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client engagement specialist

customer service manager

51Talk

<div>
 
 
 About 51Talk
 
 
 
 51Talk is a leading online English education platform dedicated to connecting teachers and students across the globe through high-quality, one-on-one virtual classes. We are passionate about making quality education accessible while empowering our team members to grow and make a real difference in students&rsquo; lives.
 
 
 
 
 
 
 Job Responsibilities:
 
 
 <ul>
 <li>
 Lead and manage a customer service team to deliver excellent support and guidance to students and their parents.
 </li>
 <li>
 Coach, develop, and motivate team members to consistently meet performance and service quality targets.
 </li>
 <li>
 Handle escalated cases and implement solutions that ensure customer satisfaction and retention.
 </li>
 <li>
 Work closely with parents to address concerns, track student progress, and offer personalized support strategies.
 </li>
 <li>
 Ensure proper documentation of customer interactions using CRM tools.
 </li>
 <li>
 Monitor performance metrics and provide regular feedback, training, and team development initiatives.
 </li>
 <li>
 Collaborate with internal departments (Sales, Academic, Operations) to improve the overall learner experience.
 </li>
 </ul>
 
 
 
 
 
 Job Requirements:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree or above in any discipline.
 </li>
 <li>
 Strong English communication skills (spoken and written) are essential.
 </li>
 <li>
 
 8&ndash;10 years of total work experience
 
 , including
 
 at least 5 years in team management
 
 , preferably in a customer service or education-related role.
 </li>
 <li>
 Experience managing team leaders or supervisors is a strong plus.
 </li>
 <li>
 Proven ability to manage KPIs, performance tracking, and team development.
 </li>
 <li>
 Background in the education or e-learning sector is an added advantage.
 </li>
 <li>
 Strong problem-solving, leadership, and interpersonal skills.
 </li>
 <li>
 Familiarity with CRM systems is preferred.
 </li>
 </ul>
 <li>
 </li>
 
 
</div>

Customer Service Manager

Mumzworld.com

<div>
 
 Customer Service Operations (CS OPS) - Function Overview:
 
 
 
 The CS Operations function is responsible for handling all customer contacts across WhatsApp, Live Chat, Email, Phone, and Social Media. It ensures customers receive fast, accurate, and empathetic support across all touchpoints. The function also manages CS Sales, driving additional GMV through assisted shopping and conversion initiatives, and oversees Back Office operations, where complex or multi-team cases are resolved. CS Ops also owns workforce planning and real-time management, ensuring the right staffing levels to achieve SLAs and maintain operational control.
 
 
 
 Key Responsibilities: Leadership &amp; Strategy
 
 
 
 <ul>
 <li>
 Lead, motivate, and develop a high-performing team of Team Leaders, Senior CSAs, and CS Advisors to deliver excellence across all channels (phone, chat, email, social).
 </li>
 <li>
 Own the end-to-end AI transformation roadmap for Customer Service, includingautomation, chatbots, predictive analytics, and agent assist tools.
 
 
 </li>
 </ul>
 
 Operations &amp; Performance
 
 
 
 <ul>
 <li>
 Oversee daily operations, work closely with WFM ensuring smooth staffing, scheduling, and workforce optimization across all channels and regions.
 </li>
 <li>
 Ensure operational readiness during seasonal peaks, product launches, and promotional events(e.g., MumzNovember, Ramadan, Black Friday).
 </li>
 <li>
 Develop and maintain policies, SOPs, and escalation frameworks aligned with brand tone and service excellence. AI &amp; Innovation
 </li>
 <li>
 Lead AI-powered initiatives to improve speed, accuracy, and personalization in customer interactions.
 </li>
 <li>
 Partner with Product, Tech, and Data teams to build, test, and implement automation tools and AI models (e.g., sentiment analysis, agent assist, FAQ automation).
 </li>
 <li>
 Analyze and report the ROI of AI implementations and process enhancements to senior management.
 </li>
 <li>
 Champion data-driven decision-making and continuous improvement through experimentation and insights. Project Management
 </li>
 <li>
 Own and deliver large-scale strategic projects that impact the full customer and/or employee journey.
 </li>
 <li>
 Create clear project plans with defined milestones, KPIs, and success metrics.
 </li>
 <li>
 Collaborate cross-functionally with Marketing, Logistics, Tech, and Finance to align on dependencies and ensure flawless execution.
 </li>
 <li>
 Proactively identify risks and mitigation plans to ensure delivery on time and within scope. Analytics &amp; Insights
 </li>
 <li>
 Build dashboards and performance reports to track individual and team productivity, accuracy, and quality trends.
 </li>
 <li>
 Deliver insights on customer pain points, trends, and opportunities to leadership teams.
 </li>
 <li>
 Collaborate with CXP to translate VOC (Voice of Customer) data into actionable business improvements.
 </li>
 <li>
 Monitor reporting accuracy and ensure integrity of all performance data. People
 </li>
 <li>
 Development
 </li>
 <li>
 Recruit, train, and retain top talent, fostering a culture of learning, ownership, and continuous growth.
 </li>
 <li>
 Conduct regular coaching and 1:1s with direct reports to strengthen leadership depth and technical capability.
 </li>
 <li>
 Recognize and reward exceptional performance and ensure alignment with company culture and values.
 
 
 </li>
 </ul>
 
 Your skills would include:
 
 
 
 <ul>
 <li>
 7+ years of progressive experience in Customer Service, with at least 4 years in leadership, With experience in E-commerce field
 </li>
 <li>
 Proven experience managing large-scale service teams in e-commerce.
 </li>
 <li>
 Demonstrated success leading AI or automation projects (chatbots, knowledge base optimization, agent assist, QA scoring etc.).
 </li>
 <li>
 Strong analytical mindset with hands-on experience using dashboards and business intelligence tools.
 </li>
 <li>
 Excellent stakeholder management, communication, and change management skills.
 </li>
 <li>
 Proficient in CRM and omnichannel tools
 </li>
 <li>
 Bachelor&rsquo;s degree required.
 
 
 </li>
 </ul>
 
 Role Competencies:
 
 
 
 <ul>
 <li>
 Customer Obsession
 </li>
 <li>
 Data &amp; Insight-Driven Thinking
 </li>
 <li>
 Strategic &amp; Analytical Leadership
 </li>
 <li>
 Ownership &amp; Accountability
 </li>
 <li>
 AI/Automation Readiness
 </li>
 <li>
 Decision Making
 </li>
 <li>
 Innovation Mindset
 </li>
 <li>
 People Development &amp; Coaching
 </li>
 </ul>
</div>

Customer Service Operations  Manager(CS OPS)

Nestlé

<div>
 
 CRC Cluster Manager
 
 
 
 
 POSITION SNAPSHOT
 
 
 
 Location: Cairo, Egypt
 
 
 Company: Nestl&eacute; Egypt
 
 
 Full-time
 
 
 
 Position Summary
 
 
 
 The role is responsible for leading the Customer Relationship Center (CRC) and driving its overall performance as a key consumer-facing channel. This includes ensuring exceptional sales, service, and technical support delivery in alignment with the company&rsquo;s Consumer Experience strategy. The position will define and implement the market CRC strategy, fostering a strong culture of continuous improvement while ensuring efficient, agile, and customer‑centric operations both internally and with the outsourced partner.
 
 
 
 A DAY IN THE LIFE &hellip;
 
 
 
 <ul>
 <li>
 Maintain a deep understanding of customer needs and expectations, and promote a customer‑centric mindset across the organization.
 </li>
 <li>
 Define the CRC strategy in alignment with the global framework, market priorities, budget, and available resources, ensuring strong internal visibility and alignment.
 </li>
 <li>
 Lead customer service topics within CCS and ensure the right level of focus and execution.
 </li>
 <li>
 Translate strategic objectives into operational programs and projects for the CRC team.
 </li>
 <li>
 Ensure adherence to the CRC strategy by leveraging expert team members for local initiatives and participation in international projects requiring operational expertise.
 </li>
 <li>
 Support the Direct Manager in making optimal operational and investment decisions.
 </li>
 <li>
 Manage budgets in line with the Operational Plan and ensure compliance with corporate audit standards.
 </li>
 <li>
 Ensure an accurate Dynamic Forecast in collaboration with Finance, with proper follow‑up on budget actions.
 </li>
 <li>
 Conduct regular market benchmarking of customer service practices against internal Nespresso CRCs and leading external CRCs.
 </li>
 <li>
 Actively contribute to the Global CRC community, sharing best practices and building strong cross‑market relationships.
 </li>
 <li>
 Promote effective communication and alignment with all Nespresso channels (Trade, B2B, e‑Commerce, Boutiques, Marketing, CRM, Supply Chain, Finance, HR) to enable a seamless customer experience and strong commercial focus.
 </li>
 <li>
 Ensure outsourcing partners operate in alignment with Nespresso brand guidelines, remain cost‑efficient, and comply with Nestl&eacute; regulations; identify risks and implement corrective measures when needed.
 </li>
 <li>
 Collaborate with Procurement on establishing and managing Service Level Agreements with third‑party providers.
 </li>
 <li>
 Uphold and promote the Nespresso culture across internal teams and external partners.
 </li>
 <li>
 Facilitate effective knowledge management to support omni‑channel customer interactions.
 </li>
 <li>
 Apply Nespresso HR and people management principles consistently across the team.
 </li>
 <li>
 Conduct performance appraisals and development plans, empowering team members to lead their own growth.
 </li>
 <li>
 Identify and develop talent through training, job enrichment, and networking opportunities.
 </li>
 <li>
 Recognize and reward collaboration and knowledge sharing to maintain team engagement.
 </li>
 <li>
 Participate in recruitment activities, conducting interviews and validating new hires with HR.
 </li>
 <li>
 Address performance or behavioral issues promptly and fairly in alignment with the Nestl&eacute; Leadership Framework.
 </li>
 <li>
 Ensure a strong team development and succession plan is in place.
 
 
 </li>
 </ul>
 
 What Will Make You Successful&hellip;
 
 
 
 <ul>
 <li>
 University degree or equivalent in Commercial or Business studies.
 </li>
 <li>
 Certifications in CRC Business Management and/or Customer Experience Standards.
 </li>
 <li>
 Minimum of 6+ years of Workforce Management experience in a medium to large, multi-site call center environment (required for senior positions).
 </li>
 <li>
 Experience in Customer Service and Sales within B2C and/or B2B environments (e.g., customer focus, products, services, contracts, payment terms, delivery).
 </li>
 <li>
 Experience in a comparable role within a customer‑focused or service‑oriented environment.
 </li>
 <li>
 Experience in leading, managing, and developing individuals and teams.
 </li>
 <li>
 Project management experience.
 </li>
 <li>
 Experience in implementing and/or selecting CRC tools, including telephony systems, workforce management platforms, and quality‑coaching tools.
 </li>
 </ul>
</div>

Cluster Manager

adidas

<div>
 
 Purpose &amp; Overall Relevance For The Organisation
 
 
 
 This diverse role will be responsible for a variety of tasks primarily managing the customer orders for a portfolio of nominated accounts or area.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Ensure timely and accurate order entry and release of orders for processing.
 </li>
 <li>
 Review of order book to ensure customer requested delivery is achieved.
 </li>
 <li>
 To provide visibility to internal and external stakeholders on product information, stock availability, pricing, terms, routing, and any other specialty handling or services.
 </li>
 <li>
 Timely preparation of export documents and L/C negotiation
 </li>
 <li>
 Process, coordinate and investigate customer shipment claims or return requests following existing Company policies, procedures and programs.
 </li>
 <li>
 Provide assistance and support to internal partners including Sales, Marketing, Finance, Operations representatives relating to order processing.
 </li>
 <li>
 Support business on delivery of sales and financial targets and objectives
 </li>
 <li>
 Deliver the highest level of customer service and respond in a timely and efficient manner to all incoming inquiries and correspondence, both internal and external.
 </li>
 <li>
 Work towards both independent and team KPI&rsquo;s to improve business standards, service levels and financial results.
 </li>
 <li>
 Contribute to the development of business improvement opportunities wherever possible.
 </li>
 <li>
 Develop and review reports relating to order book KPI&rsquo;s and transactional activities of the team.
 </li>
 <li>
 To coordinate a cross-functional collaboration with internal stakeholders towards common goals set by the organization
 </li>
 <li>
 Manage adhoc projects and reports initiatives as required by the Line Manager.
 </li>
 <li>
 Ensure self-development plan alongside MYBEST initiatives as set by the business.
 
 
 </li>
 </ul>
 
 KPI&rsquo;s
 
 
 
 <ul>
 <li>
 Speed of execution.
 </li>
 <li>
 Customer Service Excellence.
 </li>
 <li>
 CS SLA &amp; Blueprints.
 </li>
 <li>
 Process enhancements &amp; efficiencies.
 </li>
 <li>
 Report enhancements.
 
 
 </li>
 </ul>
 
 Key Relationships
 
 
 
 <ul>
 <li>
 Customers.
 </li>
 <li>
 Sales Team.
 </li>
 <li>
 SCM (Operations, Purchasing, OBF&hellip;).
 </li>
 <li>
 Finance Team.
 </li>
 <li>
 Marketing Team.
 </li>
 <li>
 External Stakeholders (Forwarders, Banks&hellip;).
 
 
 </li>
 </ul>
 
 Knowledge, Skills And Abilities
 
 
 
 <ul>
 <li>
 A strong customer service focus.
 </li>
 <li>
 Excellent knowledge of Supply Chain and/or Logistics.
 </li>
 <li>
 A high level of problem solving ability.
 </li>
 <li>
 Superior attention to detail and accuracy.
 </li>
 <li>
 Excellent communication skills and a proven ability to develop long lasting relationships.
 </li>
 <li>
 Experience in working under pressure to meet deadlines and conflicting priorities.
 </li>
 <li>
 Strong Microsoft Office skills are essential.
 </li>
 <li>
 Strong ERP/SAP knowledge an added advantage.
 </li>
 <li>
 Team player with high planning, organizing and reporting abilities.
 </li>
 <li>
 Local language or French an added advantage.
 
 
 </li>
 </ul>
 
 Requisite Education And Experience / Minimum Qualifications
 
 
 
 <ul>
 <li>
 University degree in Business and administration, Supply Chain or Logistics.
 </li>
 <li>
 Minimum 2-3 years of overall work experience in customer service, supply chain or Logistics.
 
 
 </li>
 </ul>
 
 Language skills:
 
 English mandatory local language an added-on advantage
 
 
 adidas celebrates diversity, supports inclusiveness and encourages individual expression in our workplace. We do not tolerate the harassment or discrimination toward any of our applicants or employees. We are an equal opportunity employer.
</div>

Senior Specialist Commercial Operations

ALEXBANK

<div>
 
 Are you passionate about delivering excellent customer experiences and building trust with clients? Join our team as a Customer Service Officer, where you will play a key role in supporting our customers, handling their banking needs, and ensuring top-quality service.
 
 
 If you&rsquo;re customer-focused, detail-oriented, and eager to grow your career in the banking sector, we&rsquo;d love to hear from you!
 
 
 
 
 
 
 
 Job Duties
 
 
 
 
 
 
 <ul>
 <li>
 Assist bank customers in banking-related activities through understanding the customers&rsquo; needs and promote bank services and products.
 </li>
 <li>
 Carry out the Account opening/closing ensuring that all customers sign regulatory forms &amp; uploading customers signatures on the system and ensuring all Central Bank of Egypt and other regulatory controls.
 </li>
 </ul>
 
 
 
 
 
 
 Qualifications &amp; Skills
 
 
 
 
 
 
 <ul>
 <li>
 University degree.
 </li>
 <li>
 Knowledge of the Banking Services &amp; Products.
 </li>
 <li>
 Excellent communication and interpersonal skills
 </li>
 <li>
 0-2 years of experience
 </li>
 <li>
 Passing of the bank&rsquo;s formal entry assessments and panels for this position
 </li>
 </ul>
 
 
</div>

Customer Service Officer

Orange Business

<div>
 
 About Us
 
 
 
 Join us at Orange Business!
 
 
 We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
 
 
 Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
 
 
 
 About The Role
 
 
 
 Key Tasks and Responsibilities:
 
 
 Act as level 1 escalation and engage crises management process if needed on that level
 
 
 Work with management on team training plan
 
 
 Work with management on service acceptance
 
 
 Work with management on incident auditing for team members
 
 
 Work on preparing Rosters for the team and handle changes through the month
 
 
 Ensure incidents are allocated to the most appropriate next step as part of the incident flow process and perform technical escalations in line with company procedures
 
 
 Liaise and refer issues to correct/ relevant resolution entities and other vendors as appropriate
 
 
 Build relationships with peer and management levels
 
 
 Follow up on the team KPIs, and communicate to team members ways to improve it
 
 
 Owns the chronic and complex problems / incidents and drive those incidents for quick and efficient solution
 
 
 Determination to process tasks according to predefined processes is essential
 
 
 Provide technical assistance to the customer service management organization for the creation of the Root Cause analysis ( RCA)
 
 
 Lead communication in complex situations with internal and external stakeholders
 
 
 Undertake any other reasonable task assigned by management
 
 
 
 About You
 
 
 
 Skills &amp; Qualifications:
 
 
 Available During on-call hours, public Holidays and weekends.
 
 
 Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
 
 
 People management skills.
 
 
 Fluent in English
 
 
 Good consulting and problem-solving skills
 
 
 Able to work independently and efficiently to meet deadlines.
 
 
 Prompt, responsive, responsible and friendly approach to customer problems
 
 
 Able to understand complex Customer infrastructure and good understanding of Services proposed by Orange
 
 
 
 Excellent Customer Skills And Focus Are Required
 
 
 
 Ability to work under pressure and to deal with multiple task.
 
 
 General knowledge of the technologies the team supporting.
 
 
 High Flexibility during on-call hours, Public Holidays and weekends.
 
 
 Educational background:
 
 
 <ul>
 <li>
 Bachelor Degree in Telecommunication Engineering, or Computer science (or other equivalent and related degree).
 
 
 </li>
 </ul>
 Professional Experience:
 
 
 <ul>
 <li>
 Minimum of 2-3 years related work experience in. service Desk or similar activity team or similar organizations within the telecom or IT industry. Or 4-5 years of experience in same field but not within Orange.
 </li>
 <li>
 Solid virtual team management experience.
 </li>
 <li>
 Good level of practiced technical knowledge.
 
 
 </li>
 </ul>
 
 What We Offer
 
 
 
 <ul>
 <li>
 Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
 </li>
 <li>
 Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
 </li>
 <li>
 Professional Development: training programs and upskilling/re-skilling opportunities.
 </li>
 <li>
 Career Growth: Internal growth and mobility opportunities within Orange.
 </li>
 <li>
 Caring and Daring Culture: Health and well-being programs and benefits, diversity &amp; inclusion initiatives, CSR and employee connect events.
 </li>
 <li>
 Reward Programs: Employee Referral Program, Change Maker Awards.
 
 
 </li>
 </ul>
 
 Only Your Skills Matter
 
 
 
 Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.
</div>

Team Leader

Breadfast

<div>
 
 
 Role Objectives :
 
 
 
 The Assistant Fulfillment Point Manager is responsible for managing the dark stores on ground, in terms of order
 
 
 fulfillment, quality control, and logistics, and will coordinate closely with the customer service and the Dark Store &amp;
 
 
 Last Mile Operations Manager.
 
 
 
 
 
 
 Roles &amp; Responsibilities:
 
 
 <ul>
 <li>
 Assist in managing FP Operations on the ground.
 </li>
 <li>
 Ensure orders are being filled and shipped timely and accurate.
 </li>
 <li>
 Prevents product damage and shrinkage, accidents, and occupational hazards.
 </li>
 <li>
 Effectively monitors the flow of goods through the stock management system.
 </li>
 <li>
 Maintain a clean and safe work environment.
 </li>
 <li>
 Prepares necessary SOPs for fulfillment processes.
 </li>
 <li>
 Assist in analyzing current operations and make recommendations on ways to improve.
 </li>
 <li>
 Maintain the highest standards of customer service by immediately attending to and resolving customer issues.
 </li>
 </ul>
 
 
 
 
 
 REQUIRED EDUCATION, KNOWLEDGE, AND SKILLS :
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree
 </li>
 <li>
 Knowledge of warehouse software packages and MS Office proficiency.
 </li>
 <li>
 Analytical thinking skills.
 </li>
 <li>
 High attention to detail.
 </li>
 <li>
 Problem solving skills.
 </li>
 <li>
 Good command of the English language.
 </li>
 <li>
 Multi-functional team leadership skills.
 </li>
 <li>
 Conflict resolution skills.
 </li>
 <li>
 Able to work on shift basis.
 </li>
 </ul>
 
 
</div>

Assistant Dark Store Manager

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