Senior Customer Service Manager

About the role

Tech Mahindra Egypt is seeking a Senior Customer Service Manager to lead the delivery of high‑quality service solutions for its enterprise customers. The role acts as the primary point of contact, overseeing service performance, handling escalations and driving continuous improvement across the portfolio.

Key responsibilities

• Own the quality of solutions delivered to customers and act as the escalation point for critical issues.
• Maintain awareness of service profitability and proactively identify customer needs and growth opportunities.
• Collaborate with account teams to sell additional products and services.
• Create and manage Service Improvement Plans based on surveys, complaints and proactive actions.
• Handle customer complaints, ensure timely resolution and prepare periodic service reviews.
• Provide capacity analysis, forecasts and recommendations to customers.
• Conduct root‑cause analysis, generate customer‑facing reports and manage change requests.
• Ensure data integrity in all systems and keep technical documentation up‑to‑date.
• Support management in coaching and mentoring CSM colleagues and lead induction training for new hires.
• Participate in bids, presentations and revenue‑generation activities for new business.

Required profile

• Proven experience in senior customer service or service management roles within a technology environment.
• Strong understanding of service profitability, escalation handling and continuous improvement processes.
• Excellent communication skills with the ability to influence customers and internal stakeholders.
• Demonstrated ability to coach, mentor and develop junior team members.
• Experience in preparing service reviews, capacity forecasts and managing change initiatives.

Required skills

What we offer

• Opportunity to work in a fast‑growing global delivery hub with exposure to international clients.
• Dynamic, multicultural environment with professional development and career growth prospects.