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customer experience manager

Sanofi

<div>
 
 Job Title:
 
 Customer Experience Partner - CXP
 
 
 
 Hiring Manager:
 
 Commercial Lead
 
 
 
 Location:
 
 Cairo (Maadi / Shobra)
 
 
 
 Job Purpose
 
 
 
 <ul>
 <li>
 Autonomously accountable for territory level business performance
 </li>
 <li>
 Self-responsible for individual target, ensure achievement of sales objectives, deliver, and promote key messages about SANOFI&rsquo;s products to Customers through reaching them on the right channel, with the right message, at the right time to achieve overall business objective within defined Area/ Squad.
 </li>
 <li>
 Implementing the company&rsquo;s strategy, policies and demonstrating broaden Play to Win mindset within teams.
 
 
 </li>
 </ul>
 
 Key Accountabilities
 
 
 
 
 Manage great customer experience:
 
 
 
 <ul>
 <li>
 Ensure the understanding and execution of the relevant Customer Journey &amp;
 </li>
 <li>
 Support of key customers in the specialist /GP with the aim of increasing the prescription of Portfolio, to improve patient life&rsquo;s and needs,
 </li>
 <li>
 OCCP planning respecting customer persona individualization.
 </li>
 <li>
 Implementation and regular monitoring of the individual customer journey by leveraging the cross functional teamwork with HQ teams.
 
 
 </li>
 </ul>
 Superpower: One CXP as digital, scientist, navigator, WoW &amp; Social Specialist per Area/Squad
 
 
 
 Performance and Business Acumen
 
 
 
 <ul>
 <li>
 Self-responsible for individual target activities and sales performance.
 </li>
 <li>
 Hold the shared responsibility of Squad performance.
 </li>
 <li>
 Ensure the up-to-date market intelligence, account situation and competitive activities and rapid feedback to the HQ
 
 
 </li>
 </ul>
 
 Support And Promote Company&rsquo;s Products Value And Image
 
 
 
 <ul>
 <li>
 Deliver/Customize the product message given from Customer support team and implement the product strategy. Effectively apply knowledge and skills into day-to-day professional activities.
 </li>
 <li>
 Differentiate value of SANOFI brands against competitors by understanding customer&rsquo;s medical diagnosis and utilizing digital tools as required by the company in a timely manner.
 </li>
 <li>
 Regularly conduct qualitative customer feedback, competitors&rsquo; activities, ongoing market trends and product&rsquo;s performance reports.
 </li>
 <li>
 Maintain good relationship with KOLs,DOLs to ensure their loyalty and their support to company&rsquo;s business.
 
 
 </li>
 </ul>
 
 Facilitate &amp; Sustain access of Sanofi Products
 
 
 
 <ul>
 <li>
 Expand SANOFI business with all lines &amp; functions.
 </li>
 <li>
 Anticipate future changes, risks &amp; opportunities affecting Sanofi&rsquo;s position &amp; communicate them across teams.
 </li>
 <li>
 Collaboration with GBUs &amp; functions e.g.: PHI/UHI/NHI/OSF to expand own business.
 </li>
 <li>
 Seek/expand new opportunity/new channels for the portfolio.
 
 
 </li>
 </ul>
 
 Team Player
 
 
 
 <ul>
 <li>
 Engage in the Squad performance and initiatives.
 </li>
 <li>
 Collaborative mindset to support the colleague CXPs improvement.
 </li>
 <li>
 Takes initiative &amp; leverages network, academics, digital or innovate ways outside his\her own area to create learning opportunities.
 </li>
 <li>
 Create networks outside of own team.
 
 
 </li>
 </ul>
 
 Health Safety And Environment Responsibilities
 
 
 
 <ul>
 <li>
 Comply with company procedures and current regulations on hygiene and safety.
 </li>
 <li>
 Safely use the work equipment, dangerous substances, and preparations as well as the supplied collective and personal protective equipment according to the instructions received.
 </li>
 <li>
 Promote and follow the HSE rules and &lsquo;Act responsibly&rsquo; to protect yourself and others from an injury and ill health conditions while at the work locations and/or while using road e.g., traffic rules, emergency evacuation procedure, medical surveillance, healthy lifestyle etc.
 </li>
 <li>
 Engage the HSE department in the related activities (where applicable) and be sure that the work performed follows the local HSE regulations, Corporate HSE Policy and key requirements.
 </li>
 <li>
 Follow the company&rsquo;s road safety program.
 </li>
 <li>
 Attend HSE training.
 </li>
 <li>
 Promptly report to your manager any dangerous conditions of which you become aware.
 </li>
 <li>
 Reporting any occupational injury/ preventable car accident within 24hrs to the direct Manager and HSE manager.
 </li>
 <li>
 Maintain vehicle safety data UpToDate and submit reports to HSE as requested.
 </li>
 <li>
 Retain vehicle maintenance records and submit data as requested.
 </li>
 <li>
 Completion of assigned HSE trainings within the due date.
 
 
 </li>
 </ul>
 
 Other Responsibility
 
 
 
 <ul>
 <li>
 Perform other duties as assigned.
 </li>
 <li>
 Respect of company&rsquo;s values, code of ethics and social charter.
 </li>
 <li>
 Respect of personal data protection charter.
 
 
 </li>
 </ul>
 
 Qualifications And Requirements
 
 
 
 
 Language skil
 
 
 ls
 
 
 :
 
 
 
 <ul>
 <li>
 High level of English proficiency and communication skill
 
 
 </li>
 </ul>
 
 Education
 
 
 
 <ul>
 <li>
 University Graduate with medical background.
 
 
 </li>
 </ul>
 
 Experience &amp; Knowledge
 
 
 
 <ul>
 <li>
 Proven track record in achieving sales results and account management.
 </li>
 <li>
 High level understanding of GTM operation and capability.
 
 
 </li>
 </ul>
 
 Capabilities In Line With CFT (Customer Field Transformation) Competency
 
 
 
 <ul>
 <li>
 Understanding of Advancing customer decision making process, Customer Performance Management, professional effectiveness &amp; how to differentiate Sanofi customer experience.
 </li>
 <li>
 Understanding and demonstrating value of products and services
 </li>
 <li>
 Orchestrating and executing customer Multi Channel Engagement strategy.
 </li>
 <li>
 Segmentation and Go-to-Market Strategy understanding.
 </li>
 <li>
 Utilising customer insights for planning and execution.
 </li>
 <li>
 Collecting customer insights
 </li>
 <li>
 Applying Digital Capabilities to Business Solutions.
 </li>
 <li>
 Facilitating and sustaining access to Sanofi products and services for planning and execution
 
 
 </li>
 </ul>
 
 Mindset &amp; attitude
 
 
 
 <ul>
 <li>
 Collaborative team player &amp; networker (entrepreneurial)
 </li>
 <li>
 thinking in the Squad while keeping the Squad dynamics in mind, seeks for Squad success rather than individual success
 </li>
 <li>
 Agile Mindset: Self-reflection, critical faculties, willingness to challenge the status-quo.
 </li>
 <li>
 Autonomous: Self-organized to develop new competency and capability for GTM transformation
 
 
 </li>
 </ul>
 
 Take the Lead Values
 
 
 
 
 Aim Higher
 
 
 
 
 Focus on what matters, set high standards and move with urgency, learning from setbacks as we go to achieve higher performance.
 
 
 
 
 Act for Patients
 
 
 
 
 Never compromise on integrity, eliminate barriers and partner with others to go faster and further for patients.
 
 
 
 
 Be Bold
 
 
 
 
 Take thoughtful risks, seize opportunities and think beyond what's possible to accelerate our science and drive compelling growth.
 
 
 
 
 Lead Together
 
 
 
 
 Build trust and collaborate openly on our shared goals, celebrate collective pltake s and foster a sense of belonging
 
 
 
 
 Pursue
 
 
 Progress
 
 .
 
 Discover
 
 
 Extraordinary
 
 .
 
 
 Progress doesn&rsquo;t happen without people &ndash; people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let&rsquo;s pursue progress. And let&rsquo;s discover extraordinary together.
 
 
 At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.
 
 
 Watch &lsquo;One day at Sanofi&rsquo; and check out our Diversity Equity and Inclusion initiatives at sanofi.com!
 
 
 null
 
 Pursue
 
 
 Progress
 
 .
 
 Discover
 
 
 Extraordinary
 
 .
 
 
 Join Sanofi and step into a new era of science - where your growth can be just as transformative as the work we do. We invest in you to reach further, think faster, and do what&rsquo;s never-been-done-before. You&rsquo;ll help push boundaries, challenge convention, and build smarter solutions that reach the communities we serve. Ready to chase the miracles of science and improve people&rsquo;s lives? Let&rsquo;s Pursue Progress and Discover Extraordinary &ndash; together.
 
 
 At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status or other characteristics protected by law.
</div>

Customer Experience Partner

Air Liquide

<div>
 How will you CONTRIBUTE and GROW?
 
 
 
 Job Description Summary
 
 
 
 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

Foundever

<div>
 Foundever&trade; is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we&rsquo;re the team behind the best experiences for +800 of the world&rsquo;s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
 
 
 Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.
 
 
 
 PURPOSE OF THE JOB
 
 
 
 
 Responsible for supervising team's performance, ensuring that client's metrics are met, and the morale of the team is charged to drive the team towards success. This position requires onsite work at the client&rsquo;s location in the United States and involves working in a 24-hour shift environment. Candidates must be willing to accommodate flexible shift schedules.
 
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 To manage the performance of the team, develop and coach team members when they are carrying out their normal duties.
 </li>
 <li>
 To recognize and reward the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience.
 </li>
 <li>
 To deal with underperformance cases in a professional, consistent, and timely manner, seeking advice as necessary.
 </li>
 <li>
 To conduct regular 1:1 daily checkpoints and weekly PEPs.
 </li>
 <li>
 Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve, and agreeing on and monitoring development plans.
 </li>
 <li>
 To manage the workloads of the team, motivating them to ensure that all KPIs are met.
 </li>
 <li>
 Communicate effectively with the team ensuring that all messages and information are being communicated consistently.
 </li>
 <li>
 Ensure a high standard of code and leadership by being a role model and setting an example for others to follow.
 </li>
 <li>
 To manage client relationships where applicable.
 </li>
 <li>
 To manage the day-to-day activities in the call center with your peers and the OMD team.
 </li>
 <li>
 To ensure that agreed service levels for the support are consistently delivered across all lines of business.
 </li>
 <li>
 To be flexible, independent, and innovative.
 </li>
 <li>
 Communicate with Remote sites and Clients - on a weekly basis.
 
 
 </li>
 </ul>
 
 Quality
 
 
 
 <ul>
 <li>
 To monitor and provide feedback on all transactions (calls, emails, faxes, data entry, case logs) as applicable to current and future business.
 </li>
 <li>
 To provide individual coaching &amp; training to team members where appropriate.
 </li>
 <li>
 Reach targets in respect of quality.
 </li>
 <li>
 Foster a culture of continuous improvement in the account and overall operation.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 
 EXPERIENCE, KNOWLEDGE, AND SKILLS REQUIRED
 
 
 
 <ul>
 <li>
 Fluency in the French language C1
 </li>
 <li>
 English level B2+
 </li>
 <li>
 Candidates should be qualified for a University Degree level or equivalent
 </li>
 <li>
 Previous Call Centre management experience is a must.
 </li>
 <li>
 Knowledge in Microsoft Office &ndash; Word/PowerPoint/Excel.
 </li>
 <li>
 High-level knowledge of PC applications &ndash; Hardware &amp; Software (Preferable).
 </li>
 <li>
 Excellent communication skills.
 </li>
 <li>
 Ability to work on one&rsquo;s own initiative and under pressure to achieve results and targets.
 </li>
 <li>
 Demonstrate organizational and time management ability.
 </li>
 <li>
 Professionalism to deal with people management issues as they arise.
 </li>
 <li>
 Good attention to detail is a requirement.
 
 
 </li>
 </ul>
 
 JOB COMPETENCIES
 
 
 
 <ul>
 <li>
 Execution
 </li>
 <li>
 Communication
 </li>
 <li>
 Result Orientation
 </li>
 <li>
 Leadership
 </li>
 <li>
 Customer Focus
 
 
 </li>
 </ul>
 
 SECURITY COMPLIANCE
 
 
 
 Employees must maintain compliance with Foundever's safety, security, and privacy programs. Responsible for being an active participant in the Foundever safety, security, and privacy programs to protect Foundever's business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all Foundever's employees.
 
 
 
 ETHICS COMPLIANCE
 
 
 
 Foundever is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. Employees are encouraged to observe the highest standards of professionalism at all times and are expected to adhere to Foundever's policies on ethics and integrity.
</div>

French Team Manager

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

Premier Services and Recruitment

<div>
 <ul>
 <li>
 Operations Manager Experience in insurance industry 10- 15 years
 </li>
 <li>
 Bachelor's degree in Business, Finance, or any related field.
 </li>
 <li>
 Minimum of 5 -7 years of experience in multinomial insurance operations is a must.
 </li>
 <li>
 Fluency in English is a must.
 </li>
 <li>
 Strong understanding of insurance processes and regulations.
 </li>
 <li>
 Proven leadership and team management skills.
 </li>
 <li>
 Excellent analytical and problem-solving abilities.
 </li>
 <li>
 Strong communication and interpersonal skills.
 </li>
 <li>
 Ability to work under pressure and meet deadlines.
 </li>
 <li>
 Experience with process improvement methodologies.
 </li>
 <li>
 Strong organizational and multitasking skills.
 </li>
 <li>
 Attention to detail and high level of accuracy.
 </li>
 <li>
 Ability to handle confidential information with integrity.
 </li>
 <li>
 Customer-focused mindset.
 </li>
 <li>
 Experience in budget management and resource allocation.
 </li>
 <li>
 Knowledge of risk management principles.
 </li>
 <li>
 Ability to develop and implement training programs.
 </li>
 <li>
 Strong project management skills.
 </li>
 <li>
 Ability to adapt to changing industry trends.
 </li>
 <li>
 Commitment to continuous learning and professional development.
 </li>
 <li>
 Strong communication and team management skills.
 </li>
 <li>
 Oversee daily operations of insurance department.
 </li>
 <li>
 Ensure compliance with all relevant regulations and industry standards.
 </li>
 <li>
 Manage and mentor operations team. (Sales, Customer Service and Lead Generation teams)
 </li>
 <li>
 Develop and implement operational policies and procedures.
 </li>
 <li>
 Monitor and analyze key performance indicators to identify areas for improvement.
 </li>
 <li>
 Coordinate with other departments to ensure seamless operations.
 </li>
 <li>
 Handle escalated customer issues and complaints.
 </li>
 <li>
 Manage relationships with external partners and vendors.
 </li>
 <li>
 Prepare and present operational reports to senior management.
 </li>
 <li>
 Implement process improvements to enhance efficiency and reduce costs.
 </li>
 <li>
 Maintain up-to-date knowledge of industry trends and regulatory changes.
 </li>
 <li>
 Develop training programs for staff development.
 </li>
 <li>
 Oversee policy administration and customer service functions.
 </li>
 <li>
 Ensure high levels of customer satisfaction.
 </li>
 <li>
 Manage budget and resource allocation for the department.
 </li>
 <li>
 Conduct regular audits to ensure compliance and operational efficiency.
 </li>
 <li>
 Develop and manage risk management strategies.
 </li>
 <li>
 Lead initiatives to improve data accuracy and integrity.
 </li>
 <li>
 Any other tasks assigned by manager.
 </li>
 </ul>
 <li>
 </li>
 
 
</div>

Operations Manager Experience in insurance industry

Talaat Moustafa Group

<div>
 
 
 Job Description:
 
 
 
 
 
 <ul>
 <li>
 Sells TMG&rsquo;s properties using comprehensive negotiations.
 </li>
 <li>
 Maintains positive business relationships and builds rapport with customers.
 </li>
 <li>
 Reaches out to customers through referrals.
 </li>
 <li>
 Achieves agreed-upon sales targets and outcomes within deadlines.
 </li>
 <li>
 Coordinates efforts with team members and other departments to maximize the aspired outputs.
 </li>
 <li>
 Provides reports on customer needs, problems, interests, competitive activities, and potential for new products/services to the direct manager.
 </li>
 <li>
 Stay current with the sales market trends, best practices, and promotional trends.
 </li>
 <li>
 Submits orders by referring to price lists and product literature, shifting/ conveying customers to the concerned department to top off the sales process.
 </li>
 <li>
 Updates the required reports, such as daily call reports, weekly targeted plans, and monthly results reports.
 </li>
 <li>
 Resolves customer complaints by investigating problems, developing solutions, preparing reports, and making recommendations to the direct manager.
 </li>
 <li>
 Contributes to team effort by accomplishing related results as needed.
 </li>
 </ul>
 
 
 
 
 
 Qualifications:
 
 
 
 
 
 <ul>
 <li>
 BA in Business Administration, Management, Marketing, or any related field.
 </li>
 <li>
 0-3 years of progressive experience in the Real Estate sales field.
 </li>
 <li>
 Excellent command of English is a must; additional language skills are an added value
 </li>
 <li>
 Excellent communication skills and a team player.
 </li>
 <li>
 Commitment to excellent customer service.
 </li>
 <li>
 Ability to work comfortably in a fast-paced environment.
 </li>
 <li>
 Result-oriented.
 </li>
 </ul>
</div>

Property Consultant

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