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 satisfactio
n).
Handle escalated complaints from Saudi clients professionally, ensuring culturally appropriate communicat
ion.
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 exper
ience.
Prepare weekly performance reports and conduct team training on Saudi tourism regulations, etiquette, and seasonal peaks (Umrah, Ramadan, summer t
ravel).
Ensure compliance with Saudi e-visa systems, booking platforms, and local touri
sm laws.
Manage scheduling and attendance for the team, ensuring full coverage during busine
ss hours.
Qualifications & Requirements:Total Experience: Minimum 6 years in tourism/hospitality custome
r 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 tou
rism 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 Mi
crosoft Office.
Soft Skills: Strong leadership, conflict resolution, ability to work under pressure, and flexibility with weekend shifts (Friday or Saturda
y off possible).
Working Conditions:Location: Dokki, Cairo (ons
ite – no remote).
Days: 6 working days pe
r week, 1 day off.
Hours: 8 hours per day (specific shif
t to be discussed).
Environment: Fast-paced touris
m operations center.
Benefits (to be confirmed by employer):Competitive salary
based on experience.
Social insuranc
e as per Egyptian law.
Potenti
al performance bonuses.
Care
er growth opportunities.