Customer Care Complaints Team Leader

Mashreq; Egypt (PA); On-site; USD 60,000 - 85,000; Full time

Job summary

Mashreq is seeking an Assistant Manager to lead the Customer Care Unit (RBG), driving end-to-end complaint handling, CSAT improvement, and team capability building. You will manage escalation processes, ensure adherence to SOPs and CPR standards, and collaborate with multiple teams to deliver faster, higher-quality resolutions.

The role emphasizes coaching, performance management, and development of a structured training program for both new joiners and high-potential staff.

Qualifications

• Graduate with a focus on customer service or related field.
• Strong communication and interpersonal skills.
• Ability to manage multiple tasks and stakeholders.

Responsibilities

• Lead a complaints team to achieve CSAT and productivity targets.
• Ensure compliance with SOPs and regulatory requirements.
• Coach and develop agents through structured training and upskilling.
• Own mid-level and complex escalations and drive root-cause analyses.
• Collaborate with cross-functional units to improve customer journeys.

Education

Graduate

Job description

Mashreq is seeking an Assistant Manager to lead the Customer Care Unit (RBG), driving end-to-end complaint handling, CSAT improvement, and team capability building. You will manage escalation processes, ensure adherence to SOPs and CPR standards, and collaborate with multiple teams to deliver faster, higher-quality resolutions.

The role emphasizes coaching, performance management, and development of a structured training program for both new joiners and high-potential staff.