LocationEl Sheikh Zayed City, Giza Governorate, Egypt
Work modeon-site
Typefull-time
DepartmentBanking Operations
Company size51+ people
First seen2w ago
Last seen4d ago
About the company
Envision Employment Solutionsis currently looking for aCustomer Care Managerfor one of our partners, a leading Digital Bank!
THE ROLE
You run the front line. When a customer messages or calls the digital bank, the team you lead is who answers, and whether their problem is solved in one contact or handed cleanly to a specialist comes down to how well you have built and coached that team. In a bank people are meant to belong to, you are the human proof that the digital bank is there when it matters.
WHAT YOU’LL DO
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Run daily support operations across chat and phone, with real time queue monitoring and shift coverage that holds through peaks, incidents, outages and campaigns
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Lead the customer support analysts to hit service levels, quality standards and first contact resolution, coaching them through regular QA sampling and structured feedback
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Hold every interaction to the SOPs and the knowledge base, and make sure cases needing investigation are logged and routed correctly
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Track open cases, aged tickets, handoffs and follow up until each one is closed, so nothing ever goes quiet on a customer
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Escalate fraud, payments, complaints, vulnerable customer and high risk cases cleanly to the right specialists, from the Complaints Handling Unit to the anti fraud risk unit and Compliance
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Build the training material and the coaching that lifts customer satisfaction and first contact resolution as the team scales
WHAT WE’RE LOOKING FOR
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5 to 7 years in customer support, including leading or supervising a team, in a regulated financial services or fintech environment
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A track record lifting customer satisfaction, first contact resolution and service levels across chat and phone using CRM and support tooling
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The judgement to know which cases resolve at first contact and which must go to a specialist
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A structured approach to QA sampling, coaching and building knowledge bases and standard operating procedures
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Exposure to financial crime, payment disputes or complaint handling workflows is valuable, not essential
YOU’LL THRIVE HERE IF YOU
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You believe a customer’s problem solved in one contact is worth more than ten polished replies
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You’d rather fix the reason cases escalate than clear the queue and move on
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You coach in the moment, because the team is only as good as its last hard call
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You want to build the front line a bank is judged by