Head of Customer Service

About the role

The Head of Customer Service will report to the Chief Quality and Service Officer and lead the development and execution of customer‑focused commercial strategies for the high‑speed railway project in Egypt. Based in Cairo, this senior role is responsible for shaping fare structures, pricing policies and service quality for both passenger and freight segments.

Key responsibilities

• Design, update and implement revenue strategies for high‑speed, regional and freight rail services, including passenger fare policies and rail freight rates.
• Collaborate with the client (NAT) to obtain approval for revenue and pricing strategies.
• Support the Sales and Revenue Manager in creating fare collection plans and demand forecasts.
• Lead customer‑service initiatives, attract new passenger and freight customers, and develop ancillary revenue solutions such as online ticketing and variable fare types.
• Develop and manage external communication of ticket prices and service updates.
• Establish and operate a customer‑service helpline/helpdesk, handling inquiries and complaints for both passenger and freight clients.
• Design and execute Customer Satisfaction and Mystery Shopper surveys in line with contractual requirements.

Required profile

• University degree in engineering, business or a related field (minimum Bachelor’s); a Master’s degree is an advantage.
• Proven experience in revenue strategy, pricing, and customer‑service management within transport or similar sectors.
• Strong analytical abilities to develop demand forecasts and assess revenue performance.
• Excellent communication skills to engage with internal stakeholders and external clients.

Required skills