Job Title: Tourism Customer Service Manager (Saudi Market Expert) Location: Dokki, Cairo, Egypt Job Type: Full-time, Onsite Working Days: 6 days per week Working Hours: 8 hours per day Day Off: 1 day per week (to be determined)
Job Summary:We are seeking an experienced Customer Service Manager with a strong background in the Saudi tourism market to lead our customer support team. The ideal candidate has at least 6 years of total experience in tourism customer service, with a minimum of 4 years as a manager and 2+ years specifically handling the Saudi market. You will be responsible for ensuring exceptional service delivery, managing escalations, and optimizing processes for a high-volume tourism operation.
Key Responsibilities:Lead, coach, and mentor a team of customer service representatives handling inbound/outbound tourism inquiries (flights, hotels, packages, visas).
Develop and implement customer service policies and KPIs aligned with Saudi market expectations (e.g., response time, resolution rate, customer satisfaction).
Handle escalated complaints from Saudi clients professionally, ensuring culturally appropriate communication.
Monitor daily operations to ensure all service levels are met within an 8-hour shift, 6-day work week.
Collaborate with operations, sales, and product teams to resolve booking issues and improve customer experience.
Prepare weekly performance reports and conduct team training on Saudi tourism regulations, etiquette, and seasonal peaks (Umrah, Ramadan, summer travel).
Ensure compliance with Saudi e-visa systems, booking platforms, and local tourism laws.
Manage scheduling and attendance for the team, ensuring full coverage during business hours.
Qualifications & Requirements:Total Experience: Minimum 6 years in tourism/hospitality customer service.
Managerial Experience: At least 4 years as a Customer Service Manager / Team Lead.
Saudi Market Experience: Minimum 2 years working directly with Saudi clients or for a company serving the Saudi tourism sector.
Education: Bachelor’s degree in Tourism, Business Administration, or related field (preferred).
Language: Fluent Arabic (including professional Saudi dialect understanding) and English.
Technical Skills: Proficiency in CRM systems, Sabre/Amadeus (advantage), and Microsoft Office.
Soft Skills: Strong leadership, conflict resolution, ability to work under pressure, and flexibility with weekend shifts (Friday or Saturday off possible).
Working Conditions:Location: Dokki, Cairo (onsite – no remote).
Days: 6 working days per week, 1 day off.
Hours: 8 hours per day (specific shift to be discussed).
Environment: Fast-paced tourism operations center.
Benefits (to be confirmed by employer):Competitive salary based on experience.
Social insurance as per Egyptian law.
Potential performance bonuses.
Career growth opportunities.