Job description

we are seeking an experienced and customer-focused Customer Service Manager to lead our customer support operations, enhance service quality, and ensure an exceptional customer experience across all channels.

Key Responsibilities:

 Lead and manage the Customer Service team to achieve performance targets

 Develop and implement customer service policies, procedures, and standards

 Monitor service quality, customer satisfaction, and team performance metrics

 Collaborate with internal departments to address customer needs and operational issues

 Prepare regular performance and customer insight reports for management

 Coach, train, and develop customer service representatives

Skills

Bachelor's degree in Business Administration or a related field

 Minimum 5 years of experience in Customer Service, with at least 2 years in a managerial role

 Experience in FinTech, Banking, Telecommunications, or Financial Services is preferred

 Strong leadership, communication, and problem-solving skills

 Customer-centric mindset with the ability to manage multiple priorities

 Proficiency in Microsoft Office and customer service management tools

 Fluency in English and Arabic; French is a plus