Expires: 12/28/2010 Ref: 54723
Customer Service Manager – Damco, Cairo, Egypt
Description:

Hires, trains and manages members of the customer service department. Resolves difficult issues regarding client complaints and other matters. Works closely with managers in other departments, such as sales, to develop accounts, and update policies and procedures for client services.

Key Responsibilities:

The main focus of the customer service manager is to satisfy the needs of every customer. The work of the customer service manager has to be performed at various levels right from initial level of dealing with customers at the reception to the higher level to make the top management aware of the expectations and need of the customers.

Employee Supervision: The CSM is to supervise all the employees of customer service which includes checking the performance, work efficiency, punctuality and above all, the duties of his team of customer representatives

Customer Service: The CSM is responsible to ensure excellent customer service levels are provided by the company at all times and in all geographies. Special attention is given to the practices for customer service like listening to the customers, making suggestions, keeping the promises and ensuring that they are performed in an excellent manner which are key to good customer service.

Client Retention & Escalation: The CSM will be overall responsible for the retention and development of existing and newly landed clients. He will also be the point of escalation for clients who are not satisfied or confused about the service.

Sale Opportunities: The CSM is responsible for identifying and developing further sale opportunities with existing clients and support the sales team to capture these opportunities, and deliver the agreed services to the satisfaction of the client.

Customer Service Employee Development: The CSM is responsible to training and develop the CS team. His duty is to ensure that the employees possess the required knowledge regarding the services we deliver, values, expectations, rules and regulations of the job, as well as are of the right caliber to deliver the services to the satisfaction of the clients.

Targets and Goals: The CSM will be tasked to meet growth, CM1 and service level targets as set regularly. This includes increasing the customer satisfaction ratings of the company by providing good service to clients.

Main requirements for the position holder are:

· 5-7 years of experience in customer service delivery in a multinational company
· 3-4 years of experience in leading and managing a team
· Excellent communication and negotiation skills
· Perfect command of English and Arabic
· Self-driven, extroverted personality that likes to work with and through people inside and outside the company.
The position will offer you:

· A chance to develop and grow the new Customer Service department in Damco Egypt.
· Enhancement of your management and communication skills
· Exposure to an extensive client portfolio in and out of Egypt.
· Exposure to multinational environment

Apply for this position

Contact information:

George Farid

Managing Director

GE is a diversified technology, media and financial services company dedicated to creating products that make life better. From aircraft engines and power generation to financial services, medical imaging and plastics, GE operates in more than 100 countries and employs more than 300,000 people worldwide.

Role Summary/Purpose
Successful candidate will be a part of the GE Middle East & Africa HR Team and will work closely with team members to ensure consistent application of HR policies throughout the Africa continent. Human Resource Manager will be responsible for advancing GE’s employee value proposition across the continent.

Essential Responsibilities
Partner with local and country HR managers to implement strategies and drive HR initiatives that contribute to the development of the employment base in Africa.

Facilitate GE’s various localization efforts by partnering with internal and external teams to fill talent gaps.
Standardize HR practices, procedures, policies to ensure one GE approach.
Establish and drive the Session C agenda, including strong performance management.
Manage and follow-up on compliance risks and investigations, including working with regulatory bodies.
Partner with government and other external organizations to understand approach to labor and employment regulations. Utilize that knowledge to ensure GE is taking a proactive approach in compling with those regulations
Facilitate with local businesses and Crotonville a focused and consolidated learning and development plan, including compliance, Skills, Leadership training and development programs, including apprenticeship and entry level leadership programs.
Partner with employee services team to ensure country HR infrastructure has consistent and repeatable processes.
Qualifications/Requirements
Degree qualified in Business Administration, Human Resources, Industrial Relations or other HR-related disciplines.

Minimum 7 years HR Generalist experience on the African continent with ideally 2-5 years of HR leadership in a multinational environment.
Demonstrated success in development & application of up-to-date practice in employee relations, HR policy & formulation, recruitment & staffing and training & development.
Strong written & oral communication skills with the ability to influence all levels of the organization and multicultural/international environments.
Demonstrated leadership and ability to work in a matrix team environment.
Ability to handle multiple priorities and initiate, lead and manage change.
Project management, facilitation and complex problem-solving skills.
Bi-ligual – Fluent in English and French or Portuguese
Knowledge of labor law
High energy level, driven with positive enthusiasm & a pragmatic approach.

Apply online

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How to apply
click for more and click on  apply at the top right hand corner of the new page that will open to commence online application for this job

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