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people experience and operations senior associate (service center)

customer service team lead

51Talk Headquarters

<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

Talent 360 ME

<div>
 
 We Are Hiring!
 
 
 
 
 Customer Service Manager
 
 
 
 A Customer Service Manager is needed to lead and oversee customer support operations, ensuring a high-quality service experience and smooth communication across all touchpoints. The role involves managing the customer service team, developing service procedures, and driving continuous improvement initiatives.
 
 
 
 Responsibilities:
 
 
 
 <ul>
 <li>
 Lead, train, and supervise the customer service team.
 </li>
 <li>
 Develop and implement customer service policies and workflows.
 </li>
 <li>
 Monitor performance metrics and ensure service quality standards are met.
 </li>
 <li>
 Handle escalated cases and resolve complex customer issues.
 </li>
 <li>
 Analyze customer feedback and identify areas for improvement.
 </li>
 <li>
 Coordinate with internal departments to ensure seamless service delivery.
 </li>
 <li>
 Prepare reports and insights for management.
 
 
 
 </li>
 </ul>
 
 Requirements:
 
 
 
 <ul>
 <li>
 8&ndash;10 years of experience in customer service, with at least part of it in a supervisory or managerial role.
 </li>
 <li>
 Strong leadership and team-management abilities.
 </li>
 <li>
 Excellent communication and problem-solving skills.
 </li>
 <li>
 Ability to analyze data and use insights to enhance service performance.
 </li>
 <li>
 Experience developing or improving customer service processes.
 </li>
 </ul>
</div>

Customer Service Manager

51Talk

<div>
 
 🚀
 
 We&rsquo;re Hiring: (Telemarketing Team Lead)
 
 
 
 Are you a
 
 motivated leader
 
 with a passion for performance, coaching, and driving results?
 
 
 Join our dynamic team and help us shape the success of our telesales department! 🌟
 
 
 
 
 
 -------
 
 
 
 
 
 🔥
 
 What You&rsquo;ll Do
 
 
 <ul>
 <li>
 📞
 
 Reach out to potential customers
 
 using company-provided leads to promote our services and book trial classes.
 </li>
 <li>
 🎯
 
 Boost trial attendance
 
 by maintaining consistent follow-up with leads.
 </li>
 <li>
 💬
 
 Handle pre-sales inquiries
 
 and provide clear, accurate information to customers.
 </li>
 <li>
 📊
 
 Monitor and elevate team performance
 
 , ensuring KPIs are consistently met.
 </li>
 <li>
 🧠
 
 Coach, mentor, and motivate your team
 
 to improve call quality and conversions.
 </li>
 <li>
 👥
 
 Lead daily huddles
 
 , review results, and deliver constructive feedback.
 </li>
 <li>
 📝
 
 Prepare performance reports
 
 and suggest meaningful process improvements.
 </li>
 <li>
 📂
 
 Support administrative tasks
 
 and complete supervisor assignments.
 </li>
 </ul>
 
 
 
 
 -------
 
 
 
 
 
 ⭐
 
 Requirements
 
 
 <ul>
 <li>
 💼
 
 3+ years of experience
 
 in telesales, customer service, or similar roles, with
 
 at least 1 year in leadership
 
 .
 </li>
 <li>
 🇬🇧
 
 Strong English proficiency
 
 (spoken &amp; written).
 </li>
 <li>
 🏆
 
 Leadership &amp; motivational skills
 
 with a hands-on approach.
 </li>
 <li>
 🗣️
 
 Excellent communication
 
 , patience, and resilience in a fast-paced call environment.
 </li>
 <li>
 🎯
 
 Proven ability to hit personal targets
 
 while managing team performance.
 </li>
 </ul>
 
 
 
 
 -------
 
 
 
 
 
 📍
 
 Work Schedule &amp; Location
 
 
 
 📌
 
 Location:
 
 
 
 Maadi, Cairo (
 
 On-site
 
 )
 
 
 🕒
 
 Schedule:
 
 
 <ul>
 <li>
 Sunday to Thursday:
 
 12:00 PM &ndash; 9:00 PM
 
 (includes
 
 1 hour &amp; 15 min break
 
 )
 </li>
 <li>
 Saturday:
 
 12:00 PM &ndash; 4:00 PM
 
 </li>
 <li>
 Friday:
 
 Day Off
 
 </li>
 </ul>
 
 
 
 
 -------
 
 
 
 
 
 📩
 
 Apply Now &amp; Join Our Growing Team!
 
 
 
 📧 Send your CV:
 
 rahafmo@51talk.com
 
 
 
 💬 WhatsApp:
 
 01228006460
 
 
</div>

Telemarketing Supervisor

<div>
 
 
 CM TLT (Customer Support/Customer Care Team Lead/Supervisor)
 
 
 
 
 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 Supervisor

RATP Dev Mobility Cairo

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

Customer Experience Development Manager

Gebhaly

<div>
 
 Must have Experience in Shipping mainly courier.
 
 
 
 
 
 Job Summary :
 
 
 Develop, guide, and scale the sales unit. This position is responsible for supervising a team of Sales Executives, monitoring sales pipelines, driving acquisition strategies, and ensuring the company meets or exceeds revenue and growth goals. The ideal candidate must be a confident leader with strong analytical skills, hands-on sales experience, and deep understanding of logistics or parcel delivery operations.
 
 
 
 
 
 Job Description :
 
 <ul>
 <li>
 Lead, supervise, and mentor a team of Sales Executives ensuring high performance and productivity.
 </li>
 <li>
 Conduct daily/weekly team briefings, performance reviews, and coaching sessions.
 </li>
 <li>
 Provide hands-on field support by accompanying team members on sales calls and client visits.
 </li>
 <li>
 Set clear goals, KPIs, and performance expectations for each team member.
 </li>
 <li>
 Develop training materials and onboarding procedures for new hires.
 </li>
 <li>
 Address performance issues through coaching and structured improvement plans.
 </li>
 <li>
 Foster a positive, competitive, and collaborative team culture.
 </li>
 <li>
 Develop and execute sales plans aligned with company targets and market opportunities.
 </li>
 <li>
 Identify and evaluate new business segments such as e-commerce platforms, SMEs, retail businesses, corporate clients, and bulk shippers.
 </li>
 <li>
 Assist in creating customized logistics solutions and pricing proposals for key clients.
 </li>
 <li>
 Work closely with the marketing team to implement promotions, campaigns, and lead-generation strategies.
 </li>
 <li>
 Analyze market trends and competitor activities to adjust sales tactics accordingly.
 </li>
 <li>
 Maintain a strong pipeline of potential clients through networking, partnerships, and cold outreach.
 </li>
 <li>
 Build and sustain long-term relationships with high-value and strategic customers.
 </li>
 <li>
 Serve as the escalation point for complex customer issues, complaints, or service failures.
 </li>
 <li>
 Conduct periodic client reviews to ensure service satisfaction, address concerns, and identify upselling opportunities.
 </li>
 <li>
 Coordinate with operations to ensure smooth onboarding and consistent service quality.
 </li>
 <li>
 Oversee contract negotiations, renewals, and proposal presentations for major accounts.
 </li>
 <li>
 Monitor daily, weekly, and monthly team performance using CRM tools, dashboards, and internal reporting systems.
 </li>
 <li>
 Track sales activities including lead generation, client meetings, proposals sent, deals closed, and service adoption rates.
 </li>
 <li>
 Prepare comprehensive reports for senior management detailing sales progress, KPI achievement, forecasts, challenges, and recommendations.
 </li>
 <li>
 Ensure that all sales activities, client information, and pipeline updates are accurately recorded in the CRM system.
 </li>
 <li>
 Conduct root cause analysis on lost deals and implement corrective strategies.
 </li>
 <li>
 Work closely with the Operations team to align customer requirements with delivery capabilities.
 </li>
 <li>
 Partner with Customer Service to ensure seamless onboarding and issue resolution.
 </li>
 <li>
 Coordinate with Finance for pricing approvals, credit terms, invoicing, and debt follow-up.
 </li>
 <li>
 Support Marketing by providing field insights for campaigns, market trends, and lead feedback.
 </li>
 <li>
 Collaborate with IT to improve CRM systems, tracking dashboards, and customer interface tools.
 </li>
 </ul>
 
 
 
 
 Qualifications :
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business, Marketing, Logistics, or a related field (preferred).
 </li>
 <li>
 3&ndash;5 years of sales experience, ideally in logistics, courier, or parcel services.
 </li>
 <li>
 Proven experience in team leadership or supervisory roles.
 </li>
 <li>
 Strong communication, coaching, and interpersonal skills.
 </li>
 <li>
 Ability to analyze performance data and develop actionable strategies.
 </li>
 <li>
 Goal-driven, proactive, and able to perform in a fast-paced environment.
 </li>
 <li>
 Proficiency in MS Office and CRM tools.
 </li>
 </ul>
</div>

Senior Sales - Courier background

Al-Mansour Automotive

<div>
 
 
 
 Job Role
 
 
 
 
 Receives and processes customer orders, inquiries, and/or complaints covering items or products ordered and supports customers through specialized technical or scientific knowledge/product applications. Maintains an ongoing relationship with selected customers and sales staff, particularly those focused on technical applications of the product or service. Uses technical knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer. May handle multiple product markets. Typically requires relevant experience, completion of technical product training, and demonstration of high-level product and process knowledge of a technical nature.
 
 
 
 
 
 
 
 Job Responsibilities
 
 
 
 <ul>
 <li>
 Record and process custom/special orders that may require additional resources for delivery and coordinating with those teams as required.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 Provide advanced product/service information and respond to complex customer questions about the product/service.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 Provide fault isolation and resolution to limit and address issues promptly.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.
 </li>
 </ul>
 
 
 
 
 
 
 <ul>
 <li>
 Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 Carry out relatively simple testing and quality assurance tasks.
 </li>
 </ul>
 
 
 
 
 
 
 <ul>
 <li>
 Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 Develop own capabilities by participating in assessment and development planning activities Including formal &amp; informal training &amp; coaching; gain/maintain relevant external professional accreditation to improve performance and fulfill personal potential.
 </li>
 </ul>
 
 
 
 
 
 
 <ul>
 <li>
 Respond to personal objectives and use performance management systems to improve personal performance.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 Maintain and lead periodic check-ins with non-key customers to ensure they're receiving the most value from the product/service.
 </li>
 </ul>
 
 
 
 
 
 
 Education
 
 
 
 <ul>
 <li>
 Bachelor Degree in Mechanical Engineering or Equivalent is prefrable
 </li>
 <li>
 Required Qualifications &amp; Skills
 </li>
 <li>
 Minimum Experience:
 </li>
 <li>
 Minimum Two Years Of Experience.
 </li>
 </ul>
 
 
 
 
 
 
 Job specific Skills:
 
 
 
 <ul>
 <li>
 Excellent technical skills.
 </li>
 <li>
 In depth knowledge of the products
 </li>
 <li>
 Excellent communication and negotiations skills.
 </li>
 <li>
 Leadership skills
 </li>
 <li>
 Decision making
 </li>
 <li>
 Problem solving
 </li>
 <li>
 Team building skills
 </li>
 </ul>
 
 
</div>

MG-Workshop Team Leader

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