Tourism Customer Service Manager – Saudi Market Expert

About the role

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

Key responsibilities

• Lead, coach and mentor a team of representatives handling inbound and outbound tourism inquiries (flights, hotels, packages, visas).
• Develop and enforce customer service policies and KPIs tailored to Saudi market expectations.
• Manage escalated complaints from Saudi clients 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, booking platforms and local tourism laws.
• Schedule and manage team attendance to guarantee full coverage.

Required profile

• Minimum 6 years total experience in tourism/hospitality customer service.
• 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.
• Ability to work flexible weekend shifts (Friday or Saturday off possible).

Required skills

• Proficiency with CRM systems.
• Experience using Sabre 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.