Ahmed Abozaid

• Job Purpose:
• The Customer Service Manager is responsible for overseeing the customer service team and ensuring that
• Passengers have positive and safe experience. This includes developing and implementing customer service policies and procedures, hiring and training customer service representatives, and monitoring and assessing customer satisfaction.
• Responsibilities/Duties:
• · Implement and maintain high customer service standards, fostering a positive customer-centric culture.
• · implement initiatives to improve the overall passenger experience at the stations.
• · Develop and implement customer service policies and procedures.
• · Monitor and assess customer satisfaction.
• · Liaise with external stakeholders, such as local authorities and community groups, to address concerns and maintain positive relationships.
• · Hire, Supervise, lead and coach customer service team, fostering a positive and supportive work environment.
• · Sharing industry knowledge and insights with the customer service team, promoting continuous learning and improvement.
• · manage and mentor the customer service budget.
• · Resolve customer complaints and issues.
• · work closely with the operations and maintenance department to ensure smooth and efficient customer experience.
• · Supervise and mentor subcontractors’ activities and production.
• · Promote a positive Safety culture within the workplace and attend any Safety related meetings/briefings as required within the Job role.
• · Comply with the regulations and all relevant safety procedures and processes and ensure that they are followed by all relevant internal staff and subcontractors.
• · Review, contribute to and fully understand all the safety critical procedures.
• · Stay up to date on railway industry trends, regulations, and customer service best practices.

JOB PURPOSE:

The objective of the position of the line manager is to lead a team of area managers, is also responsible for the development of performance to ensure achieving the objectives in terms of profitability and customer satisfaction, he is required to develop the team in terms of management and proximity and focus on the customer’s vision.

RESPONSIBILITIES/DUTIES:

Supervising and leading a team of zone managers (providing support in the territory etc.).
• Check that each employee is suited to his or her job and offer the necessary support (advice, training, coaching, etc.),
• Developing and maintaining team dynamics: monitoring team integration, handling employees’ feedback, evaluation, and development of skills.
• Contribute to the quality and optimization of the customer service, through operational management and by being available to support at the stations.
• responsible for the quality of service of the metro line 3.
• Monitor the evolution of the various indicators of his activity (customer complaint rate, fraud, absenteeism, etc.), analyse the differences in collaboration with the other internal & external stakeholders and implement corrective actions.
• Pay particular attention to malfunctions that present a risk in terms of safety and customer satisfaction. Share information, propose actions to be taken and participate in their implementation.
• Continuously improve the customer service experience through innovative ideas and employee engagement.
• Create regular and recurring reports to monitor the operations of the team.
• Organize and participate in meetings with other departments to address common issues.
SAFETY ISSUES
• Comply with the regulations and all relevant safety procedures and processes and ensure that they are followed by all relevant internal staff or subcontractors.
• Review, contribute to and fully understand all safety critical procedures.
• Comply with the requirements of the company's safety policy and safety management system.
• Submit risk observations in accordance with the Risk Observation Reporting Guidelines.
• Consider the safety of others who may be affected by their actions or duties.
• Bear in mind that safety, security, and the environment are everyone's responsibility and therefore ALL staff are required to report and respond to safety, security, and environmental breaches.
• other Duties and responsibilities May be assigned.

• Increased profitability by optimizing resource allocation and reducing operational costs.

• JOB PURPOSE:
• The objective of the Deputy Line Manager position is to assist and replace the Line Manager in the management of the field teams and is the direct manager of the Fraud and Quality Controllers and is also responsible for the development of
• Performance to ensure the achievement of profitability and customer satisfaction objectives, he/she is called upon to develop the team in management and proximity and focus on the customer's vision.
• RESPONSIBILITIES/DUTIES:
• • Manage and leading a team of fraud and quality controllers and assisting the line manager in his tasks (providing support in the territory, etc.)
• • Check the suitability of each employee for his/her position and provide the necessary support (advice, training, coaching, etc.),
• • Develop and maintain the team dynamic: ensure the integration of the team, deal with employee feedback, evaluation, and development of skills.
• • Contribute to the quality and optimization of customer service, through operational management and by being available to provide support in the stations.
• • Monitor the evolution of the different indicators of its activity (customer complaint rate, fraud, absenteeism, etc.), analyze the discrepancies in collaboration with the other internal & external actors and implement corrective actions.
• • Pay particular attention to malfunctions that present a risk in terms of safety and customer satisfaction. Share information, propose actions to be taken and participate in their implementation.
• • Create regular and recurring reports to monitor the team's operations.
• • Participate in meetings with other departments to address common issues.
• • Team management (ZM/fraud/quality controllers…).
• • Daily monitoring and measurement of total fraud.
• • Planning of team currency.
• • Provide high quality, effectively written escalation reports with practical, actionable, and value-added recommendations.
• • Auditing, risk compliance and rapid problem resolution.
• • Closely follow up on fraud alerts, prevent fraud losses and ensure that follow-up action is taken to mitigate future losses.
• • Understand fraud methods and situations in the market and review existing supervisory rules where necessary.
• • Provide fraud advice to clients and write notes and reminders to clients.
• • Develop procedures and monitoring mechanisms for handling suspicious transactions in the line.
• • Carry out any tasks requested by his managers within the scope of the company and its department.
• • Coordinate with the zone manager.
• SAFETY ISSUES
• · Comply with the regulations and all relevant safety procedures and processes and ensure that they are followed by all relevant internal staff or subcontractors.
• · Review, contribute to and fully understand all safety critical procedures.
• · Comply with the requirements of the company's safety policy and safety management system.
• · Submit risk observations in accordance with the Risk Observation Reporting Guidelines.
• Consider the safety of others who may be affected by their actions or duties.
• · Bear in mind that safety, security, and the environment are everyone's responsibility and therefore ALL staff are required to report and respond to safety, security, and enviroOtheral breaches.
• other Duties and responsibilities May be assigned.

• Job Purpose:
• The purpose of the zone manager position is to lead a team of station staff to deliver safe, reliable, and outstanding customer focused station and trip experience and to supervise the stations sales and operations. This position requires the zone manager to work at stations and roaming across the whole network.
• Responsibilities/Duties:
• • Hire, manage, and develop a team of 130 employees as sales agents, station leaders and subcontractors.
• • Supervise the performance of the teams against organizational, departmental, station and individual objectives.
• • Meet customer experience KPI’s in stations and sales KPI’s.
• • Provide excellent customer satisfaction by operating services as per Company policy.
• • Participate in the testing and commissioning of the station equipment.
• • Develop and attend tests to ensure station equipment meet customer service requirements.
• • Continuously improve customer service experience through innovative thinking and engaged employees.
• • Monitor the Subcontractors KPI’s and ensure the compliance of the contractual terms.
• • Implementation and positioning the Human resources in case of necessity.
• • Provide daily report with the daily activities to the Line manager.
• SAFETY ISSUES
• • Comply with the rule book and all relevant safety procedures and processes and enforce them to all relevant in-house staff or subcontractors.
• • Review, contribute to and have a full understanding of all safety critical procedures.
• • Promote a positive Safety culture within the workplace and attend any Safety related meetings/briefings as required within the Job role.
• • Comply with the requirements of the Company Safety Policy and Safety Management System.
• • Submission of Hazard observations in accordance with Hazard observation reporting guidelines.
• • Ensure that all potential risks that may come from performed activities are identified, mitigated, and ensure that employees, contractors, and visitors are aware of safety procedures and any relevant legislation.
• • Consider the safety of other personnel who may be affected by their acts or missions.
• • Be mindful that Safety, Security and Environmental is everyone’s responsibility and as such. ALL staff members are accountable for reporting and intervening in Safety, Security and Environmental violations.
• • Incidents and accidents management.
• • Other duties and responsibilities might be assigned.

• Managed a successful sales team, consistently achieving and exceeding monthly sales targets.
• Expanded market share through effective prospecting, lead generation, and negotiation skills.
• Established strong relationships with key clients, resulting in increased customer retention and satisfaction.
• Established strong relationships with major accounts and key decision-makers to increase sales in designated territory.
• Enhanced team performance by providing ongoing coaching, training, and mentoring to sales representatives.
• Helped team stay productive and focused on higher-value tasks to improve sales efficiency.
• Analyzed market trends and competitor activity to identify new business opportunities and areas for growth.
• Launched new products successfully within the assigned territory by executing well-designed launch plans tailored specifically for each product line.
• Provided exceptional customer service to existing clients through regular communication and prompt resolution of issues or concerns raised by them.
• Increased sales revenue by developing and implementing strategic sales plans for the assigned territory.
• Executed proven strategies to hit sales quota and help company achieve goals.