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Customer Service Director H/F


Vacancy details

General information

Job details

Job title

Customer Service Director H/F

About the company

RATP DEV, a subsidiary of the RATP Group, ensures the operation and maintenance of urban and interurban transport networks in 14 countries through over 110 subsidiaries. With over 16,000 employees and the expertise and backing of a global leader in public transportation, our subsidiaries provide performance, dynamism and reliability to our customers and passengers to their networks.

RATP Dev is in advanced discussion with the Cairo transportation authorities to take over line 3 and its future extensions and is looking for its Customer Service Director.

About the job

The Customer Services Manager defines the Customer Services strategy, is responsible for the Customer Service, ensuring a high quality passenger experience for all metro.
He/She is also responsible for increasing passenger satisfaction and ensures compliance to the performance regime compliance.

Requirements

Provide overall leadership and strategic directions for the delivery of Customer Services;
- Implement the customer centric culture throughout the organization;
- Collaborate with other contractors and relevant stakeholders to ensure seamless public transport integration and a positive experience for all passengers;
- Monitor ridership and passenger flow so that services can be adapted accordingly;
- Collaborate with the Authorities on the implementation of their communication and marketing plan;
- Collaborate with Station Managers to ensure that front line staff deliver the required Customer Services standards;
- Monitor and manage KPIs, managing performance improvement and corrective action plans;
- Manage individual and team performance;
- Manage the budget and control expenditure for the Customer Service team;
- Play an active role in the implementation of the Quality, Health, Safety and Environment, and Information Security Management Systems, policies and procedures to ensure that these are implemented within their area of responsibility;
- Report all HSQE events identified (non-conformities or compliances, hazards and risk, etc.)

Benefits & how to apply

- High degree of computer literacy and proficiency in data analysis;
- At least 5 years' experience in business relationship management, customer service or sales within a customer oriented environment. A related field such as travel and hospitality is also acceptable;
- Proven customer orientation and service improvement essential;
- Strong track record of team management;
- Strong planning skills - good tracking and follow-up;
- Effective verbal and written communication skills;
- Able to both lead and take a hands-on approach to projects;
- Proven ability to persuade and influence
- Strong ethics - complies with applicable laws and regulations
- Fluent in Arabic and English

Other requirements for the role

Based in Cairo

Contract type

01 - Permanent contract

Contractual hours

Full-time

Job location

Job location

Middle-East/North Africa, Egypt

Base location

Cairo

Candidate criteria

Level of education required

Master or equivalent

Level of experience required

From 10 to 20 years