Customer Service Manager

About the role

The Customer Service Manager will lead a team of class mentors, ensuring exceptional service delivery and consistent performance across all customer touchpoints. This role combines people leadership with process optimisation to drive a high‑quality customer experience.

Key responsibilities

• Lead, mentor and manage a team of class mentors to meet performance targets.
• Develop and optimise communication scripts, service workflows and resolution guidelines.
• Monitor daily and monthly metrics, providing coaching and feedback.
• Ensure all interactions meet quality, brand and service‑excellence standards.
• Handle complex customer inquiries with professionalism and empathy.
• Collaborate with sales, marketing and operations to ensure seamless customer journeys.
• Conduct regular training sessions on product knowledge and communication techniques.
• Identify feedback trends and recommend process improvements.
• Prepare and present performance reports and insights to senior management.

Required profile

• Minimum 5 years of experience in customer care or a related field.
• At least 3 years in a supervisory or managerial role.
• Strong leadership, coaching and team‑management abilities.
• Customer‑centric mindset with proven service‑excellence results.
• Excellent communication and problem‑solving skills.
• Professional proficiency in English, both written and spoken.

Required skills

• Experience with CRM systems.
• Familiarity with ticketing platforms.
• Knowledge of performance reporting tools.
• Ability to analyse data and translate insights into actions.

What we offer

• On‑site work in Maadi, Cairo with a structured schedule.
• Opportunities for professional growth within a dynamic team.