Customer Service Manager

( Customer Care Manager )Responsibilities:Lead, mentor, and manage a team of class mentors to deliver exceptional service and meet performance targetsDevelop and optimize customer communication scripts, service workflows, and resolution guidelinesMonitor daily and monthly performance metrics and provide continuous coaching and feedbackEnsure all customer interactions meet quality, brand, and service excellence standardsHelp to handle customer inquiries and complex cases with professionalism and empathyCollaborate closely with sales, marketing, and operations teams to ensure seamless customer journeys and consistent messagingConduct regular training sessions to enhance product knowledge, service skills, and communication techniquesIdentify trends in customer feedback and recommend process improvements to enhance customer experiencePrepare and present performance reports, insights, and recommendations to senior managementRequirements:Minimum of 5 years of experience in customer care, or a related field, with at least 3 years in a supervisory or managerial roleStrong leadership, coaching, and team management skillsCustomer-centric mindset with a proven ability to drive service excellence and team performanceExcellent communication and problem-solving skillsExperience working with CRM systems, ticketing platforms, and performance reporting toolsAbility to analyze data and translate insights into actionable improvementsProfessional proficiency in English, both written and spokenWork Schedule & Location:Location:Maadi, Cairo (on-site position)Schedule:Sunday to Thursday: 12:00 PM – 9:00 PM (includes a 1 hour and 15 min break)Saturday: 12:00 PM – 4:00 PMFriday: Day offApply Now!Send your resume to: sohilama@51talk.comOr reach out via WhatsApp: 01205576576