Senior HR Admin & Customer Services Executive will be responsible for overseeing all aspects of our customer service department, ensuring our customers receive exceptional service and fostering a positive team environment. In addition, the role also demands an in depth understanding of the standard HR practices.

The individual will be act as a point of contact providing services to our clients the Saudi Arabia. Our scope of services at a high level includes providing visa support in Saudi along with HR consultancy & hence the ideal candidate will need to speak fluently English, have experience in HR Administrative duties & experience in customer services.

The role will be based out of our office in Cairo. The role does not offer a work from home solution. The weekly offs will be Friday & Saturday. Public holidays will be as per the holidays in Saudi & not Egypt.

Responsibilities:Serve as the main point of contact for assigned clients, managing all communication and inquiries.Develop a deep understanding of each client's contract with the company, scope of services, business needs, objectives, and challenges.Proactively identify opportunities to exceed client expectations and recommend solutions that drive value.Ensure adherence to agreed service levels.Build strong relationships with key client stakeholders at all levels.Preparation & distribution of reports as agreed & scheduled with the client.Develop and maintain accurate client records and account information.Deliver exceptional customer service via phone, email, and other designated channels.Actively listen to customer inquiries and complaints to understand their needs.Effectively troubleshoot and resolve a wide range of customer issues.Escalate complex issues & complaints immediately to the manager for issue resolution.Maintain a deep understanding of our products, processes & systems to provide accurate information.Maintain a positive and professional work environment, fostering teamwork and collaboration within the customer service team.Ensure adherence to company policies and procedures.Stay up to date on industry best practices and trends in customer service.Collaborate & also be the escalation point of contact for issue resolution within internal teams (sales, accounts, formations, operations) to ensure seamless client experience.The role will oversee & be the owner of several clients.Support with inquiries related to process/product/system & managing difficult client scenarios.Manage and mentor a team of Client Account Managers, providing coaching, training and guidance to ensure their success.Analyse customer feedback and identify opportunities for improvementsMonitor team performance metrics and identify areas for improvementHandle escalated customer inquiries, complaints, and feedback, ensuring timely and effective resolutionOversee the day-to-day operations of the assigned team members, including scheduling, workload allocation, client service levels and adherence to company policies and procedures.Develop and implement customer service policies and procedures to ensure consistent and high-quality serviceAnalyse customer feedback and data to identify trends and opportunities to improve customer satisfactionDevelop and implement customer service initiatives to enhance the customer experienceParticipate in the recruitment, onboarding, and training of new customer service representatives.Compile reports and present findings to the Manager of Customer Service, providing insights into customer service trends and performance.Develop and implement customer service policies, procedures, and standards to ensure consistent and high-quality service delivery.Managing the HR related Onboarding & offboarding of internal & client employees.Maintaining HR employee records as per best practises using strategic HR systems.Point of contact as an expert in the HR labour law in case of employee dispute management, general inquiries.Develop and implement HR initiatives and programs aligned with business objectives.Stay up-to-date on HR law and regulations in that region.Maintain strong relationships with key stakeholders across the organization.Partner with business leaders to understand their strategic goals and people needs.