Overview
Customer Care Supervisor Jobs in Cairo, Egypt at 51Talk
Title: Customer Care Supervisor
Company: 51Talk
Location: Cairo, Egypt
CM TL (Customer Support/Customer Care Team Lead)
- What You'll Do:
* Lead and coach a team of advisors to ensure consistent delivery of high-quality customer service and support.
* Monitor team performance and provide regular feedback to support skill development, continuous improvement, and achievement of team KPIs.
* Oversee the implementation of SOPs and ensure service standards are consistently met or exceeded.
* Analyze student progress, teaching quality, and customer feedback data to identify trends, address issues, and optimize learning outcomes.
* Drive upselling and value-added service initiatives within the team, ensuring advisors effectively identify customer needs and maximize business opportunities.
* Monitor and support the achievement of upselling targets while maintaining a customer-centric approach and high service standards.
* Handle escalated cases and guide the team in delivering effective solutions and maintaining high customer satisfaction.
* Coordinate with cross-functional teams (e.g., Academic, Sales) to support business goals, revenue growth, and student success.
* Prepare performance reports and propose service and process enhancements based on data analysis and frontline insights.
- Requirements:
* Bachelor's degree or above.
* At least 3 years of experience in customer service, sales, education, or a related field, with at least 1 year in a leadership or supervisory position.
* Professional proficiency in English, both written and spoken.
* Strong leadership, communication, coaching, and problem-solving skills.
* Experience in driving performance against customer service and sales/upselling targets is preferred.
* Customer-focused mindset with the ability to balance service excellence and business objectives.
* Passion for education, student success, and team development.
🕒 Working Hours:
Sunday – Thursday: 12:00 PM – 9:00 PM
(Breaks: 2:45 – 3:00 PM | 5:00 – 6:00 PM)
Saturday: 12:00 PM – 4:00 PM
(Break: 12:45 – 1:00 PM)
📍 Location:
https://maps.app.goo.gl/dnpFh1YYFknH2iQG8
💼 What We Offer:
Basic Salary + Unlimited Commission / Bonus
Paid Training
Social Insurance
Medical Insurance