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customer support manager

Majid Al Futtaim

<div>
 
 JOB TITLE
 
 
 
 Associate Manager - Marketplace Operations | MAF Retail | Retail Corporate Egypt
 
 
 
 Role Summary
 
 
 
 The Associate &ndash; Marketplace Operations is responsible for providing comprehensive assistance and support to sellers operating on the marketplace platform. The primary objective is to ensure a seamless and efficient selling experience for sellers by addressing their inquiries, resolving issues, and providing guidance on platform policies and procedures. The role holder is also responsible for optimizing the entirety of the order fulfillment process to ensure efficient and accurate processing of customer orders. This involves managing inventory, coordinating with suppliers and last-mile partners, and resolving any fulfillment-related issues. Conversely, Customer Experience oversight is dedicated to enhancing overall customer interaction and satisfaction. He/she will also be responsible for playing an important part in maintaining seller satisfaction, customer satisfaction, retention, and overall marketplace success.
 
 
 
 ROLE PROFILE
 
 
 
 <ul>
 <li>
 Provide timely assistance to sellers across all channels regarding account management, product listings, orders, and payments.
 </li>
 <li>
 Investigate and effectively resolve seller concerns and disputes while educating them on platform policies and best practices for compliance and optimal selling.
 </li>
 <li>
 Partner closely with internal teams like Account Managers, Operations, and Customer Service to align on seller experience and contribute to marketplace growth initiatives.
 </li>
 <li>
 Identify and implement improvements to existing processes, defining and updating Standard Operating Procedures (SOPs) to enhance efficiency and reduce overhead.
 </li>
 <li>
 Lead and execute small-scale improvement projects or components of larger initiatives to enhance operational performance and quality.
 </li>
 <li>
 Own specific goals and targets, track progress on key metrics, and conduct regular audits to ensure quality and compliance within the functional area.
 </li>
 <li>
 Drive ongoing process enhancements, contribute to error correction, and collaborate with other teams to ensure continuous improvement in program efficiency and effectiveness.
 </li>
 <li>
 Provide training and feedback to direct reportees when required.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Engendering, marketing, Information technology, Computer science, Business administration)
 </li>
 <li>
 3 years + working experience, in Seller support, Customer support, Operations or seller experience.
 </li>
 <li>
 Preferably 2+ years in the retail/e-Commerce business or closely related industry .
 </li>
 <li>
 MS Excel, MS Office Suite
 
 
 </li>
 </ul>
 
 What We Offer
 
 
 
 <ul>
 <li>
 At Majid Al Futtaim, we&rsquo;re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We&rsquo;re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
 </li>
 <li>
 Work in a friendly environment, where everyone shares positive vibes and excited about our future.
 </li>
 <li>
 Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.
 </li>
 </ul>
</div>

Associate Manager - Marketplace Operations

SITA

<div>
 
 Overview
 
 
 
 
 WELCOME TO
 
 
 SITA
 
 
 
 We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world&rsquo;s air travel industry.
 
 
 You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?
 
 
 Are you ready to love your job? The adventure begins right here, with you, at SITA.
 
 
 
 About The Role &amp; Team
 
 
 
 At SITA we believe in putting the customer at the center of everything we do. The primary objective of this role is to make SITA customers successful and seen as a business partner. Partnering with customers (up to VP level) on SITA Service Management solutions that will help our customers achieve their business goals objectives and outcomes. As a Customer Operation Manager you would be responsible for executing against our promises ensuring that our customers are receiving the most value from their investment. Provide pro-active input leveraging the capabilities of SITA product &amp; services to ensure we can retain and expand the account revenue.
 
 
 Continuous Improvement of the internal processes, tools, and metrics that support the customer facing account team, to improve the overall customer lifecycle experience and processes are part of this role.
 
 
 
 What You&rsquo;ll Do
 
 
 
 <ul>
 <li>
 Working hand in hand with the customer facing account team to oversee the delivery and technical performance of services.
 </li>
 <li>
 Collaborate with the customer facing account team to identify at-risk customers and develop effective retention strategies
 </li>
 <li>
 Perform regular customer service reviews and support the customer account team in the executive reviews and plans.
 </li>
 <li>
 Develop customer intimacy, build knowledge of the customer and ensure this knowledge is shared and kept updated for all back-office functions.
 </li>
 <li>
 Maintain a deep understanding of the company&rsquo;s products and services to provide accurate support.
 </li>
 <li>
 Stay updated on product updates, features, and common issues to assist customers effectively, and ensure customer is kept at latest level of release
 </li>
 <li>
 Identify and manage customer change request.
 </li>
 <li>
 Identify and escalate technical issues requiring higher-level support or specialized teams
 </li>
 <li>
 Follow up with customers to ensure their issues are resolved and satisfaction is achieved
 </li>
 <li>
 Collaborate with other departments to resolve customer issues and share feedback with the customer facing team
 </li>
 <li>
 Strive to deliver exceptional customer service, ensuring a positive experience for every interaction
 </li>
 <li>
 Supervise and manage the change management and problem management processes
 </li>
 <li>
 Analyze customer data and feedback to identify trends, usage patterns, and potential issues while tracking engagement and satisfaction metrics
 </li>
 <li>
 Assist in creating and executing customer success plans, documentation, and customer-facing communications to improve satisfaction and retention
 </li>
 <li>
 Prepare reports on customer metrics and success initiatives while contributing to knowledge management resources like FAQs and training materials
 </li>
 <li>
 Support the implementation of tools and process improvements to enhance customer experience and operational efficiency.
 
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 
 ABOUT YOU
 
 
 
 <ul>
 <li>
 A bachelor's degree in a relevant field such as Business Administration, Customer Service, Information Technology, or another related discipline.
 </li>
 <li>
 Overall 8+ years of experience with 5-7 years of experience in a customer support or technical support role, preferably in a fast-paced environment or in the technology/services sector
 </li>
 <li>
 5 years of experience in customer success, process improvement, or data analysis roles
 </li>
 <li>
 Experience with data analysis tools and methodologies for tracking customer satisfaction metrics.
 </li>
 <li>
 Proven experience in creating and driving customer improvement plan.
 </li>
 <li>
 7+ years of experience in leadership or management roles in the relevant sector, preferably in customer service, operations, or a related field.
 </li>
 <li>
 Demonstrated experience in team management, conflict resolution, and resource planning.
 </li>
 <li>
 Extensive experience in leading discussions with customers at senior to mid management level
 </li>
 <li>
 Proven ability to lead and develop a team to achieve business objectives.
 </li>
 <li>
 Experience in a complex multi-cultural matrix management organization
 </li>
 <li>
 Experience with SDWAN technology, MPLS L3 VPN, IPSEC, routing/switching technologies.
 
 
 
 </li>
 </ul>
 
 KNOWLEDGE
 
 
 
 <ul>
 <li>
 Deep understanding of operational strategies in customer success: Well-versed in best practices and processes that improve customer experience and team efficiency.
 </li>
 <li>
 Ability to align operational activities with business goals: Strong focus on translating customer needs into actionable plans, ensuring service delivery aligns with business outcomes.
 </li>
 <li>
 Familiarity with operational and customer success KPIs such as SLA adherence, case resolution time, key metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Customer Health Scores.
 </li>
 <li>
 Technically competent with products and systems: Able to troubleshoot basic issues and work closely with technical teams to address more complex challenges.
 
 
 
 </li>
 </ul>
 
 Skills
 
 
 
 <ul>
 <li>
 Strong communication and stakeholder management: Confident in presenting to leadership, coordinating with cross-functional teams, and maintaining transparency across business units.
 </li>
 <li>
 Excellent problem-solving and critical thinking: Capable of analyzing operational challenges and implementing practical, scalable solutions.
 </li>
 <li>
 People leadership and team engagement: Builds trust with teams and customers alike through empathy, collaboration, and a customer-first mindset.
 </li>
 <li>
 Exceptional time management and organizational ability: Excels in balancing multiple responsibilities, meeting deadlines, and maintaining high service standards.
 
 
 
 </li>
 </ul>
 
 NICE-TO-HAVE
 
 
 
 <ul>
 <li>
 ITIL V4 foundation certification for process and service management roles, or certifications in Customer Relationship Management (CRM) tools.
 </li>
 <li>
 CCNP ENCOR (350-401)
 </li>
 <li>
 CCNP SDWAN Implementation (300-415).
 
 
 
 </li>
 </ul>
 
 What We Offer
 
 
 
 We&rsquo;re all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We&rsquo;re really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.
 
 
 🏡
 
 Flex Week:
 
 Work from home up to 2 days/week (depending on your team&rsquo;s needs)
 
 
 ⏰
 
 Flex Day:
 
 Make your workday suit your life and plans.
 
 
 🌎
 
 Flex Location:
 
 Take up to 30 days a year to work from any location in the world.
 
 
 🌿
 
 Employee Wellbeing:
 
 We&rsquo;ve got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.
 
 
 🚀
 
 Professional Development
 
 : Level up your skills with our training platforms, including LinkedIn Learning!
 
 
 
 🙌🏽 Competitive Benefits
 
 : Competitive benefits that make sense with both your local market and employment status.
 
 
 
 SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.
 
</div>

Manager Customer Operations

Waffarha

<div>
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Oversee customer service operations across Egypt and KSA, ensuring high-quality support and compliance with company policies.
 </li>
 <li>
 Manage a multi-channel team handling chat, inbound calls, and merchant support for both countries.
 </li>
 <li>
 Supervise and resolve CPA complaints promptly, maintaining service standards and customer trust.
 </li>
 <li>
 Support and enhance customer experience across various services including bill payments, offers, and gaming.
 </li>
 <li>
 Lead payment troubleshooting in collaboration with vendors to ensure smooth transaction processes.
 </li>
 <li>
 Drive team development, providing coaching, mentoring, and proactive solutions to operational challenges.
 </li>
 <li>
 Utilize AI tools and technologies to improve efficiency and enhance call center performance.
 </li>
 <li>
 Monitor performance management metrics (AHT, SLA, CSAT, FCR, etc.), analyze trends, and take corrective action.
 </li>
 <li>
 Conduct regular quality assurance checks, ensuring agents meet service and communication standards.
 </li>
 <li>
 Act as the main contact for escalation handling, ensuring timely resolution of customer and merchant concerns.
 </li>
 <li>
 Prepare reporting and insights for management, highlighting performance, risks, and opportunities for improvement.
 </li>
 <li>
 Collaborate with cross-functional teams (Product, Marketing, IT, Vendor Relations) to resolve service-impacting issues.
 </li>
 <li>
 Ensure full compliance with company policies, regulatory requirements, and data protection standards.
 </li>
 <li>
 Identify and implement process improvements to drive operational efficiency and customer satisfaction.
 </li>
 <li>
 Foster a culture of accountability, customer-centricity, and continuous improvement.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree or higher.
 </li>
 <li>
 Minimum 5 years of experience in customer service, with at least 3 years in a supervisory role.
 </li>
 <li>
 Strong command of English, both written and spoken.
 </li>
 <li>
 Proven leadership, team development, and communication skills.
 </li>
 <li>
 Ability to make data-driven decisions and manage change effectively.
 </li>
 <li>
 Experience in managing multi-country operations (Egypt &amp; KSA) is preferred.
 </li>
 <li>
 Knowledge of AI applications in call centers is an added advantage.
 </li>
 <li>
 Passion for education, customer satisfaction, and operational excellence.
 </li>
 </ul>
</div>

Customer Care Supervisor

dubizzle Egypt

<div>
 dubizzle Egypt is the leading marketplace for selling and buying online in the region. Our aim is to upgrade people's lives by facilitating deals and identifying attractive opportunities for both individuals and businesses. Our goal is to strengthen local economies, empower small businesses, and help everyone in making smarter choices for themselves, the market, and the planet.
 
 
 As part of dubizzle Group, we are alongside some of the strongest classifieds brands in the market. With a collective strength of 8 brands, we have more than 160 million monthly users that trust in our dedication to providing them with the best platform for their needs.
 
 
 As a Customer Support Executive, you will be responsible for helping the users with their concerns, inquiries and suggestions. You will also be responsible for delivering the company's point of view to the clients and delivering the voice of the customers to the company management.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Communicate with clients through various channels (Live chat, Email, Ticket form, Facebook Messages, Twitter &amp; Instagram) and provide product and service information by resolving product and service problems;
 </li>
 <li>
 Generate sales leads that develop into new customers;
 </li>
 <li>
 Improve customer service experience and help create engaged customers;
 </li>
 <li>
 Take ownership of customers' issues and follow problems through to resolution;
 </li>
 <li>
 Keep accurate records and document customer service actions and discussions;
 </li>
 <li>
 Analyse statistics and compile accurate reports;
 </li>
 <li>
 Maintain an orderly workflow according to priorities;
 </li>
 <li>
 Take ownership of client issues, coordinate with concerned departments and follow problems through to resolution
 
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 
 Qualifications
 
 
 
 <ul>
 <li>
 Bachelor's degree in business management, marketing, sales, or any other relevant subject
 </li>
 <li>
 Experience
 </li>
 <li>
 At least 2-3 years of experience in a Customer Support or Live chat support role;
 </li>
 <li>
 Experience using help desk software and remote support tools (Zendesk, Freshdesk, etc)
 
 
 
 </li>
 </ul>
 
 Knowledge
 
 
 
 <ul>
 <li>
 Knowledge of company products, workflow &amp; services
 </li>
 <li>
 Language expertise (read, write, understand) Arabic
 </li>
 <li>
 Very good command of the English language
 
 
 
 </li>
 </ul>
 
 Skills
 
 
 
 <ul>
 <li>
 Proficiency with computers and strong typing skills
 </li>
 <li>
 Strong problem-solving and troubleshooting skills
 </li>
 <li>
 Excellent communication skills;
 </li>
 <li>
 Good multitasking skills;
 </li>
 <li>
 Strong organisational skills
 
 
 
 </li>
 </ul>
 
 Traits
 
 
 
 <ul>
 <li>
 Passion for ensuring a world-class user support experience
 </li>
 <li>
 Quick learner and adaptable to learning new processes, concepts, and skills
 </li>
 <li>
 Skilled problem-solver and multi-tasker
 
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 <ul>
 <li>
 A fast paced, high performing team
 </li>
 <li>
 Comprehensive Health Insurance
 </li>
 <li>
 Life Insurance
 </li>
 <li>
 Rewards &amp; Recognitions
 </li>
 <li>
 Learning &amp; Development opportunities
 
 
 
 </li>
 </ul>
 #Egyptdubizzle
</div>

Customer Support Executive

51Talk Headquarters

<div>
 
 
 About Us
 
 
 
 
 51Talk
 
 is a leading online English education platform dedicated to connecting teachers with students across the world through engaging, one-on-one classes. Join us and be part of a dynamic team that&rsquo;s passionate about making quality education accessible, while enjoying flexible work, growth opportunities, and the chance to make a real impact in students&rsquo; lives.
 
 
 
 
 
 🌟
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Lead and manage the customer service team to deliver exceptional support to students and stakeholders.
 </li>
 <li>
 Set performance standards, monitor KPIs, and implement coaching strategies to build a high-performing team.
 </li>
 <li>
 Ensure all service processes and SOPs are followed, consistently meeting or exceeding quality benchmarks.
 </li>
 <li>
 Analyze data on student engagement, satisfaction, and teaching quality to drive service improvements and better learning outcomes.
 </li>
 <li>
 Take ownership of escalated cases, ensuring timely and effective resolution with a customer-centric approach.
 </li>
 <li>
 Collaborate with internal teams (e.g., Academic, Sales, Product) to align service delivery with broader business goals.
 </li>
 <li>
 Prepare detailed reports on service performance and provide strategic recommendations to senior leadership.
 </li>
 </ul>
 
 
 
 
 ✅
 
 What We&rsquo;re Looking For:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree or above.
 </li>
 <li>
 Minimum 5 years of experience in customer service or education-related roles, with at least 2 year in a managerial or supervisory position.
 </li>
 <li>
 Strong command of English, both spoken and written.
 </li>
 <li>
 Proven leadership, team development, and communication skills.
 </li>
 <li>
 Ability to make data-driven decisions and manage change effectively.
 </li>
 <li>
 A passion for education, customer satisfaction, and operational excellence.
 </li>
 </ul>
 
 
 
 
 
 What We Offer
 
 
 <ul>
 <li>
 
 Competitive base salary
 
 with
 
 attractive incentives and commissions
 
 .
 </li>
 <li>
 Comprehensive training and continuous support to ensure your success.
 </li>
 <li>
 Opportunities for career growth and professional development.
 </li>
 <li>
 A fun, engaging work environment with regular company social events.
 </li>
 <li>
 The opportunity to make a real impact in the lives of students and their families.
 </li>
 </ul>
 
 
</div>

Customer Service Manager

Mashreq

<div>
 
 Job Purpose
 
 
 
 
 <ol>
 <li>
 Facilitate with the day to day quality checks &amp; governance activities for Corporate CSU / CX
 </li>
 <li>
 Ensuring proper check &amp; balances in place for all CSU related Risk &amp; operational activities from a control &amp; risk perspective such as RCSA , Quality BCP , Access Management reviews.
 </li>
 <li>
 Acting as a Governance specialists for timely execution of tasks &amp; checks and development of processes and systems that would mitigate / eliminate risks and ensure smooth execution of CCSU team &amp; or Wholesale CX as per defined roles &amp; KPIs
 </li>
 <li>
 Facilitate the CX Governance head with formulating and executing governance tasks
 </li>
 </ol>
 
 
 
 
 Key result Areas
 
 
 
 
 
 
 <ul>
 <li>
 To ensure quality checks as per units defined process&rsquo; and KPIs
 </li>
 <li>
 To manage call center , CRM &amp; other related applications and ensure all are according to the policy parameters.
 </li>
 <li>
 To ensure all activities are managed timely &amp; effectively by governance team as per audit requirement &amp; in line with Unit&rsquo;s SOPs
 </li>
 <li>
 Review of logical security and system access controls and authorities.
 </li>
 <li>
 Review of RCSA Risk parameters
 </li>
 <li>
 Timely execution of RCSA testing as per defined frequency
 </li>
 <li>
 Finalization &amp; constant monitoring of BIA &amp; BCP
 </li>
 <li>
 Oversee the onboarding &amp; training of new joiners within CSU
 </li>
 <li>
 Formulise training plans
 </li>
 <li>
 Managing platforms &amp; execution of multiple VOCs across wholesale CX
 </li>
 </ul>
 
 
 
 
 
 
 Knowledge, Skills and Experience
 
 
 
 
 <ol>
 <li>
 University graduate (Preferably with some quality assurance / Internal control / Audit background in a service environment)
 </li>
 <li>
 Bilingual (English &amp; Arabic)
 </li>
 <li>
 Min 5 years experience in financial institution with Customer Service / Call Center experience.
 </li>
 <li>
 Knowledge of the efficient working of Corporate Products , process &amp; Bank systems
 </li>
 <li>
 Familiarity with VOC platforms
 </li>
 <li>
 Hands on experience with NPS , NES
 </li>
 <li>
 Excellent communication skills.
 </li>
 <li>
 Knowledge of Corporate products, process, audit control and system information is essential
 </li>
 </ol>
 
 
 
 
 Same Posting Description for Internal and External Candidates
 
</div>

Americana Restaurants

<div>
 
 
 Who we are?
 
 
 
 Americana Restaurants is a leading restaurant operator and food &amp; beverage platform in the MENA region. With a legacy that dates back to 1964, we&rsquo;ve grown to represent and manage some of the world&rsquo;s most beloved restaurant brands&mdash;including KFC, Pizza Hut, Hardee&rsquo;s, Krispy Kreme, and many more&mdash;across over 12 countries. Our commitment to operational excellence, innovation, and customer satisfaction continues to drive our growth and success in the region.
 
 
 As we expand, we're looking for passionate professionals who thrive in fast-paced, dynamic environments. If you're driven by purpose and motivated to make an impact, we'd love to have you on our team.
 
 
 
 Assistant Sales &amp; Catering Manager
 
 
 
 We&rsquo;re looking for a proactive and customer-focused Assistant Sales &amp; Catering Manager to support the execution of sales and catering strategies across our restaurant network. You&rsquo;ll help drive business growth by managing client relationships, coordinating catering operations, and supporting the delivery of sales targets.
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Support the development and execution of sales and catering plans
 </li>
 <li>
 Assist in managing key client relationships and daily sales activities
 </li>
 <li>
 Coordinate catering orders, logistics, and ensure timely service delivery
 </li>
 <li>
 Help track sales performance, generate reports, and analyze trends
 </li>
 <li>
 Contribute to customer engagement, satisfaction, and retention
 </li>
 <li>
 Ensure execution of promotional campaigns and events
 </li>
 </ul>
 
 
 What We&rsquo;re Looking For:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business, Sales, Marketing, or related field
 </li>
 <li>
 5&ndash;7 years of experience in sales, catering, or hospitality
 </li>
 <li>
 Strong coordination and client service skills
 </li>
 <li>
 Attention to detail, with ability to manage multiple priorities
 </li>
 <li>
 Excellent communication and organizational skills
 </li>
 </ul>
 
 
</div>

Assistant Sales & Catering Manager

Explore 740+ Customer support manager in Cairo this September. Find roles across top companies and apply now to boost your career.

740 customer support manager jobs IN Cairo

Associate Manager - Marketplace Operations

Manager Customer Operations

Customer Care Supervisor

Customer Support Executive

Customer Service Manager

Customer Service Manager

Assistant Sales & Catering Manager