19 Customer Service Manager jobs in Egypt

**Functional Responsibilities**:

- **Team Management**:

- Lead and support the customer service team.
- Mentor, coach and develop Customer Service Officers.
- Train the customer service team on basic draught and fridge breakdown troubleshooting.
- Set performance KPls and measure individual performance accordingly.
- Develop service procedures, policies and standards.
- **Service Excellence System Management and Reporting**:

- Ensure up to date and accurate information on customer profile.
- Ensure complete, correct and accurate records and document customer service actions and discussions.
- Report periodically on complaints highlights, stress on underlying reasons to help the company track and resolve any issues that might re-occur in the future.
- **Manage all internal and external (customers and consumers) interactions to drive customer satisfaction and be perceived as the customers’ preferred supplier**:

- Manage _Customer Orders_ by efficiently_ _monitoring the order taking process and following-up on progress to attain utmost customer satisfaction experience.
- Track and follow-up on the progress of the communication between the customer service team and the transportation planning team to ensure efficient service completion.
- Manage _Inquiries _with all parties involved and ensure follow-up_._
- Ensuring timely completion of _Service requests_ (sales requests, asset request, visibility requests etc.) by actively following up.
- Managing _Service complaints_ (technician complaints and sales complaints) by ensuring course of action & follow-up.
- Resolving _product complaints_ together with TC and Quality to reach root causes and preventive actionssolutions.
- Resolving_ Corrective Complaints _(fridge, draught machine and visibility) together with Commercial Equipment team ensuring quick response to breakdowns and keeping downtime to the minimum.
- Manage & Follow-up on_ driving complaints _to resolve issues that arise_._
- Manage the Installation and de-installation requests (fridge, draught machine and visibility).
- Ensure active follow-up on_ Escalations and service delays_.
- Conduct customerconsumer surveys in order to continuously measure customer satisfaction.
- **Defective Products Scrapping and Product Recalls**:

- Training and education of the company and wholesalers warehousing and distribution teams on best practices of storage, handling and the early detection of defective products before being injected in the market.
- Monitor and follow up on defective products and near expire stock levels.
- Manage the scraping and the customer compensation process in all company and wholesaler warehouses.
- Manage defective products recalls and report on recall %

**Job Requirements**:

- 5+ years of experience in managing Call CenterCustomer Service function in FMCG Organization.
- Excellent spoken and written English
- Profound knowledge of CRM systems, preferably Salesforce.

**Our Purpose**
_Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential._
**Title and Summary**
Associate Managing Consultant - Advisors & Client Services - Cybersecurity
Who is Mastercard?
Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.
Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.
Overview
The Advisors & Client Services team is looking for a Associate Managing Consultant, Cyber Security to drive our cyber security consulting services forward by consistently innovating and problem-solving. The ideal candidate is passionate about solving cyber security challenges, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.
Roles and Responsibilities
Client Impact
-  Manage deliverable development and workstreams on projects across a range of industries and problem statements
-  Implement and deliver Mastercard's cybersecurity ecosystem products to clients and take part in developing cybersecurity reports that are customized for individual clients and regions.
-  Contribute to and/or develop strategies and programs for large, regional, and global clients by leveraging data and technology solutions to unlock client value
-  Manage working relationship with client managers, and act as trusted and reliable partner
Team Collaboration & Culture
-  Develop sound business recommendations and deliver effective client presentations
-  Plan, organize, and structure own work and that of junior project delivery consultants to identify effective analysis structures to address client problems, synthesize analyses into relevant findings, and create impactful storylines
-  Lead team and external meetings, and lead or co-lead project management
-  Contribute to the firm's intellectual capital and solution development
-  Grow from coaching to enable ownership of day-to-day project management across client projects, and mentor junior consultants
All about you:
- Undergraduate or master's degree in technology and/or cybersecurity related fields and work experience after
completing your undergraduate degree
- Experience in a consulting organization (consultant or higher level) with team management responsibility on technology and cybersecurity implementation projects
- Knowledge of Information Security Standards and best practices such as PCI-DSS, HIPAA, ISO27001, NIST, CIS, CSA and hands-on experience in performing and managing cyber security risk & controls assessments or audits in accordance with those standards, including definition of detailed and prioritized remediation plans
- Experience in building, assessing and executing enterprise frameworks, programs and solutions that balance protection and business needs
- Demonstrated working and testing knowledge of security technologies and processes such as awareness and training, cloud security, data protection and privacy, disaster recovery, end point protection, hardening, network security and design, identity and access management, incident management, patch management, physical security, policies and procedures development, secure software development lifecycle, security testing, SIEM, third party risk management, threat and vulnerability management
- Desirable certifications: CISM, CISA, CRISC, CISSP, CCSP, ISO27001 Lead Auditor, CEH
- Experience directly managing multiple people across multiple complex projects.
**Corporate Security Responsibility**
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
+ Abide by Mastercard's security policies and practices;
+ Ensure the confidentiality and integrity of the information being accessed;
+ Report any suspected information security violation or breach, and
+ Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

Now Hiring - Customer service + Soical media manager (online)
- Experience 2 year at least
- Fluent in Turkish very important - English - Arabic
- It’s better if have experience in excel and knows how to scale business
- Salary: 5,000 - 10,000 Turkish lira.

Pay: E£5,000.00 - E£10,000.00 per month

**Language**:

- Turkish (preferred)
- Arabic (preferred)
- English (preferred)

Job description
We are looking for a motivated and experienced customer support manager to lead our customer support department. The customer support manager will be responsible for driving superior customer support to business clients through policies, procedures, and setting of goals.

Customer Support Manager Responsibilities:
Managing the customer support department’s day-to-day functions.
Responding to escalated customer support issues.
Implementing customer support processes to enhance customer satisfaction.
Formulating and revising customer support policies and promote their implementation.

Customer Support Manager Requirements:
High school diploma or equivalent.
Proven experience as a customer support specialist for more than 5 years of experience
Speaking Arabic and English is required

Ability to commute/relocate:

- Cairo: Reliably commute or planning to relocate before starting work (required)

Customer Support Manager Opportunity Lead, Inspire, and Elevate Customer Experience

An exciting opportunity has opened for an experienced Customer Support Manager to guide a high-performing support team within a dynamic e-learning company dedicated to delivering exceptional customer satisfaction.

Position: Customer Support Manager
Department: Customer Support
Reports to: Web Division Manager
️ Time zone: From 3:00 to 11:00 AM PST

Within this role, leadership will be provided to a talented customer support team, ensuring every customer interaction reflects the company's mission to empower learners worldwide. A culture of excellence, continuous improvement, and customer-centric service will be fostered.

Key Responsibilities:

Team Leadership:
Guidance, mentorship, and development will be provided to the support team, encouraging professional growth and a positive work environment.

Support Strategy:
Customer support strategies will be developed and implemented to align with the company's mission and customer satisfaction goals.

Process Improvement:
Support processes will be assessed and refined for maximum efficiency and impact.

Issue Resolution:
Escalated customer concerns will be managed and resolved promptly, maintaining high standards of service.

Cross-Department Collaboration:
Collaboration will be maintained with Product, Sales, and Marketing teams to ensure customer feedback shapes products and services.

Customer Feedback & Reporting:
Customer feedback will be collected and analyzed to identify trends and drive improvements. Regular reports will be prepared on key support metrics and performance outcomes.

Ideal Background & Skills:

• Proven experience leading and managing customer support teams, preferably within the e-learning or technology sectors.
• Demonstrated success in improving support processes and elevating customer satisfaction.
• Strong proficiency in CRM systems and support tools.
• Exceptional communication and interpersonal skills, with the ability to engage with diverse stakeholders.
• A collaborative approach and proven ability to work cross-functionally.
• Analytical mindset with confidence in using data to drive decisions and improvements.

Impact of the Role:

By providing exceptional leadership and strategic direction, this position plays a vital role in strengthening customer loyalty, enhancing the user experience, and supporting the company's growth and reputation for excellence.

Candidates with a passion for delivering outstanding customer experiences and leading teams to success are encouraged to apply and contribute to an environment where customer care is always a top priority.

Job Description & Specification:
Providing a single point of contact (SPOC) to handle service inquiries, incidents, requests and events while ensuring relevant Service Level Agreements (SLAs) are being achieved and maintained within company, Head Office, Plant, existing and newly established distribution sites.

**Operational/Professional/Business**:

- Leads the development of strategies and roadmap and ensures its integration with the overall IT and its strategic plans.
- Assist in design and implement short
- and long-term plans to ensure Beyti infrastructure meets existing and future capacity and capability requirements.
- Maintain Hardware Asset Register detailing Beyti IT assets used by Beyti users, and identify, analyze, and manage associated information risks.
- Ensure that the IT Service Desk operates efficiently and effectively, providing technical support when necessary and responsible for IT Service Desk SLAs and dashboards.
- Provide regular verbal and written reports to IT Infrastructure manager on service levels, dashboards, planned maintenance, issues and data.
- Maintains accurate IT asset inventory and assist in acquisition, deployment, support, and retiring of IT assets based on established IT life cycle management.
- Languages:
- English : Excellent

**Job Details**:

- Country:
- EGYPT- City:
- Cairo- Job Type:
- Full Time- Industry:
- FMCG ,- Gender:
- Salary Negotiable:
- Yes- Experience:
- 7 - 10 YearsApply

**Why join us**

To continuously provide high quality processing GPS services to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA’s). The role of Financial Support Managers is to help Commercial Banking customers who may be experiencing financial difficulty. This role is a telephony role working on an inbound and out bound telephone line.

**The Opportunity**:
**Role Context;**
- Engaging with Customers/Stakeholders/Colleagues
- Working in a Dynamic Environment
- Working Responsibly
- Understanding the External Marketplace
- Customer centricity
- Managing Business Information

**What you’ll do**:
**Role Responsibilities**:

- This role is a telephony role and as a confident communicator on both in and outbound telephone calls, the role holder will need to use their skills to help customers who may be experiencing financial difficulties. The role holder will need to be a good listener with a strong understanding of the issues that businesses can face in their daily lives and especially during an economic downturn.
- Through engagement with the customer and overlaying Bank data the role holder will need to develop a deep understanding of the customer’s business and the issues that it faces.
- Applies acquired knowledge to provide advice and assistance to customers when identifying the appropriate customer-orientated solutions to help resolve the customer’s financial difficulties based on the customer’s situation and financial information
- The role holder will be assessing and utilising a variety of appropriate forbearance solutions and debt restructuring to assist our customers in resolving their financial difficulties.
- The role holder will be assisting customers who may be in financial difficulty with their COVID-19 government-backed lending such as Bounce Back Loans and managing the specific requirements of this scheme. They will also assist customers who may be in financial difficulty with their Small Business Banking Loans and other Government Lending scheme lending products.
- As required, assistance in timely implementation of internal and external audit points together with any issues raised by external regulators: completion of technical training that enhances system knowledge and proficiency, regular attendance at learning sessions and team meetings;
- Providing guidance and support to CMB colleagues to share knowledge and experience with employees within and outside of immediate team, promoting a collective culture to spread experience and best practice;
- Support the financial crime risk agenda
- The role holder will treat customers, at all times, fairly and with respect both personally and as an organisation

Requirements

**What you will need to succeed in the role**

**Skills**
- Fluent in English.
- Comfortable with a telephony role, both inbound and outbound
- Demonstration of a high level of resilience and the ability to persevere in challenging situations is essential to this role
- Be confident and be able to quickly establish rapport with our customers
- Excellent communication and negotiation skills, with the ability to consult with our customers to fully understand their needs
- A high level of self-motivation and positive attitude and to put our customers at the heart of everything we do
- Product knowledge of non-complex and complex commercial products such as Small Business Banking loans and Government Lending Scheme products including Bounce Back Loans and other Government backed lending schemes
- Influencing skills and ability to build positive working relationships with our customers, colleagues and stakeholders
- Truly understand the challenges and situations our customers face through asking questions and listening with empathy, understanding and appreciation of the issues people can face in their daily lives when in financial difficulty, working with them to deliver fair outcomes and creating a solution and payment plan that is affordable and suitable.
- Ability to gather, analyse and interpret comprehensive financial information including Cash Flow Forecasts, Profit and Loss Accounts, Balance Sheet Management, and/or customer requirements in order to provide solutions that are commercially viable and sustainable.
- Broad knowledge of the complexity of CMB customers including the differences between Sole Traders, Partnerships, Limited Companies and Guarantors and the different regulatory obligations when lending to these businesses e.g. CCA and CONC
- Ability to make business decisions with authority, even in times of ambiguity, considering the potential long term risks and implications
- Sound knowledge of policy, procedures and systems within own work area - including Browser Main Menu, Client Vision, Document Viewer, Excel, Word, Outlook
- The ability to solve practical problems, ask questions, and collect information to provide customer centric solutions taking ownership and accountability of decisions made.
- The skill to

**Come create the technology that helps the world act together**

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.

We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.

**Customer Experience**

The Customer Experience organization provides a common interface to customers including account and relationship management, acting as the voice of the customer internally and creating demand across our business groups. While bringing deep understanding of local markets for our customer, the CX organization ensures strong alignment between sales and delivery teams.

**The team you will be a part of**

Global Sales Support (GSS) L&C Support team comprises a pool of legal, commercial and compliance professionals working to support Nokia’s Legal & Compliance function across various areas of responsibility. We aim to provide legal & commercial expertise to L&C across markets and functions, with a high standard of accountability and responsiveness. We enable L&C to maximize value and focus on its most complex and mission-critical work.

**What you will learn and contribute to**

As part of the team, you will:

- GSS Legal & Compliance Specialist will support and conduct due diligence on compliance risk assessments in the applicable domains and areas, following the Nokia Ethics and Compliance guidelines. When needed, the resource is also expected to handle tasks that may include contract review from a Compliance perspective, driving automation initiatives.
- Supporting as a critical resource in various Ethics & Compliance (E&C) global compliance programs
- Ensure effective implementation of the Third-Party Due Diligence (TPDD) process and train functions involved in the process as well as third parties completing the process as needed.
- Support compliance due diligence, approvals activities, risk assessments, reviews, and monitoring. (e.g., third-party screening, gifts/hospitality approvals; sponsorships & donations approvals), as needed by Ethics & Compliance
- Identify compliance matters that require follow-up or investigation. As appropriate, conduct or support investigations (in conjunction with the Ethics & Compliance Investigations team) or otherwise refer issues to the proper internal E&C stakeholders.
- Support & advise COE in case of Contractual/ Compliance issues.

**Your skills and experience**

You have:

- Capable of working using excellent knowledge of corporate policies and procedures, coupled with the ability to identify required improvements to established policies
- Ability to drive a culture of integrity, compliance & accountability in the organization through all employees within the allotted work.
- Experience in interpreting internal client/ stakeholder needs, assessing all requirements, and identifying solutions to nonstandard tasks/queries. Is aware of internal/external business issues & best practices in own discipline; applies them to own role.
- Great interpersonal skills and ability to pre-empt the requirement matrix of the stakeholders’ requirements and deliver with consistency in terms of quality and timeliness
- Understanding of policies, processes, tools and effectively communicate to the appropriate employees and or employee groups if applicable.
- Support & promote a robust open reporting culture, supporting different Ethics & Compliance programs being implemented from time to time.
- Monitor the installation and effectiveness of compliance controls and programs within the domain of GSS support including use of Compliance Control Frameworks reviews, risk assessment analysis, review of internal activities as guided by the key stakeholders viz., Ethics and Compliance
- Experience required: 10-15 yrs.
- Working experience minimum of 10 years in compliance, legal, or other relevant fields (finance, audit)
- At least 8 years of anti-bribery and corruption compliance or addressing compliance topics
- Education: Bachelor of Law, Business, Accounting, or other university degrees suitable for compliance
- Fluent in English, Arabic is desirable

It would be nice if you also had:

- Experience in antitrust, competition, data privacy, Anti-Money Laundering, or trade compliance is a plus
- Good networking ability and social skills, including the ability to handle internal and external contacts
- Excellent communication skills, both verbally and in writing
- Independent, goal-oriented, and systematic way of working. Willingness to learn and be sensitive to the dynamic nature of the business and stakeholder/ customer expectations.
- Ability to work as an individual contributor and as part of a team.
- Ability to implement initiatives to drive for excellence, handle pre

The role entails an organized and an analytical person with strong technical skills. A strong grasp of

modern technology and social media is essential to the job as well as having the expertise in

understanding spreadsheets, databases, and financial analysis.

A large part of the job is about effective communication, so they must be an expert in written and

verbal communication to getting ideas across.

**Job Types**: Full-time, Part-time, Temporary, Contract
Contract length: 12 months

Pay: Up to E£5,000.00 per month

Expected hours: 8 per week