Location:
Egypt - Cairo | Address:
Cairo, | Job Type:
Full-Time | Posting Date:
10/04/2026 |
Position Summary:
The Customer Service Unit is the focal point of Amideast, serving customers’ needs and cross-selling Amideast services. The Customer Service Supervisor is responsible for handling customer inquiries and delivery of their needs and is responsible for all customer service unit and team, and ensures Amideast policy and procedures are implemented. The Customer Service Supervisor is responsible for the delivery of Amideast procedures and regulations to create an awareness of Amideast policies. The Customer Service Supervisor is accountable for maintaining team satisfaction, achieving the CS department allocated sales targets with the CS management and team, and problem-solving of any uprising issues with customers and within the team members. The Customer Service Supervisor acts as an advisor to consistently assist the Customer Service team and perform regular team orientations. S/he ensures that the CS team and call center agents are knowledgeable about all Amideast services and is up to date regarding any changes to convey consistent information to customers.
RESPONSIBILITIES:
- Supervise CS team and call center agents to enhance the quality of offered services for sustaining customers’ satisfactions.
- Managed the departmental needed requests and operational procurements.
- Supervise department project codes and team charged hours in accordance to work performed and approve the Deltek timesheets of attendance.
- Manage the CRM system performances, updates price lists of services, and administer a correct customers’ information used. Schedule CS team shifts and approve leave taken to ensure adequate attendance of team members.
- Advise team members upon needs and guide and orient them according to their work performance.
- Revise System data entry and correctness of scheduled courses’ classes and tests according to each departmental update.
- Develop and set Monthly KPIs and targets system based on department goals & organizational goals and monitor its effective implementation.
- Manage the CS representatives to guarantee a delivery of an outstanding service and maintaining of customers satisfactions according to AMIDEAST procedures and policies.
- Prepare regular updated reports on team performances, SRA data, customers’ comments, actions taken for complaints and concerns and promotional services reports, and working in a deadline oriented environments.
- Create an up to date and adequate emails and brochures and CS promotional materials as professional and correct as possible.
- Responsible of SRA data extraction and accurate payments are to be recorded.
- Promote for all AMIDEAST services to demonstrate a high quality of AMIDEAST brand.
- Ensure the delivery of AMIDEAST values in reflection to demonstrate a professional image of AMIDEAST.
- Participation in initiatives and orientations in order to plan ahead the developments needed in AMIDEAST.
- Attend departments meetings and engage in projects related to different departments.
- Engage collectively in establishing clear and consistent strategies, policies and regulations between CS team and rest of AMIDEAST staff to ensure a quality of services.
- Monitor regular evaluation surveys for different services offered by CS, for continuous customers’ need assessments.
- Initiate methods of services improvements produced from customers’ feedbacks.
- Create a customer complains mechanism to ensure better solution of complaints for customer satisfaction and follow-up techniques received.
- Regular communication with customers to establish efficient relationship with customers to guarantee a level of continuous connections.
- Observe CS team regularly on handling different customers’ inquires to ensure a professional service delivered.
- Encourage team members to promote and cross-sell AMIDEAST services with walk-ins and others.
- Engage team members in different training and orientations for a continuous self-development.
- Monitor monthly performance and achievements with regards to set department KPIs and organizational goals.
- Enhance teamwork performances within the team members; call center agents and AMIDEAST staff.
- Regular observations on the call center through secret shoppers for improvements needed as agreed upon quality performances.
- Perform a marketing analysis on the needs and the deliverables proposed for evaluation of services offered.
- Review and evaluate the service given to customers and work being done within the team to deliver excellent work accomplishments.
- Handle any challenges within the team and identify solutions to these challenges.
- Follow-up and approve roster in an efficient and unbiased manner.
- Conduct regular product training for AMIDEAST and ETS products & monitor that CS team is selling, upselling, cross selling those products.
- Engage and promote self - learning environment within the department Measure performance, suggest developmental plans, conduct regular coaching sessions and follow-up on training plans.
- Analyze customer trends based on verifiable walk-in and call-in customer statistics, and allocate staffing resources accordingly.
- Other job periodical job duties as required:
- Participate in AMIDEAST periodical projects (Business plan, Manuals Creation and others
QUALIFICATIONS AND SKILLS:
General skills
- Preserve customer service supervisory skills gained to optimize team efficiency
- Possess action taking techniques
- Ability to achieve the department assigned sales targets
- Have a sustainable attitude to deliver responsibilities
- Attentive to details and possession of ownership responsibilities
- Ability to respond back to customers' concerns
- Obtain multitasking techniques
- Deliver clear and consistent services.
- Possess reporting mechanisms
Required
- Bachelor’s degree and 5 – 7 years of working experience in a related field
- Experienced Customer Service certification
- Management and Leadership Experience
- Supervisory/advisory ability
Preferred
- TOEIC score of minimum 850 or equivalent.
- Ability to work beyond normal working hours.
- Ability to work on extensive projects.
- Work in a conjunction work environment.
Up to 15% business travel may be needed to support as needed.
This position description is not intended to be all-inclusive, and the incumbent will perform other reasonable business-related duties as assigned by the immediate supervisor and other managers when necessary. AMIDEAST reserves the right to change duties and responsibilities as the need arises. This position description is not a written or implied contract of employment.
The physical demands and work environment that have been described is representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position description is an overview of the major functions and requirements of this position. This document is not intended to be an exhaustive list encompassing every duty and requirement of the position; the Employee’s Manager may assign other duties as related or as otherwise deemed appropriate and necessary within the general scope, without the need for additional compensation.
Amideast is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Positions that involve interaction with children will be required to read, acknowledge, and comply with and attend special training in accordance with the Child Protection and Safeguarding policy. All Amideast representatives must comply with the Code of Conduct and all applicable organizational policies which include but are not limited to, Anti-Human Trafficking and Prevention of Sexual Exploitation and Abuse.
