# Customer Service Manager

> Company · Cairo, Egypt · Full-time · Posted 2026-11-11

**Workplace:** on_site

**Department:** Customer Service

## Description

We are looking for an experienced and results-driven **Customer Service Manager** to lead customer service operations, manage team performance, and ensure an exceptional customer experience. The ideal candidate must have strong experience in team management, complaint resolution, after-sales services, and customer service operations within an e-commerce, retail, or consumer electronics environment.  
  
Key Responsibilities

-   Lead and manage the customer service team and daily operations.
-   Monitor customer inquiries, complaints, and escalations.
-   Oversee order tracking, returns, refunds, and exchange processes.
-   Manage after-sales services, warranty claims, and product-related complaints.
-   Monitor customer service KPIs, including CSAT, response time, and resolution rate.
-   Ensure customer satisfaction and continuously improve service quality.
-   Coordinate with internal departments to resolve customer issues.
-   Utilize CRM, ticketing systems, and ERP platforms to manage operations

## Requirements

-   Bachelor's degree in Business Administration, Commerce, or a related field.
-   5+ years of experience in Customer Service, including 1–2 years in a managerial role.
-   Experience in E-commerce, Retail, Consumer Electronics, or Technology is highly preferred.
-   Proven experience managing customer service teams.
-   Strong knowledge of complaints, returns, refunds, exchanges, and after-sales operations.
-   Familiarity with CRM systems and ticketing platforms.
-   Experience with Odoo ERP or similar systems.
-   Good understanding of customer service KPIs.

## Apply

[Apply at Company](https://apply.workable.com/t63/j/DED190D05F/apply)

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