Customer Service Manager

Kerry Group
Cairo
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 7+ yearsEducation: bachelorsSkills: ["Communication","Interpersonal skills","Problem-solving","Leadership","Team management","Conflict resolution","Time management","Organization","Analytical thinking","Decision-making","Strategic thinking","Continuous improvement","Collaboration","Customer-focused mindset"]

Manage the day-to-day operations of the customer service department, leading and coaching the team to deliver timely, professional resolution of inquiries and complaints. Own customer service policies, quality standards, and KPI reporting, while collaborating with sales, operations, logistics, and other teams to improve customer satisfaction. Drive continuous improvement initiatives, ensure compliance with company policies and health and safety regulations, and handle staffing, scheduling, and performance evaluations.

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Kerry Group
Kerry Group
16 hours ago

Customer Service Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Manage the day-to-day operations of the customer service department, leading and coaching the team to deliver timely, professional resolution of inquiries and complaints. Own customer service policies, quality standards, and KPI reporting, while collaborating with sales, operations, logistics, and other teams to improve customer satisfaction. Drive continuous improvement initiatives, ensure compliance with company policies and health and safety regulations, and handle staffing, scheduling, and performance evaluations.
Location: Cairo
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage the day-to-day operations of the customer service department.
  • •Lead, coach, and develop the customer service team to achieve high performance.
  • •Monitor customer inquiries and ensure timely, professional resolution of complaints and issues.
  • •Develop and implement customer service policies, procedures, and quality standards.
  • •Track and analyze customer service metrics, preparing regular performance reports.

Key Requirements

  • •7+ years of experience in B2B customer service within the FMCG industry.
  • •Proven experience in customer service management or a similar leadership role.
  • •Bachelor's degree in Business Administration, Management, or a related field (preferred).
  • •Excellent communication, interpersonal, and problem-solving skills.
  • •Proficiency in Microsoft Office and customer relationship management (CRM) systems.
Experience:7+ yearsB2B customer serviceFMCG
Education:Bachelor's in Business Administration, Management, or a related field
Skills:CommunicationInterpersonal skillsProblem-solvingLeadershipTeam managementConflict resolutionTime managementOrganizationAnalytical thinkingDecision-makingStrategic thinkingContinuous improvementCollaborationCustomer-focused mindset
Tech Stack:Microsoft OfficeCRM

Company Brief

Kerry Group
Kerry Group is a global taste and nutrition company supplying ingredients, flavours and integrated solutions to the food, beverage and pharmaceutical industries, serving manufacturers with product development, technical support and supply chain services.
Industry: FoodTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Tralee, Ireland
Founded: 1972
WebsiteLinkedIn