Company Description Egymarks For Intellectual Property is a specialized firm with over thirteen years of experience in trademark registration and intellectual property services, supporting a portfolio that includes prominent regional and international brands. The firm is recognized as one of the key consultation and trademark registration offices in Egypt and the Middle East, known for its precise pre-registration examination that helps minimize the risk of rejection. Its services span legal consultations on trademark disputes and infringement, as well as lawsuits related to trademarks, patents, and their protection. Egymarks also represents clients in appeals before governmental entities and the state council, and provides guidance on the legal aspects of establishing companies to ensure compliance and safeguard clients’ intellectual rights.
Role Description The Customer Service Manager is a full-time, on-site role based in Cairo, responsible for overseeing the delivery of high-quality service to clients seeking trademark and intellectual property support. This role manages the customer service team, sets service standards, and monitors performance to ensure timely and accurate responses to inquiries, complaints, and ongoing case updates. The manager coordinates closely with legal and operations teams to clarify case status, communicate complex information in a clear manner, and ensure clients are informed at every stage of the process. Daily tasks include supervising customer support workflows, developing and refining service procedures, analyzing customer feedback and service metrics, and implementing improvements that enhance customer satisfaction. The role also involves training and coaching team members, handling escalated issues, and contributing to a client-centric culture aligned with Egymarks’ professional and legal standards.
Qualifications
- Demonstrated expertise in Customer Service Management and Customer Support, including leading teams and managing escalations.
- Strong focus on Customer Satisfaction, with experience designing and improving service processes and measuring client experience.
- Excellent Communication skills, with the ability to explain complex legal or technical information clearly and professionally to clients.
- Solid Analytical Skills for interpreting service metrics, client feedback, and operational data to identify trends and drive improvements.
- Experience in professional services, legal, or intellectual property environments is highly beneficial.
- Proven leadership and people-management abilities, including coaching, performance management, and conflict resolution.
- High level of organization, attention to detail, and reliability in managing multiple cases and client requests simultaneously.
- Bachelor’s degree in Business, Management, Law, or a related field, or equivalent practical experience.
- Proficiency with customer service software, CRM tools, and standard office applications.
- Fluency in English and Arabic, both written and spoken, is preferred for effective client communication in the region.
