Technical Customer Service Senior Manager
Tech MahindraVerified company
On-site — Cairo, Egypt
Pay
Not listed
Job type
Full-time · On-site
Hours
Flexible
Location
Cairo, Egypt
About the role
A senior technical customer service manager role based on-site in Cairo, overseeing enterprise customer relationships and service delivery. It requires 10+ years of experience, ITIL certification, and leadership in escalations, service reviews, and continuous improvement.
What you'll do
- Serve as customer escalation point
- Develop service improvement plans
- Conduct customer service reviews
- Lead root cause analysis
- Manage change requests and billing coordination
- Coach customer service managers
- Support bids and contract renewals
- Identify service management revenue opportunities
What you'll need
- 10+ years relevant experience
- Bachelor's degree in related field
- Enterprise customer management
- Escalation and incident management
- ITIL certification mandatory
- Stakeholder communication and negotiation
- Leadership and coaching
- RFP and contract renewal experience desirable
Skills
Benefits
About Tech Mahindra
Tech Mahindra Egypt is a global delivery hub providing customer experience, operations and digital business services to international clients, with two offices in Cairo and capacity for 1,200+ employees. Its BPO arm hires German-speaking customer service staff and CX leaders.
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