Drive adoption of tools and technologies (CRM, analytics dashboards, automation/AI tools) to improve efficiency.
 </li>
 <li>
 Generate and present service performance reports with actionable insights to senior management.
 </li>
 <li>
 Build a strong service culture that emphasizes accountability, collaboration, and continuous learning.
 </li>
 </ul>
 
 
 
 
 
 Job Requirements:
 
 
 <ul>
 <li>
 Minimum 5 years of experience in customer service or education-related fields, with at least 3 years in a managerial role leading teams and supervisors.
 </li>
 <li>
 Strong leadership, communication, and problem-solving skills with the ability to influence cross-functional stakeholders.
 </li>
 <li>
 Proven success in driving customer experience improvements and achieving service performance targets.
 </li>
 <li>
 Familiarity with CRM systems, reporting dashboards and service automation tools.
 </li>
 <li>
 Customer-oriented mindset with a passion of education and team development.
 </li>
 <li>
 Proficiency in both English and Arabic languages.
 </li>
 <li>
 Bachelor's Degree and above in relevant field.
 </li>
 </ul>
</div>

Nestlé

<div>
 
 Main Purpose of the Job
 
 
 
 <ul>
 <li>
 Ensure that service level goals for Customer Relationship Center (CRC) activities are met through optimized scheduling and real-time monitoring of resources to complete CRC operations.
 </li>
 <li>
 Efficiently schedule and manage workloads while responding to intraday changes and monitoring staff activities.
 </li>
 <li>
 Oversee day-to-day planning and deployment of staff, ensuring optimal staffing levels are maintained to meet service levels and deliver excellent customer service.
 
 
 </li>
 </ul>
 
 Key Outputs / Deliverables
 
 
 
 
 Customer Experience
 
 
 
 <ul>
 <li>
 Understand customers and their specific needs.
 
 
 </li>
 </ul>
 
 Coffee Expertise &amp; Experience
 
 
 
 <ul>
 <li>
 Engage confidently in conversations with colleagues, peers, and external partners regarding Nespresso's business vision, products, services, and sustainability commitments.
 
 
 </li>
 </ul>
 
 Sales
 
 
 
 <ul>
 <li>
 Report events throughout the year to drive service and sales, while keeping agents engaged through creative activities that support initiatives.
 
 
 </li>
 </ul>
 
 Operations Excellence
 
 
 
 
 Long and Short Term Forecasting
 
 
 
 <ul>
 <li>
 Analyze historical data to develop reliable long and short-term forecasts for transaction volumes, handling times, and shrinkage based on the mix of contact types (voice and digital, inbound and outbound, multi-contact handling, etc.).
 </li>
 <li>
 Provide input on structural topics (e.g., operational preparation, recruitment, facilities management, organization) and a 3-5 year outsourcing strategy.
 
 
 </li>
 </ul>
 
 Capacity Planning
 
 
 
 <ul>
 <li>
 Develop capacity plans using appropriate demand requirement calculations by channel and transaction type to determine the number of staff required to handle predicted transaction volumes.
 </li>
 <li>
 Ensure timely planning for CRC Specialists and productivity planning for Team Leaders.
 
 
 </li>
 </ul>
 
 Scheduling
 
 
 
 <ul>
 <li>
 Establish work schedules for Coffee Specialists at relevant intervals to meet service level targets while maximizing resource utilization in compliance with HR and local legal requirements.
 </li>
 <li>
 Evaluate and adapt scheduling and work practices to minimize variation between forecasted demand and staff availability.
 </li>
 <li>
 Maximize work schedules for internal resources by implementing processes that improve the working conditions of Coffee Specialists, fully respecting business needs (e.g., shift swap processes).
 </li>
 <li>
 Update the Teleopti/Workforce Management database to ensure that scheduling aligns with the latest forecasts.
 </li>
 <li>
 Control, validate, and administer amendments and absences for CRC Specialists in Teleopti/Workforce Management.
 
 
 </li>
 </ul>
 
 Live Monitoring, Real-Time Management &amp; Transaction Allocation
 
 
 
 <ul>
 <li>
 Perform live monitoring and real-time management by fine-tuning workload allocation between in-house and outsourced operations.
 </li>
 <li>
 Anticipate both underperformance and overperformance situations and take necessary actions to address priorities.
 </li>
 <li>
 Act as the primary contact for queries related to planning and real-time management.
 </li>
 <li>
 Allocate and route transactions to specific sites, queues, and staff.
 </li>
 <li>
 Monitor overall network and site-level performance in real-time within a shared queue environment.
 </li>
 <li>
 Understand key sales and customer experience KPIs and integrate them into daily operations.
 </li>
 <li>
 Monitor intraday absences and activities, review planned activities, and reconcile short-term absences.
 </li>
 <li>
 Ensure accurate documentation of absences and activities in the Workforce tool, regularly coordinating with the outsourcing manager regarding intraday call volume distribution.
 </li>
 <li>
 Make necessary changes in AVAYA ASA to skills/queues based on business needs.
 
 
 </li>
 </ul>
 
 Reporting &amp; Business Intelligence
 
 
 
 <ul>
 <li>
 As the owner of the CRC reporting framework, ensure decision-support reports and dashboards are released in collaboration with stakeholder teams.
 </li>
 <li>
 Make performance indicators for CRC Specialists available, enabling Team Leaders to coach employees towards continuous improvement in performance.
 </li>
 <li>
 Report adapted figures, including workload trends, staffing requirements, and key performance results to various audiences (CS, TL, Local Management Committee, and HQ) to build recommendations.
 </li>
 <li>
 Prepare clear reports on a regular basis (monthly, weekly, and daily) to monitor results and establish a catalog of reports to ensure service indicators are maintained at optimal levels.
 </li>
 <li>
 Analyze business volumes and parameters for a multi-skilled environment, creating resource allocations that allow the center to meet its service level commitments, sales, and budgetary goals.
 </li>
 <li>
 Create, modify, and enhance reporting methodologies to improve efficiency and productivity within the department.
 </li>
 <li>
 Present statistics, ideas, solutions, and challenges at leadership meetings, effectively communicating the narrative through data.
 </li>
 <li>
 Participate in regular meetings with call center management and outsourcing partners to identify trends and propose solutions.
 </li>
 <li>
 Develop recommendations and effectively articulate strategies to stakeholders.
 </li>
 <li>
 Statistically analyze workforce data to identify trends, conduct what-if modeling, and highlight predictive indicators aligned with long-term workforce needs.
 </li>
 <li>
 Analyze and review the cost of goods sold, including cost center analysis, variance analysis, and forecasts for all categories of sales costs.
 </li>
 <li>
 Create models, analyses, and business cases to evaluate new business opportunities and support the execution of strategic initiatives.
 
 
 </li>
 </ul>
 
 Business Continuity &amp; Managing IT Services
 
 
 
 <ul>
 <li>
 Play a key role in implementing the Business Continuity Plan (BCP) and ensure business continuity through effective BCP execution with relevant stakeholders.
 </li>
 <li>
 Ensure all necessary materials are provided to Coffee Specialists (e.g., hardware, phones, headsets).
 </li>
 <li>
 Identify and report IT or telephony issues and coordinate system backups/outages with IT to minimize customer impact.
 </li>
 <li>
 Provide first-level troubleshooting for telephony assistance and act as an interface to follow up on issues requiring escalation.
 </li>
 <li>
 Train team leaders, managers, and trainers on the use of workforce planning tools.
 
 
 </li>
 </ul>
 
 Required Skills &amp; Knowledge
 
 
 
 <ul>
 <li>
 Bachelor's degree or equivalent in commercial or business studies or a related field.
 </li>
 <li>
 Minimum of 2 years of experience in customer experience.
 </li>
 <li>
 Excellent communication and project management skills.
 </li>
 <li>
 Proficiency in computer systems and Microsoft Suite applications (including Word, Excel, and PowerPoint).
 </li>
 <li>
 Experience with workforce management, forecasting, scheduling, and reporting tools.
 </li>
 <li>
 Qualifications in CRC and/or IT environments related to telephony, scheduling, and/or contact flow management are preferred.
 </li>
 </ul>
</div>

Nespresso CRC Workforce Specialist

Air Liquide

<div>
 How will you CONTRIBUTE and GROW?
 
 
 The Order Management Specialist will respond to customer inquiries in a timely and empathetic manner. also Identify the customer needs and provide solutions or recommendations.
 
 
 You will document and escalate customer feedback to relevant departments, Collaborate with team members to improve overall customer service and satisfaction and conduct follow-ups with customers to ensure their issues are resolved.
 
 
 Managing incoming calls &amp; messages through all provided communication channels.
 
 
 Manage the customer Orders effectively and efficiently:
 
 
 <ul>
 <li>
 Ensure Accuracy and reliability of the daily and fixed orders.
 </li>
 <li>
 Monitor customer consumption and regularly review the fixed plan by the coordination with the customer, logistics and sales to ensure the plan effectiveness.
 </li>
 <li>
 Reduce Returned quantity, Undelivered quantity &amp; Emergency orders through the coordination between customer, sales and logistics teams.
 </li>
 <li>
 Responsible to maximize the good utilization of company resources.
 </li>
 <li>
 Ensure that the customer receives the order delivery confirmation after the logistics team feedback.
 </li>
 <li>
 Ensure effective handling of emergency orders.
 
 
 
 </li>
 </ul>
 Deliver superior customer experience to all customers (both internal and external):
 
 
 <ul>
 <li>
 Coordinate with all departments and CX team to ensure all customer (internal and external) requests are closed within the agreed duration and SLA.
 </li>
 <li>
 Ensure all customer's feedback are communicated and follow up on the actions required.
 </li>
 <li>
 Report any customer complaint immediately and ensure the correction action is taken
 
 
 
 </li>
 </ul>
 Immediate reporting for any block point that affects the customer's order.
 
 
 ___________________
 
 
 Are you a MATCH?
 
 
 
 Education Level
 
 
 
 <ul>
 <li>
 Bachelor degree, Business, logistics or planning background preferred.
 
 
 
 </li>
 </ul>
 
 Experience Level
 
 
 
 <ul>
 <li>
 Up to 3 years experience in customer experience management. Fresh Graduates are welcome to apply.
 
 
 
 </li>
 </ul>
 
 Competencies
 
 
 
 <ul>
 <li>
 Customer service orientation
 </li>
 <li>
 Excellent communication skills
 </li>
 <li>
 Excellent business English (oral and written)
 </li>
 <li>
 Motivated learner
 </li>
 <li>
 Time Management and organization skills
 </li>
 <li>
 Multitasking
 </li>
 <li>
 Must be reliable, adaptable and detail oriented
 </li>
 <li>
 Ability to effectively work in a team environment
 </li>
 <li>
 Analytical and problem solving skills
 
 
 
 </li>
 </ul>
 
 Our Differences make our Performance
 
 
 
 At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
 
 
 We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.
</div>

Order Management Specialist

Pargo

<div>
 
 
 Pargo launched operations in Egypt and is looking for a strong Customer Experience Agent to enthusiastically handle inbound and outbound queries related to Pargo&rsquo;s Click &amp; Collect and Returns products. You'll be part of the Marketing team that ensures a seamless parcel delivery process for our clients. You will identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer service and brand awareness. Communicate closely with clients to achieve a high return on end-user selection of Pargo&rsquo;s products.
 
 
 
 We are looking for an enthusiastic and dedicated customer experience agent to support Pargo customers to ensure a positive experience. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer service.
 
 
 
 Scope of the Role
 
 
 To ensure success as a customer experience agent, you should exhibit in-depth knowledge of customer engagement channels and experience. A customer experience agent will be someone whose expertise results in excellent customer relationship management and a positive brand image.
 
 
 
 Duties and Responsibilities:
 
 
 
 <ul>
 <li>
 
 Tracking customer experiences across online and offline channels, devices, and touchpoints.
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Identifying customer needs and taking proactive steps to maintain positive experiences.
 
 
 </li>
 <li>
 
 Record customer interactions accurately, documenting inquiries and resolutions.
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Respond to customer inquiries via phone, email in a timely, professional manner and with empathy
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Troubleshoot and resolve customer issues, escalating complex problems when necessary.
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Performing service tests, evaluating after-sales and support services, and contributing to improvements.
 
 
 </li>
 <li>
 
 Provide feedback on common customer concerns and contribute to continuous improvement efforts.
 
 
 </li>
 <li>
 
 Support the stakeholder by providing insights into customer needs and experiences.
 
 
 
 
 
 </li>
 </ul>
 Requirements
 
 
 
 
 
 
 
 The experience and skills we believe you will require to be successful in this role:
 
 
 
 
 
 <ul>
 <li>
 
 At least 2 years' experience as a customer experience specialist, or a similar customer support role.
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Extensive experience in gathering and interpreting customer experience information.
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Solid knowledge of online customer engagement platforms and channels.
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Proficiency in MS Office, as well as CX and CRM software.
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Exceptional interpersonal skills and a client-centered approach.
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Great organizational and time management abilities.
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Superb communication, collaboration, and problem-solving skills.
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 A bachelor's degree would be advantageous
 
 
 
 </li>
 </ul>
 
 The type of person we believe will be successful in this role:
 
 
 
 <ul>
 <li>
 
 Customer Centric
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Active Listener, emotionally intelligent &amp; had great communication skills
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Technical knowledge
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Adaptable and agile with an open mindset
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Action-oriented and an exceptional executor
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Energized by working in a fast-paced and constantly changing environment
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Excellent verbal and written communication and presentation skills, plus the ability to clearly articulate and express complex and sometimes situational issues to a wide variety of people and groups at any level
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 An empathetic, optimistic outlook and able to see opportunities within challenges
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Enthusiastic, collaborative, and not afraid to take risks.
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Based in Cairo
 
 
 </li>
 </ul>
 
 
 
 
 Our Approach
 
 
 
 
 Our vision is to create access for anybody in Africa. Our approach to achieving this is to:
 
 
 <ul>
 <li>
 
 Take action
 
 
 </li>
 <li>
 
 Execute exceptionally
 
 
 </li>
 <li>
 
 Embrace change
 
 
 </li>
 <li>
 
 Be transparent
 
 
 </li>
 <li>
 
 Prioritise our customers and lastly and most importantly
 
 
 
 
 
 </li>
 </ul>
 Benefits
 
 
 
 
 <ul>
 <li>
 We have a great young team of hard-working colleagues who enjoy the following benefits
 
 </li>
 <li>
 Valuable learning opportunities from seasoned professionals with an entrepreneurial spirit
 
 </li>
 <li>
 Insight into the running of a high-growth, innovative start-up
 
 </li>
 <li>
 Competitive remuneration
 
 </li>
 <li>
 Encouragement of own initiatives
 
 </li>
 <li>
 Space for self-growth
 
 </li>
 <li>
 Enrolment into personal training programmes
 
 </li>
 </ul>
 
 
 At Pargo,
 
 you&rsquo;ll join a team of bold innovators reshaping logistics. We empower relentless problem-solvers to own their work, tackle tough challenges, and build a career with impact. You&rsquo;ll thrive in a fast-paced, high-performance culture that rewards initiative, collaboration, and results. With a competitive base salary (no commission) and benefits, plus unmatched purpose and momentum, Pargo is where you&rsquo;ll shape the future of last-mile delivery, and your own path to leadership.
 
 
 
 Ready to take charge and make a difference? Join Pargo and become the relentless trailblazer our clients and team need.
 
 
 
 
</div>

Customer Experience Agent

Telda

<div>
 
 Join Telda As a Customer Experience Agent
 
 
 Are you passionate about delivering exceptional customer experiences? Telda, the financial service brand is revolutionizing peer-to-peer payments by simplifying the way people send, spend, and save.
 
 
 
 About Telda
 
 
 At Telda, we're on a mission to empower a generation seeking financial independence. We believe in innovation, simplicity, and putting our users first. As a
 
 Customer Experience Agent
 
 , you'll play a crucial role in ensuring our users enjoy seamless, world-class support.
 
 
 
 About The Role
 
 
 
 <ul>
 <li>
 This is a full-time, on-site position with hybrid flexibility. You will be the first point of contact for our users, delivering outstanding support through email, chat, and social media. Your role involves:
 </li>
 <li>
 Responding promptly to user inquiries
 </li>
 <li>
 Investigating and resolving user issues effectively
 </li>
 <li>
 Maintaining high levels of customer satisfaction
 </li>
 <li>
 Collaborating with other teams to enhance the overall customer experience
 
 
 
 
 
 </li>
 </ul>
 
 What We're Looking For
 
 
 
 <ul>
 <li>
 Exceptional communication skills in English and Arabic (written and spoken)
 </li>
 <li>
 Strong problem-solving, analytical, and multitasking abilities
 </li>
 <li>
 Experience in customer service or a related field (knowledge of the financial industry is a plus)
 </li>
 <li>
 Bachelor's degree (required)
 </li>
 <li>
 A proactive attitude and a passion for helping others
 
 
 
 
 
 </li>
 </ul>
 
 Working Details
 
 
 
 Support Model:
 
 Chat and social media interactions.
 
 
 
 Shifts:
 
 Rotational shifts (24/7), with night shifts handled from home.
 
 
 
 Hybrid Work:
 
 Two weeks in-office, two weeks remote.
 
 
 
 What We Offer
 
 
 
 Competitive Salary
 
 &ndash; Your hard work deserves to be rewarded.
 
 
 
 Comprehensive Benefits
 
 &ndash; Social and medical insurance.
 
 
 
 Convenient Transportation
 
 &ndash; Getting to work made easy.
 
 
 
 Cutting-Edge Tools
 
 &ndash; A company-provided laptop to help you shine.
 
 
 
 Healthy Work Environment
 
 &ndash; Work in a supportive, vibrant culture.
 
 
 
 Why Join Telda?
 
 
 At Telda, you&rsquo;ll be part of a dynamic team that values innovation, collaboration, and personal growth. Whether you're solving a customer&rsquo;s issue or helping shape the future of digital finance, your contribution matters.
 
 
 Take the next step in your career. Apply now and help us redefine the future of finance!
</div>

Property Finder

<div>
 Property Finder is the leading property portal in the Middle East and North Africa (MENA) region, dedicated to shaping an inclusive future for real estate while spearheading the region&rsquo;s growing tech ecosystem. At its core is a clear and powerful purpose: To change living for good in the region.
 
 
 Founded on the value of great ambitions, Property Finder connects millions of property seekers with thousands of real estate professionals every day. The platform offers a seamless and enriching experience, empowering both buyers and renters to make informed decisions. Since its inception in 2007, Property Finder has evolved into a trusted partner for developers, brokers, and home seekers. As a lighthouse tech company, it continues to create an environment where people can thrive and contribute meaningfully to the transformation of real estate in MENA.
 
 
 
 Position Summary:
 
 
 
 As a Partner Support Team Leader, you will play a pivotal role in shaping and delivering a standout customer experience that sets us apart. Leading a team of frontline technical support agents, you will ensure every customer interaction is handled with care, expertise, and efficiency, building trust and long-term value.
 
 
 You&rsquo;ll guide and develop your team to exceed performance, quality, and customer satisfaction targets through clear direction, ongoing coaching, and regular one-to-ones. By fostering a culture of accountability and continuous improvement, you&rsquo;ll empower the team to resolve complex issues, manage escalations effectively, and deliver support that reflects our commitment to excellence.
 
 
 This role is critical to the success of our organisation, driving loyalty, reinforcing our reputation, and helping us deliver on our promise of a truly differentiated customer experience.
 
 
 
 Key Responsibilities:
 
 
 
 <ul>
 <li>
 Inspire and lead a high-performing team of Contact Centre Agents, fostering a culture focused on accountability, customer obsession, and continuous improvement.
 </li>
 <li>
 Coach and develop team members through regular 1:1s, constructive feedback, and tailored development plans to enhance performance and customer outcomes.
 </li>
 <li>
 Monitor individual and team KPIs, including productivity, quality, first contact resolution, attendance, AHT, and CSAT, using data to drive improvements that elevate the customer experience.
 </li>
 <li>
 Identify skills gaps and training needs, partnering with the Training team to deliver impactful learning and upskilling programs that build confidence and capability.
 </li>
 <li>
 Manage real-time operations, ensuring optimal queue management, schedule adherence, and service level achievement across all support channels (phone, chat, email).
 </li>
 <li>
 Oversee daily workflow and task distribution to maintain seamless, timely, and effective customer interactions.
 </li>
 <li>
 Act as an escalation point for complex or sensitive customer issues, demonstrating strong problem-solving and customer advocacy to drive resolution and retention.
 </li>
 <li>
 Conduct regular QA checks, including call/chat monitoring and email reviews, to ensure compliance with quality standards and identify coaching opportunities.
 </li>
 <li>
 Track and manage time accountability, including agent hours, breaks, and adherence to attendance policies (e.g., Bradford Factor monitoring).
 </li>
 <li>
 Analyze performance trends and operational data to surface insights, recommend enhancements to tools and processes, and improve customer and agent experiences.
 </li>
 <li>
 Champion best practices by implementing and upholding company policies, service standards, and quality expectations.
 </li>
 <li>
 Deliver clear and insightful reporting on team performance, customer impact, and opportunities to the Leadership team.
 </li>
 <li>
 Lead workforce management activities, including scheduling, time-off approvals, and ensuring adequate coverage across shifts.
 </li>
 <li>
 Support hiring, onboarding, and performance management processes to build and maintain a strong, customer-focused team.
 </li>
 <li>
 Leverage data and customer feedback in daily decision-making, sharing insights across the organisation to influence broader CX improvements.
 
 
 </li>
 </ul>
 
 Desired Qualifications:
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business administration or a relevant field
 </li>
 <li>
 Fluency in both English and Arabic, with exceptional writing and speaking skills in both languages
 </li>
 <li>
 Advanced proficiency in using CRM systems.
 </li>
 <li>
 5+ years of experience in Customer Experience with a minimum of 2 years of experience in managing teams in Customer Experience or support, preferably B2B.
 
 
 </li>
 </ul>
 
 Other Capabilities:
 
 
 
 <ul>
 <li>
 Inspirational Leadership: Proven ability to lead, motivate, coach, and develop diverse, high-performing teams in a customer support or contact centre environment.
 </li>
 <li>
 Customer-Centric Mindset: Deep commitment to delivering exceptional, human-centered customer experiences, with a passion for resolving issues in a way that builds loyalty and trust.
 </li>
 <li>
 Bilingual Communication: Fluent in English and Arabic, with excellent verbal and written communication skills that enable clear, empathetic, and effective interactions with customers and colleagues.
 </li>
 <li>
 Analytical Thinking: Skilled in interpreting performance metrics, identifying trends, and using data-driven insights to guide decision-making and continuous improvement.
 </li>
 <li>
 Calm, Decisive Problem Solving: Strong critical thinking skills with the ability to manage escalations and resolve complex issues quickly and diplomatically.
 </li>
 <li>
 Organisational Agility: Exceptional time management and prioritisation skills, with the ability to stay focused and organised in a fast-paced, high-volume environment.
 </li>
 <li>
 Tech-Savvy: Proficient in Microsoft Office Suite, Google Workspace, and customer support platforms such as Zendesk, with the ability to learn and adapt to new systems quickly.
 </li>
 <li>
 Adaptability &amp; Resilience: Comfortable with change, ambiguity, and shifting priorities - able to manage competing demands while maintaining focus on team goals and customer outcomes.
 </li>
 <li>
 Collaboration &amp; Influence: Able to work cross-functionally and influence stakeholders at all levels to improve processes and enhance the overall partner and customer experience.
 
 
 </li>
 </ul>
 
 Our promise to talent
 
 
 
 At Property Finder, we believe talent thrives in an environment where you can be your best self. Where you are empowered to create, elevate, grow, and care. Our team is made up of the best and brightest, united by a shared ambition to change living for good in the region. We attract top talent who want to make an impact. We firmly believe that when our people grow, we all succeed.
 
 
 
 Property Finder Guiding Principles
 
 
 
 <ul>
 <li>
 Think Future First
 </li>
 <li>
 Data Beats Opinions, Speed Beats Perfection
 </li>
 <li>
 Optimise for Impact
 </li>
 <li>
 No Ostriches Allowed
 </li>
 <li>
 Our People, Our Power
 </li>
 <li>
 The Biggest Risk is Taking no Risk at All
 
 
 </li>
 </ul>
 
 Find us at:
 
 
 
 Twitter
 
 
 Facebook
 
 
 Instagram
 
 
 Linkedin
 
 
 Glassdoor
</div>

Partner Support Team Lead

Explore 1521+ Customer experience manager in Cairo this September. Find roles across top companies and apply now to boost your career.

1521 customer experience manager jobs IN Cairo

Customer Service Manager

Customer Service Manager

Nespresso CRC Workforce Specialist

Order Management Specialist

Customer Experience Agent

Customer Experience Agent

Partner Support Team Lead