customer service representative (English)

Job Description:

An English Customer Service Representative is responsible for providing excellent support to customers by addressing their inquiries, resolving issues, and ensuring a positive experience with the company’s products or services. This role involves communication with customers via various channels such as phone, email, live chat, or social media in English.

Key Responsibilities:

• Customer Support:
• Answer customer inquiries, complaints, and requests in a professional, friendly, and timely manner.
• Provide assistance with product-related questions, troubleshooting, and order inquiries.
• Offer detailed product or service information, guiding customers through purchasing or usage processes.
• Issue Resolution:
• Handle and resolve customer complaints or problems by understanding the issue, finding solutions, and ensuring customer satisfaction.
• Escalate complex issues to higher levels of support when necessary.
• Documentation and Record-Keeping:
• Maintain detailed and accurate records of customer interactions, feedback, and issues in the CRM system.
• Process orders, returns, refunds, and exchanges following company procedures.
• Communication:
• Communicate clearly and effectively, demonstrating strong English language skills, both written and verbal.
• Ensure the accurate and complete documentation of conversations or transactions.
• Product and Service Knowledge:
• Stay up-to-date with product offerings, services, promotions, and policies to provide accurate and informed assistance.
• Proactively suggest solutions, upgrades, or add-ons based on customer needs.
• Customer Retention:
• Build rapport and maintain positive relationships with customers, ensuring their continued loyalty to the brand.
• Follow up with customers as needed to ensure satisfaction and gather feedback.
• Team Collaboration:
• Work closely with other departments (e.g., sales, technical support) to resolve customer issues or provide additional assistance.
• Participate in team meetings or training sessions to improve knowledge and performance.

Qualifications:

• Proven experience in a customer service role (preferably in English-speaking environments).
• Excellent verbal and written communication skills in English.
• Strong problem-solving skills and ability to handle difficult situations calmly and professionally.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency with customer service software and CRM tools.
• A high level of empathy and patience in dealing with customers.
• Knowledge of the company’s products or services (training provided).
• A high school diploma or equivalent; a degree is a plus.

Preferred Skills:

• Familiarity with customer service best practices.
• Experience in a specific industry, such as retail, tech, or finance (depending on the company).
• Fluency in additional languages is a plus but not required.

Working Hours:

• Flexible shifts (e.g., evenings, weekends, or rotating shifts), depending on the company's operating hours.

Job Types: Full-time, New grad

Pay: E£13,000.00 - E£20,000.00 per month

Application Question(s):

• Do you have any commitments for the next 6 months ?
• Are you located in Giza/Cairo ?

Education:

• Bachelor's (Required)

Language:

• English fluently (Required)