account manager

sales consultant

customer service

customer care associate

customer experience agent

customer service manager

51Talk Headquarters

<div>
 
 
 About the role:
 
 ( Work on-site role as a Customer service (Telemarketing) manager, Must have tele-customer service or telesales working experience, at least 5 years management experience, English can use as working language, manage around 20 - 50 people)
 
 
 be well-versed in communicating with customers over the phone, and be willing to make calls to clients during the training period.
 
 
 
 
 
 
 Responsibilities:
 
 
 <ul>
 <li>
 Lead, mentor and manage the team to achieve and exceed monthly reservation rate and attendance rates targets and KPIs.
 </li>
 <li>
 Monitor and assess team performance, providing regular feedback and implementing strategies to enhance effectiveness.
 </li>
 <li>
 Conduct calls to prospective customers to promote and sell our products and services.
 </li>
 <li>
 Handle customers&lsquo; inquiries and convert them into sales opportunities.
 </li>
 <li>
 Understand customer needs and requirements to provide appropriate solutions .
 </li>
 <li>
 Follow up on marketing leads and maintain accurate and up-to-date records of all activities in the CRM system.
 </li>
 </ul>
 
 
 
 
 
 Requirements:
 
 
 <ul>
 <li>
 Proven experiences as a customer service manager or in a similar supervisory role.
 </li>
 <li>
 Strong understanding of customer relationship and sales management.
 </li>
 <li>
 Ability to motivate and drive a team to achieve targets.
 </li>
 <li>
 Excellent leadership, communication, and interpersonal skills.
 </li>
 </ul>
 
 
 
 
 Working hour: Sunday - Thursday 12PM - 9PM, Saturday 12PM-4PM
 
 
 Office address: 1st Floor, 7Z, Etisalat Club Rd, Ezbet Fahmy, El Basatin, Cairo Governorate 4234302
 
</div>

Customer Service Manager

<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>

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>

<div>
 
 
 About the role:
 
 ( Work on-site role as a Customer service (Telemarketing) manager, Must have tele-customer service or telesales working experience, at least 5 years management experience, English can use as working language, manage around 20 - 50 people)
 
 
 be well-versed in communicating with customers over the phone, and be willing to make calls to clients during the training period.
 
 
 
 
 
 
 Responsibilities:
 
 
 <ul>
 <li>
 Lead, mentor and manage the team to achieve and exceed monthly reservation rate and attendance rates targets and KPIs.
 </li>
 <li>
 Monitor and assess team performance, providing regular feedback and implementing strategies to enhance effectiveness.
 </li>
 <li>
 Conduct calls to prospective customers to promote and sell our products and services.
 </li>
 <li>
 Handle customers&lsquo; inquiries and convert them into sales opportunities.
 </li>
 <li>
 Understand customer needs and requirements to provide appropriate solutions .
 </li>
 <li>
 Follow up on marketing leads and maintain accurate and up-to-date records of all activities in the CRM system.
 </li>
 </ul>
 
 
 
 
 
 Requirements:
 
 
 <ul>
 <li>
 Proven experiences as a customer service manager or in a similar supervisory role.
 </li>
 <li>
 Strong understanding of customer relationship and sales management.
 </li>
 <li>
 Ability to motivate and drive a team to achieve targets.
 </li>
 <li>
 Excellent leadership, communication, and interpersonal skills.
 </li>
 </ul>
 
 
 
 
 Working hour: Sunday - Thursday 12PM - 9PM, Saturday 12PM-4PM
 
 
 Office address: 1st Floor, 7Z, Etisalat Club Rd, Ezbet Fahmy, El Basatin, Cairo Governorate 4234302
 
 
 
 
 
 51 Talk is a leading online English education company founded in 2011. In 2016, we became the first Chinese online education company to be listed on the New York Stock Exchange. For over 14 years, we've focused on providing personalized, high-quality English learning experiences. As a global leader in 1-on-1 online instruction with international teachers, we believe in combining language knowledge with practical communication skills.
 
 
 Our courses are trusted by learners across 50+countries, helping students gain the confidence to connect with the world. With a team of over 3000 employees，more than 25000 foreign teachers, more than 15 branches worldwide, we are committed to delivering exceptional educational experiences. We have offices in Jordan, Egypt, Turkey, and Saudi Arabia, Asia countries. You will be essential in manage good talent and contributing to our company&rsquo;s growth in Egypt.
 
</div>

Customer Service manager

<div>
 
 
 About 51Talk:
 
 
 
 51Talk is a leading global online English education platform, connecting learners with professional teachers through interactive one-on-one classes. With a mission to make quality English learning accessible and affordable, 51Talk empowers students worldwide to improve their language skills for education, career, and personal growth.Make outbound calls to potential and existing customers to promote and sell our products and sevices.
 
 
 
 What You&rsquo;ll Do:
 
 
 <ul>
 <li>
 Lead and coach a team of advisors to ensure consistent delivery of high-quality service.
 </li>
 <li>
 Monitor team performance and provide regular feedback to support skill development and continuous improvement.
 </li>
 <li>
 Oversee the implementation of SOPs and ensure service standards are met or exceeded.
 </li>
 <li>
 Analyze student progress and teaching quality data to identify trends, address issues, and optimize learning outcomes.
 </li>
 <li>
 Handle escalated cases and guide the team in delivering effective solutions and maintaining high customer satisfaction.
 </li>
 <li>
 Coordinate with cross-functional teams (e.g., Academic, Sales) to support business goals and student success.
 </li>
 <li>
 Prepare performance reports and propose service enhancements based on data and frontline insights.
 </li>
 </ul>
 
 
 Requirements:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree or above.
 </li>
 <li>
 At least 3 years of experience in customer service or education-related roles, with 1 year in a leadership or supervisory position.
 </li>
 <li>
 Professional proficiency in English in both writing and speaking.
 </li>
 <li>
 Strong leadership, communication, and problem-solving skills.
 </li>
 <li>
 Customer-focused mindset with a passion for education and team development.
 </li>
 </ul>
 
 
</div>

Customer Service Team Manager

Zeal

<div>
 
 
 About Zeal
 
 
 
 Zeal is addressing the critical challenge of untapped transactional data. At the moment, whenever a transaction is processed on a POS terminal (payment card machine), physical retailers have no idea who the paying customer is, unless they use a loyalty program. Think of when you go to a supermarket and you pay by card, unless you go to a supermarket that has a loyalty program and you get your loyalty card out, the POS terminal doesn't tell the retailer if you're a new or returning customer, demographics, gender, etc. Unlike e-ecommerce, in physical retail customer identification always had to be a separate step because the payment terminal is not built to self-identify the paying customer. Hence, a plethora of valuable data is lost or underutilized. With Zeal&rsquo;s advanced Smart POS plugin, the company integrates with POS terminals globally to provide payment acquirers and ISVs with a unique differentiator for their POS terminals. The merchants of our partners benefit from world-class data, analytics &amp; tools to predict consumer behavior using Artificial Intelligence, enabling merchants to unlock the full potential of transactional data.
 
 
 
 
 
 
 
 
 
 Role Overview
 
 
 
 We are looking for an experienced and driven
 
 Customer Support Manager
 
 to lead Zeal&rsquo;s support operations and ensure exceptional service for our merchants. This role is a mix of leadership, process optimization, and cross-functional collaboration, requiring someone who can balance operational efficiency with a strong focus on customer experience. You will manage and coach our support team, oversee day-to-day operations, implement quality programs, and ensure our merchants receive timely and effective support across all touchpoints.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 
 
 
 . Team Leadership &amp; Coaching
 
 
 <ul>
 <li>
 Recruit, onboard, and mentor chat support agents.
 </li>
 <li>
 Conduct regular performance evaluations, 1:1s, and coaching sessions.
 </li>
 <li>
 Foster a culture of accountability, continuous learning, and high performance.
 </li>
 </ul>
 
 
 . Operational Efficiency
 
 
 <ul>
 <li>
 Manage support queues and ensure coverage during peak hours and 24/7 operations as needed.
 </li>
 <li>
 Optimize workflows and leverage automation to improve handling times and customer experience.
 </li>
 <li>
 Monitor key KPIs such as First Response Time (FRT), Resolution Time, CSAT, and SLA adherence.
 </li>
 </ul>
 
 
 . Quality Assurance &amp; Training
 
 
 <ul>
 <li>
 Implement QA programs to review agent conversations and provide actionable feedback.
 </li>
 <li>
 Ensure team members are trained on new product features, processes, and compliance requirements.
 </li>
 <li>
 Act as the point of escalation for complex merchant-related issues.
 </li>
 <li>
 Design and maintain knowledge bases, workflows, and training modules.
 </li>
 </ul>
 
 
 . Process Improvement &amp; Customer Advocacy
 
 
 <ul>
 <li>
 Gather and analyze merchant feedback, escalating pain points to product and operations teams.
 </li>
 <li>
 Represent the &ldquo;voice of the customer&rdquo; in roadmap and process discussions.
 </li>
 <li>
 Develop and implement initiatives to enhance customer satisfaction and retention.
 </li>
 </ul>
 
 
 . Analytics &amp; Reporting
 
 
 <ul>
 <li>
 Track and analyze support metrics including NPS, SLA adherence, and resolution rates.
 </li>
 <li>
 Prepare reports for leadership highlighting trends, performance insights, and recommendations.
 </li>
 <li>
 Monitor churn indicators and sentiment trends to proactively address risks.
 </li>
 </ul>
 
 
 . Cross-Functional Collaboration
 
 
 <ul>
 <li>
 Partner with sales, account management, product, and operations to ensure a seamless merchant lifecycle.
 </li>
 <li>
 Collaborate with stakeholders to refine processes, improve communications, and resolve systemic challenges.
 </li>
 </ul>
 
 
 
 
 
 What We&rsquo;re Looking For
 
 
 <ul>
 <li>
 2&ndash;3 years of experience as a Customer Support Manager or Operations Manager, preferably in fintech, banking, or high-growth tech environments.
 </li>
 <li>
 Proven track record of driving operational excellence, managing large support teams (100+ employees), and delivering strong customer satisfaction.
 </li>
 <li>
 Strong background in performance management, hiring, planning, and budget oversight.
 </li>
 <li>
 Experience working with UK fintech culture and banking systems is a plus.
 </li>
 <li>
 Excellent communication and presentation skills (English fluency required; Arabic is a strong advantage).
 </li>
 <li>
 Data-driven decision-making with solid analytical and reporting skills.
 </li>
 <li>
 Expertise in process improvement and change management.
 </li>
 <li>
 Strong leadership and people management skills.
 </li>
 <li>
 High adaptability and problem-solving mindset in fast-paced environments.
 </li>
 </ul>
 
 
 
 
 
 Nice to Have
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree; MBA preferred.
 </li>
 <li>
 Familiarity with Google Workspace (Docs, Sheets, Slides), Intercom, Freshdesk, or Figma.
 </li>
 <li>
 Additional languages are a plus.
 </li>
 </ul>
 
 
 
 
 
 
 
 
 What You&rsquo;ll Love About Us:
 
 
 <ul>
 <li>
 
 💻 Work from Anywhere:
 
 Enjoy the flexibility of remote work or join us in a hybrid setup. Your choice, your comfort.
 </li>
 <li>
 
 💰 Competitive Compensation:
 
 We value your talent and offer packages that reflect it.
 </li>
 <li>
 
 🤝 Collaborative Culture:
 
 Join a team where trust, transparency, and continuous learning are at the heart of everything we do.
 </li>
 <li>
 
 💡 Make an Impact:
 
 Have ideas to make things better? Awesome. We&rsquo;re all ears and ready to innovate.
 </li>
 <li>
 
 🚀 Shape the Future of Fintech:
 
 Work on cutting-edge fintech solutions that impact thousands of users.
 </li>
 </ul>
 
 
 
</div>

Customer Support Manager

<div>
 
 
 Responsibilities:
 
 
 <ul>
 <li>
 Lead, mentor and manage the team to achieve and exceed monthly reservation rate and attendance rates targets and KPIs.
 </li>
 <li>
 Monitor and assess team performance, providing regular feedback and implementing strategies to enhance effectiveness.
 </li>
 <li>
 Conduct calls to prospective customers to promote and sell our products and services.
 </li>
 <li>
 Handle customers&lsquo; inquiries and convert them into sales opportunities.
 </li>
 <li>
 Understand customer needs and requirements to provide appropriate solutions .
 </li>
 <li>
 Follow up on marketing leads and maintain accurate and up-to-date records of all activities in the CRM system.
 </li>
 </ul>
 
 
 
 
 
 Requirements:
 
 
 <ul>
 <li>
 Proven experiences as a customer service manager or in a similar supervisory role.
 </li>
 <li>
 Strong understanding of customer relationship and sales management.
 </li>
 <li>
 Ability to motivate and drive a team to achieve targets.
 </li>
 <li>
 Excellent leadership, communication, and interpersonal skills.
 </li>
 </ul>
 
 
 
 
 Working hour: Sunday - Thursday 12PM - 9PM, Saturday 12PM-4PM
 
 
 Office address: 1st Floor, 7Z, Etisalat Club Rd, Ezbet Fahmy, El Basatin, Cairo Governorate 4234302
 
</div>

Customer Service Team Lead

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