Customer Service Manager

BM

Employer Active

Posted on 18 Sep

Experience

2 - 5 Years

Job Location

Cairo - Egypt

Education

Any Graduation()

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Job Purpose

The Customer Service Manager will lead and manage the customer service team to ensure high levels of customer satisfaction, smooth handling of inquiries and complaints, and effective coordination with sales, logistics, and accounting teams. The role focuses on building strong customer relationships, ensuring service quality, and contributing to the company s reputation and growth.

Key Responsibilities

Develop and implement customer service policies, standards, and procedures.

Lead, train, and motivate the customer service team to achieve KPIs.

Handle escalated customer complaints and resolve issues effectively and promptly.

Oversee order processing, delivery coordination, and after-sales support.

Collaborate with sales, warehouse, and logistics teams to ensure smooth operations.

Monitor customer service metrics and prepare regular performance reports.

Implement customer feedback systems to improve service quality.

Ensure compliance with company policies and standards in all customer interactions.

Identify process gaps and recommend improvements for efficiency.

Desired Candidate Profile

Qualifications & Requirements

Bachelor s degree in Business Administration, Commerce, or related field.

Minimum 5 years of experience in customer service, with at least 2 years in a supervisory or managerial role.

Experience in trading, e-commerce, or distribution industry preferred.

Strong knowledge of CRM systems and ERP (Odoo is a plus).

Excellent communication, problem-solving, and leadership skills.

Ability to handle pressure and resolve conflicts professionally.

Strong analytical and reporting skills.

Fluent in Arabic and English (spoken and written).

Company Industry

  • Engineering Design & Consulting

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Customer Service Manager

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BM

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