Tourism Customer Service Manager (Saudi Market Expert)

About the role

We are looking for an experienced Tourism Customer Service Manager with deep knowledge of the Saudi market to lead our high‑volume support team in Cairo. The role involves ensuring exceptional service, handling escalations, and continuously improving processes for inbound and outbound travel inquiries.

Key responsibilities

• Lead, coach and mentor a team of representatives handling flights, hotels, packages and visa enquiries.
• Develop and enforce service policies and KPIs tailored to Saudi client expectations.
• Manage escalated complaints from Saudi customers with culturally appropriate communication.
• Monitor daily operations to meet service levels during an 8‑hour shift, six‑day work week.
• Collaborate with operations, sales and product teams to resolve booking issues.
• Prepare weekly performance reports and conduct training on Saudi tourism regulations and seasonal peaks.
• Ensure compliance with Saudi e‑visa systems and local tourism laws.

Required profile

• Minimum 6 years of tourism/hospitality customer service experience.
• At least 4 years in a managerial or team‑lead role.
• Minimum 2 years directly serving Saudi clients or the Saudi tourism sector.
• Bachelor’s degree in Tourism, Business Administration or related field (preferred).
• Fluent Arabic (including Saudi dialect) and English.

Required skills

• Proficiency with CRM systems.
• Knowledge of Sabre and/or Amadeus reservation platforms.
• Strong command of Microsoft Office applications.

What we offer

• Competitive salary based on experience.
• Social insurance in accordance with Egyptian law.
• Potential performance bonuses.
• Opportunities for career growth within a fast‑paced tourism operation.