Overview
Customer Care Manager Jobs in Cairo, Egypt at Wadi Degla Developments
Title: Customer Care Manager
Company: Wadi Degla Developments
Location: Cairo, Egypt
Key Responsibilities:
- Develop and implement customer care strategies, policies, and service standards.
- Define, monitor, and improve SLAs, KPIs, and customer satisfaction metrics.
- Lead, coach, and develop the Customer Care team to achieve performance objectives.
- Manage CRM operations, ensuring accurate customer data and reporting.
- Oversee customer inquiries, complaints, and escalations, ensuring timely resolution.
- Analyze customer feedback and service trends to identify improvement opportunities.
- Prepare management reports and dashboards on service performance.
- Collaborate with Sales, Projects, Construction, Property Management, Finance, Legal, and Handover teams.
- Manage critical customer escalations and stakeholder communications.
- Develop customer communication plans for updates and service notifications.
- Drive customer experience and continuous improvement initiatives.
- Ensure compliance with company policies, procedures, and data integrity standards.
- Support customer handover and post-handover activities.
- Contribute to departmental planning, budgeting, and strategic initiatives.
Required Qualifications:
- Bachelor's degree in Business Administration, Marketing, Management, Communications, or a related field.
- Professional certifications in Customer Experience (CX), CRM, Customer Service Management, or Project Management are preferred.
- 8–10 years of experience in Customer Care, Customer Experience, Customer Service, or CRM, including at least 2–3 years in a leadership role.
Required Skills:
- Strong knowledge of customer care and customer experience management.
- Experience with CRM platforms and customer service technologies.
- Expertise in complaint management and escalation handling.
- Leadership, coaching, and team development.
- Stakeholder management and cross-functional collaboration.
- Strong analytical, reporting, and problem-solving skills.
- Excellent communication, negotiation, and presentation abilities.
- Advanced Microsoft Office proficiency.
- Ability to manage multiple priorities under pressure.
- Fluency in English and Arabic (written and spoken).