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call center agent (english ) Jobs in Cairo Jobs In Cairo

call center agent (english )

customer experience specialist – bilingual (fluent in arabic & english) | cairo, egypt Jobs in Cairo Jobs In Cairo

customer experience specialist – bilingual (fluent in arabic & english) | cairo, egypt

customer service - chat and email vacancies - english Jobs in Cairo Jobs In Cairo

customer service - chat and email vacancies - english

call center agent english

ETISAL International Group

<div>
 We are seeking a dynamic and customer-focused Call Center Agent to join our growing team in the Outsourcing/Offshoring industry. This role is essential in delivering exceptional service to our clients and their customers, ensuring satisfaction through effective communication and resolution of inquiries across multiple channels.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Handle inbound and outbound calls in a professional manner, addressing customer inquiries and concerns promptly.
 </li>
 <li>
 Provide accurate information on products and services to enhance the customer experience.
 </li>
 <li>
 Document all customer interactions and transactions in the CRM system accurately and in real time.
 </li>
 <li>
 Collaborate with team members and other departments to resolve complex customer issues effectively.
 </li>
 <li>
 Meet or exceed performance metrics such as call handling time, customer satisfaction, and quality assurance scores.
 </li>
 <li>
 Assist in training new team members by sharing best practices and insights based on personal experience.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Proven experience in a call center or customer support role, preferably in the Outsourcing/Offshoring industry.
 </li>
 <li>
 Excellent verbal and written communication skills in English, with a strong ability to listen and respond to customers.
 </li>
 <li>
 Proficient in using CRM software and standard office applications (e.g., Microsoft Office Suite).
 </li>
 <li>
 Strong problem-solving skills and the ability to handle challenging situations with empathy and professionalism.
 </li>
 <li>
 Ability to work in a fast-paced environment while maintaining attention to detail and quality of service.
 </li>
 <li>
 Flexibility to work in shifts, including evenings and weekends as required.
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 <ul>
 <li>
 Social insurance
 </li>
 <li>
 Medical insurance
 </li>
 <li>
 Paid training
 </li>
 </ul>
</div>

Call Center Agent (English )

ZIWO

<div>
 
 About The Job
 
 
 
 📍 Location: The Greek Campus - Downtown - Cairo - Egypt
 
 
 🕒 Type: Full-time
 
 
 💼 Department: Support Team - Technology
 
 
 💻 Work Setup: Hybrid
 
 
 
 About ZIWO
 
 
 
 ZIWO is a leading Omnichannel Cloud Contact Center Software (CCAAS) supporting customer communications across Phone, WhatsApp, SMS, and more. Our platform integrates seamlessly with most CRMs and third-party applications via open APIs, serving businesses in over 145 countries, including across the GCC.
 
 
 As a fast-growing B2B SaaS provider, ZIWO is redefining cloud contact center technology by delivering reliable voice infrastructure, high-availability systems, and globally consistent performance.
 
 
 
 About The Role
 
 
 
 We are seeking a
 
 Voice Support Engineer
 
 to join our Support team. This role focuses on troubleshooting, maintaining, and optimizing VoIP and telephony systems to ensure the reliability, stability, and performance of ZIWO&rsquo;s global voice services.
 
 
 You will work closely with the NOC and Support teams to resolve client issues, monitor voice quality, and provide timely solutions for enterprise customers, while leveraging your networking knowledge to support our cloud-based communication platform.
 
 
 
 What You&rsquo;ll Be Doing
 
 
 
 <ul>
 <li>
 Provide second-level technical support for VoIP, PBX, SIP, and unified communications platforms.
 </li>
 <li>
 Troubleshoot call quality issues, including call drops, one-way audio, registration failures, and latency problems.
 </li>
 <li>
 Implement and maintain SIP trunking, call routing, and session border controllers (SBCs).
 </li>
 <li>
 Monitor voice systems and network performance to detect and resolve issues proactively.
 </li>
 <li>
 Assist with migrations from legacy telephony (analog/PRI) to IP-based platforms.
 </li>
 <li>
 Ensure high availability through failover systems, backup routing, and redundancy plans.
 </li>
 <li>
 Coordinate with SIP providers, telecom carriers, and vendors to maintain uptime.
 </li>
 <li>
 Document solutions, create guides, and maintain knowledge-base articles.
 </li>
 <li>
 Participate in on-call rotations for high-priority voice incidents.
 
 
 </li>
 </ul>
 
 What You Bring
 
 
 
 
 Core Qualifications
 
 
 
 <ul>
 <li>
 1&ndash;3 years of hands-on experience in VoIP, PBX, or telephony system support.
 </li>
 <li>
 Bachelor&rsquo;s degree in Computer Science, IT, or equivalent.
 </li>
 <li>
 Solid understanding of networking fundamentals (VLANs, VPNs, routers, switches, firewalls).
 </li>
 <li>
 Strong troubleshooting and problem-solving skills with attention to detail.
 </li>
 <li>
 Excellent English communication skills (both spoken and written).
 
 
 </li>
 </ul>
 
 Technical Competencies
 
 
 
 
 Voice Systems &amp; Protocols
 
 
 
 <ul>
 <li>
 VoIP Platforms: FreeSwitch, Asterisk, Kamailio (or similar PBX systems)
 </li>
 <li>
 SIP protocols, RTP handling, SBC configuration
 </li>
 <li>
 Voice traffic management: call routing, QoS, failover systems
 
 
 </li>
 </ul>
 
 Networking Fundamentals
 
 
 
 <ul>
 <li>
 LAN/WAN, routers, switches, firewalls
 </li>
 <li>
 VLANs, VPNs, SD-WAN basics
 </li>
 <li>
 Load balancing and redundancy concepts
 
 
 </li>
 </ul>
 
 Tools &amp; Monitoring
 
 
 
 <ul>
 <li>
 Wireshark, SolarWinds, Homer, or similar troubleshooting tools
 </li>
 <li>
 Monitoring voice quality and network performance
 
 
 </li>
 </ul>
 
 Optional / Nice-to-Have
 
 
 
 <ul>
 <li>
 Linux administration (Ubuntu or CentOS)
 </li>
 <li>
 Scripting for automation (Python or Bash)
 </li>
 <li>
 Exposure to cloud environments (AWS, OCI)
 </li>
 <li>
 Familiarity with configuration management (Ansible) or IaC (Terraform)
 
 
 </li>
 </ul>
 
 Why Join ZIWO?
 
 
 
 <ul>
 <li>
 Competitive salary &amp; comprehensive benefits
 </li>
 <li>
 Dynamic, collaborative, multicultural environment
 </li>
 <li>
 Work on mission-critical global voice services
 </li>
 <li>
 Growth opportunities in cloud, telephony, and networking support
 </li>
 <li>
 Contribute to a platform used in 145+ countries
 </li>
 <li>
 Be part of an innovative SaaS company shaping the future of cloud contact centers
 
 
 </li>
 </ul>
 ZIWO is an equal-opportunity employer. We value and seek diversity at every level of the organization and believe it drives creativity, innovation, and excellence.
</div>

Voice Support Engineer

eClerx

<div>
 
 Job Description
 
 
 
 As a Customer Care Executive for the Inbound US Voice Process with a focus on Sales and Upselling, you will be responsible for delivering outstanding customer service to customers in the United States and also selling products and services to increase revenue. You will be the first point of contact for customers who call in with inquiries, and your primary goal will be to ensure that their needs are addressed, their questions are answered, and their interest in purchasing products and services is captured.
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Answering incoming calls from customers in a professional and courteous manner.
 </li>
 <li>
 Listening actively to customers and asking probing questions to fully understand their needs and concerns.
 </li>
 <li>
 Providing accurate and timely information to customers about products and services, pricing, and promotions, while actively seeking opportunities to upsell.
 </li>
 <li>
 Handling customer objections and concerns with empathy and professionalism, and working to address them to close the sale.
 </li>
 <li>
 Documenting all customer interactions and details of inquiries, issues, and sales in the company's CRM system.
 </li>
 <li>
 Meeting or exceeding individual and team sales targets.
 </li>
 <li>
 Maintaining a high level of knowledge about the company's products and services, as well as industry trends and best practices.
 
 
 </li>
 </ul>
 Requirements:
 
 
 <ul>
 <li>
 Excellent verbal and written communication skills in English.
 </li>
 <li>
 Previous experience in a customer service and sales role, preferably in a call center environment.
 </li>
 <li>
 Ability to multitask, prioritize, and manage time effectively.
 </li>
 <li>
 Strong problem-solving skills and the ability to think on your feet.
 </li>
 <li>
 Comfortable working in a fast-paced environment.
 </li>
 <li>
 Flexibility to work in rotational shifts, including evenings, weekends, and holidays.
 </li>
 <li>
 Familiarity with basic computer skills and knowledge of CRM systems.
 
 
 </li>
 </ul>
 Education:
 
 
 <ul>
 <li>
 Bachelor's degree in any field is preferred.
 
 
 </li>
 </ul>
 If you are a people-person with a passion for delivering outstanding customer service and have the necessary skills and experience to drive sales and upselling, we encourage you to apply for this exciting opportunity.
</div>

Analyst

Waffarha

<div>
 Founded in 2012, Waffarha is a leading savings platform (website and mobile App) in Egypt and expanding to the Gulf. Our primary aim is to provide exclusive deals in the MENA region. Waffarha's mission is to Transform the shopping experience by offering unparalleled deals and savings by Championing the spirit of wise spending in Egypt &amp; MENA
 
 
 <ul>
 <li>
 Handle a high volume of inbound and outbound calls in a timely and professional manner.
 </li>
 <li>
 Follow quality assurance&ndash;approved scripts while addressing different customer inquiries.
 </li>
 <li>
 Identify customer needs, clarify information, investigate issues, and provide accurate solutions over calls.
 </li>
 <li>
 Document customer requests, interactions, and resolutions accurately on the system.
 </li>
 <li>
 Escalate complex cases by opening tickets and coordinating with the back-office team.
 </li>
 <li>
 Ensure high levels of customer satisfaction through effective communication and problem-solving.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in any relevant field.
 </li>
 <li>
 Minimum 1 year of experience in a call center or customer service environment.
 </li>
 <li>
 Fluent Arabic speaker with a very good command of English.
 </li>
 <li>
 Strong verbal communication and active listening skills.
 </li>
 <li>
 Very good PC skills (Microsoft Office: Word, Excel, PowerPoint).
 </li>
 <li>
 Ability to multitask, prioritize tasks, and manage time efficiently.
 </li>
 <li>
 Customer-oriented mindset with adaptability to different situations.
 </li>
 <li>
 Ability to work under pressure and meet deadlines.
 </li>
 </ul>
</div>

Customer Service Agent

<div>
 
 
 Job Overview
 
 
 
 
 
 
 The role of a WFM Analyst is to support the workforce management function within an organization by
 
 
 analyzing data, forecasting workload, and optimizing resource allocation through to support the
 
 
 achievement of KPI and organizational objectives.
 
 
 
 
 
 
 Responsibilities
 
 
 
 
 
 
 
 
 
 Data Analysis, Forecasting and Financial Analysis:
 
 <ul>
 <li>
 Tracking and analyzing historical data, trends, and patterns to forecast workload
 </li>
 </ul>
 
 
 
 
 Staffing and Scheduling:
 
 <ul>
 <li>
 Develop employee schedules based on forecasted workloads, service level targets, and
 </li>
 </ul>
 
 productivity requirements.
 
 <ul>
 <li>
 Consider factors such as call volumes, customer demand patterns, staffing constraints, and
 </li>
 </ul>
 
 employee availability to create efficient and effective schedules.
 
 
 
 
 
 Workforce Optimization:
 
 <ul>
 <li>
 Optimize workforce utilization by balancing staffing levels and skill sets to match workload
 </li>
 </ul>
 
 fluctuations
 
 <ul>
 <li>
 Minimize overstaffing or understaffing situations, ensuring adequate coverage while controlling
 </li>
 </ul>
 
 costs
 
 
 
 
 
 System Management and Maintenance:
 
 <ul>
 <li>
 Managing and maintaining workforce management systems and software tools.
 </li>
 <li>
 Updating employee records, configuring scheduling parameters, troubleshooting system issues,
 </li>
 </ul>
 
 and collaborating with IT teams for system enhancements.
 
 
 
 
 
 Analytical Support and Projects:
 
 <ul>
 <li>
 Assisting in conducting ad hoc analysis, special projects, and initiatives related to workforce
 </li>
 </ul>
 
 management.
 
 <ul>
 <li>
 Conducting research, providing insights, and participating in cross-functional teams to support
 </li>
 </ul>
 
 organizational objectives
 
 
 
 
 
 Communication and Collaboration:
 
 <ul>
 <li>
 Collaborating with various stakeholders to gather information, align objectives, and ensure
 </li>
 </ul>
 
 effective coordination in workforce management efforts.
 
 <ul>
 <li>
 Providing support and guidance to Operations Supervisors and employees regarding scheduling-
 </li>
 </ul>
 
 related matters
 
 
 
 
 
 Training and Knowledge Sharing:
 
 <ul>
 <li>
 Attend recurrent training published by the Client/Company on a regular basis.
 </li>
 <li>
 Sharing knowledge and providing support to enhance understanding and compliance with
 </li>
 </ul>
 
 workforce management policies and procedures
 
 
 
 
 
 Compliance and Policy Adherence:
 
 <ul>
 <li>
 Ensuring adherence to labor laws, regulations, and company policies internal and external
 </li>
 </ul>
 
 Standards.
 
 
 
 
 
 
 
 
 
 Required Qualifications
 
 
 
 
 
 
 Education and Specific Training
 
 
 
 
 <ul>
 <li>
 College Degree in Business Administration or another relevant field is preferred
 </li>
 <li>
 English B2 or C1
 </li>
 </ul>
 
 
 
 
 
 
 
 Work Experience
 
 
 
 
 <ul>
 <li>
 Previous call center or related experience is desirable
 </li>
 </ul>
 
 
 
 
 Soft Skills &amp; Other Requirements
 
 
 
 
 
 Technology
 
 <ul>
 <li>
 Usage of OS MS Windows / MS Office
 </li>
 <li>
 Ability to use the desktop computer system
 </li>
 <li>
 Ability to use Internet applications
 </li>
 <li>
 Knowledge of SQL (Structured Query Language), BI tools or Workforce Management software is a plus.
 </li>
 <li>
 Experience managing in Customer Experience Management operations (preference).
 </li>
 </ul>
 
 
 
 
 Soft Skills
 
 <ul>
 <li>
 Excellent written and verbal communication:
 </li>
 <li>
 Ability to communicate correctly and clearly Comprehension
 </li>
 <li>
 Ability to clearly understand a problem statement Good Problem Solving
 </li>
 <li>
 Strong Math skills
 </li>
 <li>
 Strong troubleshooting
 </li>
 <li>
 Leadership ability to approach problems logically
 </li>
 <li>
 Analytical
 </li>
 <li>
 Ability in Self-assessment
 </li>
 <li>
 Real-Time Management Reporting
 </li>
 <li>
 Knowledge of KPI&rsquo;s
 </li>
 </ul>
 
 
</div>

WFM Analyst (Customer Service)

Al-Mansour Automotive

<div>
 
 
 Cadillac &ndash; Customer Experience &amp; Network Executive
 
 
 
 
 
 
 The
 
 Customer Experience &amp; Network Executive
 
 supports the execution of customer-centric initiatives across the Cadillac network by contributing to marketing insights, brand storytelling, and operational excellence. The role focuses on supporting a seamless, premium customer experience across all touchpoints while assisting in dealer performance and customer loyalty initiatives.
 
 
 This position combines
 
 hands-on execution
 
 ,
 
 data-driven support
 
 , and
 
 cross-functional coordination
 
 to contribute to customer experience programs, CRM operations, and training activities for both sales and aftersales teams.
 
 
 The executive will support the
 
 monitoring and follow-up of customer experience and CRM processes
 
 , assisting in reviewing the end-to-end customer journey from both customer and dealership perspectives. This includes contributing to the review of key interaction points such as initial inquiries, marketing communications, showroom and digital experiences, and after-sales support and retention activities.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 
 <ul>
 <li>
 
 Customer Experience Execution:
 
 Support the implementation of customer experience initiatives to improve satisfaction and loyalty across all customer touchpoints.
 </li>
 <li>
 
 Network Support:
 
 Assist in monitoring dealership compliance with brand standards to ensure consistent delivery of premium customer experience.
 </li>
 <li>
 
 Network Expansion Support:
 
 Support activities related to distribution network expansion in line with the overall growth plan.
 </li>
 <li>
 
 Dealer Coordination:
 
 Coordinate with dealership teams and the Training Academy on training activities, support requests, and performance follow-up.
 </li>
 <li>
 
 CRM Support:
 
 Assist in operating CRM systems, tracking customer data, and supporting engagement and retention initiatives.
 </li>
 <li>
 
 Performance Tracking:
 
 Support the analysis of customer feedback, satisfaction scores, and network KPIs to identify improvement areas.
 </li>
 <li>
 
 Call Center Follow-up:
 
 Assist in monitoring call center performance and follow up on action items with relevant stakeholders.
 </li>
 <li>
 
 Brand Alignment:
 
 Ensure customer-facing activities are aligned with Cadillac brand values and premium positioning.
 </li>
 <li>
 
 Cross-functional Collaboration:
 
 Support coordination with marketing teams to integrate customer insights into campaigns, service design, and content.
 </li>
 <li>
 
 Online-to-Offline Journey:
 
 Support maintaining a seamless Online-to-Offline customer journey across all customer touchpoints.
 </li>
 <li>
 
 Digital Support:
 
 Assist in customer-facing digital initiatives including website, app, showroom, and workshop systems.
 </li>
 <li>
 
 Omnichannel Support:
 
 Contribute to omnichannel customer journey governance and continuous improvement initiatives.
 </li>
 </ul>
 
 
 
 
 
 Qualifications &amp; Experience
 
 
 
 
 
 <ul>
 <li>
 
 1&ndash;3 years of experience
 
 in customer experience, marketing, CRM, customer operations, or a related field.
 </li>
 <li>
 Basic understanding of
 
 customer journey mapping, brand positioning, and CRM tools
 
 .
 </li>
 <li>
 Proven Experience to:
 </li>
 <li>
 Digital and offline marketing campaigns
 </li>
 <li>
 Customer data tracking and reporting
 </li>
 <li>
 Customer feedback analysis and NPS tracking
 </li>
 <li>
 Content coordination and brand messaging
 </li>
 <li>
 Basic analytics tools such as Google Analytics, Power BI, or similar
 </li>
 <li>
 Strong coordination and communication skills.
 </li>
 <li>
 Ability to work cross-functionally with sales, service, marketing, and operations teams.
 </li>
 </ul>
 
 
</div>

Cadillac – Customer Experience & Network Executive

Floward

<div>
 Floward
 
 
 
 Job Purpose
 
 
 
 Customer support provided through Outbound calls and responsible of contacting customers who have inquiries or concerns related to their order or accounts, to identify the customer's needs, resolve issues, and provide solutions in a timely manner, processing customer's orders, handling the surveys and feedback.
 
 
 
 Key Responsibilities
 
 
 
 
 Customer Service Responsibilities
 
 
 
 <ul>
 <li>
 Contacting the customers who have inquiries or concerns related to their order or accounts.
 </li>
 <li>
 Identifying the customer&rsquo;s needs and resolving issues to ensure the customer&rsquo;s satisfaction.
 </li>
 <li>
 Providing the customers with solutions in a timely manner.
 </li>
 <li>
 Contacting the customers and identifying their needs.
 </li>
 <li>
 Responding efficiently and accurately to customers and explaining possible solutions in a timely manner and ensuring that customers feel supported and valued.
 </li>
 <li>
 Making calls to customers and resolving their complaints, or other issues with products or services.
 </li>
 <li>
 Contacting customers when changes have been made to their orders.
 </li>
 <li>
 Building lasting relationships with customers and other call center team members based on trust and reliability.
 </li>
 <li>
 Supporting incoming claim.
 
 
 </li>
 </ul>
 
 Order Processing &amp; Operations
 
 
 
 <ul>
 <li>
 Processing customer&rsquo;s orders and follow-up with customers.
 </li>
 <li>
 Processing customer&rsquo;s orders and follow-up with customers, handling the surveys and feedback.
 </li>
 <li>
 Handling the surveys and feedback from customers.
 </li>
 <li>
 Data Entry and processing manual payments.
 </li>
 <li>
 Accurately document information within multiple database systems.
 </li>
 <li>
 Assisting with sales processing.
 
 
 </li>
 </ul>
 
 Communication &amp; Coordination
 
 
 
 <ul>
 <li>
 Digital correspondence.
 </li>
 <li>
 Contacting the other departments to resolve the customer issues.
 </li>
 <li>
 Observing and following company policies and the website for FAQs or policy related answers.
 
 
 </li>
 </ul>
 
 Performance &amp; Work Ethics
 
 
 
 <ul>
 <li>
 Making sales or recommendations for products or services that may better suit customer needs.
 </li>
 <li>
 Taking Accountable for daily target and KPIs.
 </li>
 <li>
 Flexible with shift times based on operational needs.
 
 
 </li>
 </ul>
 
 Skills And Qualifications
 
 
 
 
 QUALIFICATION AND EXPERIENCE
 
 
 
 <ul>
 <li>
 Open to non-bachelor's degree holder.
 </li>
 <li>
 Must have at least 2 years of relevant working experience in the same field.
 </li>
 <li>
 PC literate - MS Word, MS Excel, and MS Outlook.
 
 
 </li>
 </ul>
 
 Skills
 
 
 
 <ul>
 <li>
 Must have very good English communication skills (spoken and written).
 </li>
 <li>
 Strong organizational skills with the ability to effectively manage time &amp; prioritize tasks
 </li>
 <li>
 Exceptional planning and prioritizing skills and drive for results.
 </li>
 <li>
 Ability to define and refine mechanisms and processes that scale across multiple teams, drive execution and operational excellence.
 </li>
 </ul>
</div>

Customer Service Officer

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