The Customer Care Manager is responsible for overseeing all customer care operations across Sharaf DG Egypt’s physical stores, e-commerce platform, call center, and delivery services. This role ensures exceptional customer service, swift complaint resolution, and seamless operations by managing Customer Care Team Leaders, call center staff, and delivery drivers. The Customer Care Manager collaborates with store and sales teams to maximize sales performance, drives training, and ensures compliance with policies.

Responsibilities

• Ensure superior customer service across all stores, online platforms, and call centers, fostering a customer-first culture.
• Oversee rapid and professional resolution of customer complaints with a sense of urgency.
• Monitor and enhance customer interactions at Points of Sale (POS), online, and via call centers to ensure efficiency and satisfaction.
• Consumer protection issue’s resolution and L05 clearance and control
• SLA monitoring and adherence.
• Implement strategies to elevate customer satisfaction scores across all touch points.
• Manage Customer Care Team Leaders, call center staff, and delivery drivers, providing clear direction and performance feedback.
• Foster an “Open Door Policy” to encourage open communication and staff engagement.
• Ensure timely performance reviews and communicate company policies, procedures, and programs to all teams.
• Ensure reserved items are stored tidily, match order reports, and canceled items are returned to store sub-inventory.
• Monitor call center performance, ensuring high response rates and customer satisfaction.
• Manage delivery drivers to ensure timely and accurate customer deliveries.
• Optimize delivery schedules and routes to enhance efficiency and reduce costs.
• Ensure drivers adhere to safety protocols and maintain a professional demea

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