Customer Care Manager

About the role

The Customer Care Manager leads the Customer Care Team, ensuring high‑quality service, client satisfaction, and loyalty across City Edge’s operations. Working from both the New Cairo Sales Center and the Head Office in El Sheikh Zayed, the manager drives efficiency, profitability, and alignment with the company’s customer‑centric strategy.

Key responsibilities

• Oversee department performance, capacity planning, system audits and analysis.
• Develop and manage the business customer portfolio and loyalty reward programs.
• Train representatives on new software, products, services, and promotional campaigns.
• Monitor and improve customer service experience, CSAT, and SLA compliance.
• Handle escalated customer complaints and ensure resolution.
• Define service procedures, policies, and standards.
• Support promotional events, marketing metrics tracking, and VOC program implementation.
• Collaborate with senior management to translate the customer‑centric strategy into operational plans.

Required profile

• Proven experience leading a customer service or call‑center team.
• Strong analytical mindset with capacity‑planning and audit experience.
• Excellent communication and coaching abilities.
• Ability to work across two office locations and manage cross‑functional projects.

Required skills

What we offer

• Dynamic work environment within a growing real‑estate development company.
• Opportunities to shape and implement customer‑centric strategies.
• Competitive compensation package.