General information

Position description

Job title

Customer Complaints Manager M/F

About the company

RATP Dev, in the Middle East and 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 which operates and maintains urban transportation systems in multiple countries, on four continents, carrying more than 1.5 billion annual passengers on its networks. Headquartered in Dubai, RATP Dev Middle East has become a leading, innovative and sustainable mobility player in the Middle East and North Africa (MENA) region. 

In the wider MENA region, RATP Dev Mobility Cairo (RDMC) will soon be in charge of the operations and maintenance of the new Light Railway Transit line and the Cairo Metro Line 3 plus its future extensions therefore we are actively sourcing quality talent for our new and exciting venture in Egypt.

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

Other requirements for the role

We offer a competitive remuneration package. If your qualifications, experience and skills fit our requirements, please click on the “Apply” button above and we will review your application.

Additional information

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

Working hours

Full-time

Job location

Job location

Africa, Egypt

Candidate criteria

Level of education required

4 - Master or equivalent

Level of experience required

From 10 to 15 years