Customer Service Manager(Egypt)

**COMPANY DESCRIPTION**

The Customer Service Manager will provide a leading role in organizing and monitoring our Customer Service department to ensure our customers receive the highest levels of service. The Customer Service Manager is responsible for providing strategic leadership to the customer service and call center teams, to deliver exemplary customer service to Amideast/Egypt clients and customers, and achieve sales targets set forth for the department. They are responsible for ensuring all customer service staff are fully knowledgeable about the organization’s programs and services, and have solution-oriented attitudes in the delivery of their service.

**RESPONSIBILITIES**
- Develop and implement strategies to improve customer relationship, dedication, and satisfaction
- Oversee the hiring, onboarding, and training of the organization’s customer service team
- Define and implement standards and procedures for ensuring optimal customer experience
- Conduct surveys to gather information on customer’s opinions of rendered services
- Utilize social media platforms to reach out to customers to help resolve issues and provide quick responses to inquiries
- Supervise the activities of the customer service team to ensure their interaction with customers reflects positively on Amideast
- Establish communication channels through which customers can readily contact a Amideast and vice versa
- Oversee the transformation of all customer service processes to be a highly proficient customer-focused department
- Integrate customer relationship management (CRM) and financial data with social media data to maintain a consolidated customer account
- Liaise with the organization’s marketing, sales and business development staff to analyze customer feedback and develop programs effective for improved customer experience
- Monitor customer service staff in Cairo & Alexandria offices to ensure compliance with set standards of courtesy and professionalism.
- Utilize CLM and CRM tools in enhancing customer loyalty and relationship management, as well as recommendations on items for improvement
- Prepare and manage annual budgets in achieving set objectives and goals
- Organize ongoing training programs for customer service employees to continually improve performance and skills
- Attend seminars, workshops, and conferences to improve professional knowledge
- Monitor the accuracy of the registration process on the CRM system
- Provide hands on support during peak times.
- Promote and cross-sell Amideast services through your daily interaction with customers, to achieve assigned sales targets
- Analyze customer trends based on verifiable walk-in and call-in customer statistics, and allocate staffing resources, accordingly, address performance deficiencies, and arrange professional training, as required
- Work closely with the Marketing department to ensure all CS materials are updated
- Liase with other departments on any new services or updates to guarantee that customers receive the accurate and the most updated information
- Report to the Assistant Country Assist Director regarding the Customer Service operations to ensure the proper handling and delivery of high-quality customer service to clients.
- Perform other tasks as assigned by the Assistant Country Director for Programs

**Qualifications and Skills**

**_ Required:_**
- Exemplary customer service and problem-solving skills
- Strong Leadership skills
- Effective communication and interpersonal skills, both verbal & written
- Ability to adapt to on-going change and work in a fast-paced, customer-focused environment
- Ability to accept ownership and proactively identify solutions to customer issues or concerns
- Demonstrated ability to prepare accurate, timely, and professional reports regarding CS trends and statistics
- Ability to work independently as well as collaboratively with their team and other departments
- Results orientated with the ability to achieve assigned sales targets
- Demonstrated time management and prioritization skills while maintaining focus on customer needs
- Minimum of 10 years of professional work experience directly involved in customer service, marketing, or business sales
- Proficiency in Microsoft Office, specifically Microsoft Word, Excel, Access, and Outlook
- Professional proficiency in spoken and written English
- Certification Courses in Customer Relation Management (CRM) and Customer Retention and Satisfaction

**_ Preferred_**
- Project Management Certification
- Minimum TOEIC score of 900 or equivalent

**WORK ENVIRONMENT**

The incumbent in this position will work in a professional office environment and will utilize the following equipment when working from the corporate office or remote home office (either on a full time, temporary, or hybrid basis)
- Computer (laptop or desktop)
- Printer/Photocopier/Scanner/Fax
- Telephone

The physical demands and work environment that have been described is representative of t