Customer Service Manager

About the role

Tech Mahindra Egypt is seeking a Customer Service Manager to act as the primary operational contact for an assigned portfolio of customers. The role focuses on ensuring high‑quality service delivery, managing escalations, and driving continuous improvement while supporting the growth of customer relationships.

Key responsibilities

• Serve as the main point of contact for all service‑related topics and handle escalations.
• Build and maintain trusted relationships with customer stakeholders across IT, operations, procurement, and management.
• Manage non‑commercial queries, complex service issues, and customer complaints, including invoicing matters.
• Monitor service performance, SLAs, and KPIs; initiate corrective actions when needed.
• Prepare and conduct regular service reviews (monthly/quarterly) covering performance, incidents, improvements, and upcoming changes.
• Create, track, and close Service Improvement Plans triggered by surveys, complaints, or proactive risk identification.
• Provide capacity analysis, forecasts, and recommendations to prevent service disruptions.
• Communicate anticipated service interruptions, maintenance, or changes to customers in advance.

Required profile

• Strong customer‑facing experience with a focus on service quality and satisfaction.
• Proven ability to manage escalations and resolve complex service issues.
• Excellent communication skills for interacting with both customers and internal teams.
• Analytical mindset to monitor performance metrics and drive improvements.

Required skills

What we offer

• Dynamic, multicultural work environment within a global technology services leader.
• Opportunities for professional growth and exposure to international clients.
• Competitive compensation and benefits package.