Customer Service Manager

EL KHETA

Employer Active

Posted on 22 Sep

Experience

7 - 10 Years

Job Location

Alexandria - Egypt

Education

Any Graduation()

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

  • Recruited and developed customer service teams, setting clear goals and providing continuous coaching to build skills, confidence, and accountability.
  • Designed and implemented service policies and procedures to ensure consistent, high-quality support and seamless customer experiences.
  • Applied advanced tools, including AI-powered solutions such as chatbots, CRM automation, and predictive analytics, to streamline operations, cut response times, and improve customer engagement.
  • Monitored KPIs and customer satisfaction metrics (CSAT, NPS, CES), turning insights into actionable improvement plans that raised performance and service quality.
  • Acted as a strategic link between clients and the sales department, ensuring customer needs and feedback were integrated into sales strategies, uncovering upselling opportunities, and strengthening client relationships.
  • Prepared and presented regular reports to senior management, highlighting progress, challenges, and strategic opportunities for further development.
  • Fostered a healthy, collaborative work environment rooted in the company s core values, building trust, engagement, and long-term commitment across the team.
  • Led initiatives to strengthen customer loyalty by redesigning service journeys, incorporating customer feedback, and applying design-thinking methods to reduce friction points.
  • Positioned Customer Service as a strategic business partner, directly contributing to retention, growth, and brand reputation.

Desired Candidate Profile

  1. +7 years of Customer Services field experience, with at least 3 years at a leadership role.
  2. Bachelor s degree in Business Administration, Communications, or a related field.
  3. Excellent problem-solving and conflict-resolution skills with the ability to handle escalations effectively.
  4. Proficiency with customer service technologies, including CRM systems and AI-powered tools (chatbots, automation, analytics).
  5. Strong analytical skills with experience tracking and reporting service performance metrics.
  6. Exceptional communication and interpersonal skills; able to collaborate across departments and act as a bridge between clients and sales.
  7. Demonstrated ability to create and maintain a positive, values-driven work culture.
  8. Strong organizational and time-management skills with the ability to oversee daily operations while driving long-term improvements.

Company Industry

  • Education
  • Training
  • Teaching
  • Academics

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Customer Service Manager

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EL KHETA

https://wuzzuf.net/jobs/p/wx1sz6pzekiz-customer-service-manager-el-kheta-alexandria-egypt