Customer Service Specialist

About the Company

AOKESI Egypt is the local entity established to support the development of our air conditioning business in the Egyptian market. The company is affiliated with AUX Group, a Hong Kong-listed air conditioning manufacturer with global operations. Backed by the group’s strong manufacturing capabilities and international experience, AOKESI Egypt is building a professional local team to support long-term market development.

About the Role

To support aftersales service operations and enhance customer satisfaction in Egypt, we are looking for a Customer Service Specialist to coordinate service requests, manage customer communication, and support local aftersales operations.

Responsibilities

• Manage 3-party service request KPI.
• Handle customer inquiries, complaints, and aftersales service requests
• Coordinate with service engineers and authorized service partners for repair and installation arrangements
• Track service order progress and ensure timely service completion according to SLA
• Maintain accurate service records and update CRM/service systems
• Support warranty claim handling and related documentation
• Coordinate spare parts availability for service cases with the spare parts team
• Monitor service quality, response time, and customer satisfaction
• Support service partner communication and basic performance tracking
• Prepare regular service reports and support aftersales operation management

Qualifications

• Bachelor’s degree in Business Administration, Engineering, or related field
• 3+ years of customer service or aftersales coordination experience
• HVAC or home appliance industry experience preferred
• Experience working with service providers or technical teams is preferred
• Good communication, coordination, and problem-solving skills
• Familiar with CRM, ERP, or service management systems
• Fluent in English and local language

Required Skills

• Customer service experience
• Coordination skills
• Problem-solving abilities
• Technical knowledge in HVAC or home appliances

Preferred Skills

• Experience with service management systems
• Familiarity with CRM and ERP systems

Pay range and compensation package

Details regarding pay range or salary will be discussed during the interview process.

Equal Opportunity Statement

AOKESI Egypt is committed to diversity and inclusivity in the workplace. We encourage applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or any other characteristic protected by law.