General information

Position description

Job title

Customer Complaints Manager M/F

About the company

RATP Dev, is a multinational French company, operating across the world, is committed to developing and optimizing public transportation systems. Everywhere, we operate to boost the local economy and quality of life of our passengers. Everywhere, we are driven by excellence, passion, and determination in welcoming challenge.
RATP Dev Middle East is the regional head office of RATP Dev which operates and maintains urban transportation systems in 13 countries, on four continents, carrying more than 1.5 billion annual passengers on its networks. Headquartered in Dubai for 10 years, RATP Dev Middle East has become a leading innovative and sustainable mobility player in the MENA region. Recognized as a worldwide expert in automated metro, RATP Dev has been awarded significant contracts in the Middle East and is now operating a total of 5 driverless metro lines in the region, including two of the Riyadh metro in Saudi Arabia.
In the larger MENA region, RATP Dev operates Algiers metro, Algeria's tramway networks, and Casablanca (Morocco) tramways. RATP Dev will soon be in charge of the operations and maintenance of Dubai Metro.
We are currently in charge of the operations and maintenance of the Cairo Line 3 and its future extension, it is a 15 years project that will commence in 3 phases.

About the job

The Customer Complaints Manager has to define and apply the customer complaint strategy to improve the metro users experience and satisfaction by managing the customer service officer's team.

Requirements

Responsible for ensuring that every customer receives a positive customer experience on every touch point of the metro.

Develops tools and procedures for front line staff in collaboration with the Station Manager.

Drives a culture of customer care and service excellence by implementing collaborative management processes across departments and from top to bottom.

In response to customer feedback or on a proactive basis, engage with customers in order to improve the customer experience though continuous business improvement.

Liaises with the CCC for all topics related to customer complaints.

In charge of planning and organising quarterly the passenger satisfaction survey.

Analyses passenger satisfaction surveys and reports results to ADA and internally.

Responsible for the accessibility/assistance policy for passengers with special needs.

manage and develop complaint management tools

Benefits & how to apply

www.ratpdev.com

Other requirements for the role

Qualifications:
Customer Orientation

Possesses a sense of service towards both internal and external clients

Relationship building and interpersonal skills with the ability to communicate in a confident manner.

High level planning and organizing skills

Effective verbal and written communicator

Ability to plan, develop and implement Customer Care programs.

Knowledge:
Tertiary qualification in communications, marketing, public relation or business administration.

Desirable: public transport industry experience.

Computer literacy and proficiency in data analysis, office productivity applications, such as Microsoft Word, Excel and PowerPoint.

Fluent in English and Arabic is an advantage

Experience:
At least 2 years' experience in the Customer Service department of a tertiary industry

Contract type

01 - Permanent contract

Contractual hours

Full-time

Position localisation

Job location

Africa, Egypt

Candidate criteria

Level of education required

Master or equivalent

Level of experience required

From 10 to 15 years