customer service representative Jobs in Cairo

customer service representative

call center agent (outsource) Jobs in Cairo

call center agent (outsource)

customer care representative Jobs in Cairo

customer care representative

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customer service agent [arabic]

customer service consultant Jobs in Cairo

customer service consultant

call center agent outsource

Abu Dhabi Islamic Bank - Egypt

<div>
 
 
 Job Accountabilities:
 
 
 <ol>
 <li>
 Handle inbound calls by following scripts and service guidelines to provide quick and accurate responses.
 </li>
 <li>
 Resolve customer queries and complaints by applying product knowledge and troubleshooting steps to achieve first-call resolution.
 </li>
 <li>
 Escalate complex cases by capturing details and forwarding them to supervisors or relevant departments to ensure timely resolution.
 </li>
 <li>
 Educate customers on ADIB&rsquo;s products and services by clearly explaining features, processes, and policies to increase satisfaction and usage.
 </li>
 <li>
 Follow standard operating procedures and compliance rules during every interaction to ensure regulatory adherence and minimize errors.
 </li>
 <li>
 Document call details and customer feedback accurately in CRM systems to maintain reliable records and support future service improvements.
 </li>
 <li>
 Support team targets by meeting daily KPIs such as Average Handle Time (AHT), Customer Satisfaction (CSAT), and First Call Resolution (FCR).
 </li>
 <li>
 Provide feedback on recurring customer issues by sharing insights with supervisors to help improve processes and reduce repeat calls.
 </li>
 </ol>
 
 
 Qualifications &amp; Experience:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Management, or related field.
 </li>
 <li>
 Officer: 0&ndash;2 years of experience in call center.
 </li>
 <li>
 Senior Officer: 2&ndash;4 years of experience in call center.
 </li>
 </ul>
 
 
 Skills:
 
 
 <ul>
 <li>
 Excellent communication skills.
 </li>
 <li>
 Excellent problem-solving and decision-making skills.
 </li>
 <li>
 Excellent organizational and time-management skills.
 </li>
 </ul>
 
 
 Technical Skills:
 
 
 <ul>
 <li>
 Good knowledge of call center software and systems.
 </li>
 <li>
 Proficiency in Microsoft Office (Excel, Word, PowerPoint).
 </li>
 </ul>
</div>

Call Center Agent (outsource)

Confidential

<div>
 
 
 Job Summary:
 
 
 
 We are seeking a results-driven and strategic
 
 Operations Manager
 
 to oversee the daily operations of our call center. This role is responsible for ensuring efficient processes, high-quality customer service, team productivity, and compliance with company standards and service-level agreements (SLAs). The ideal candidate has strong leadership skills, is data-oriented, and thrives in a fast-paced, customer-focused environment.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Manage and lead a team of supervisors, team leads, and call center agents.
 </li>
 <li>
 Oversee daily operations, including workforce scheduling, queue management, and service level performance.
 </li>
 <li>
 Monitor and analyze KPIs (e.g., AHT, FCR, CSAT, SLA) and drive continuous improvement strategies.
 </li>
 <li>
 Develop and implement operational policies, procedures, and best practices to enhance customer experience and team performance.
 </li>
 <li>
 Collaborate with Quality Assurance, Training, HR, and IT teams to support agent development and system efficiency.
 </li>
 <li>
 Handle escalations and complex customer issues as needed.
 </li>
 <li>
 Ensure compliance with company policies, data protection laws, and regulatory requirements.
 </li>
 <li>
 Prepare and present operational reports to senior leadership.
 </li>
 <li>
 Foster a positive, motivated, and performance-driven culture within the team.
 </li>
 </ul>
 
 
 
 
 
 Qualifications:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Communications, or a related field (preferred).
 </li>
 <li>
 3+ years of experience in call center operations, with at least 2 years in a leadership role.
 </li>
 <li>
 Strong knowledge of call center technologies (e.g., ACD, CRM, WFM tools).
 </li>
 <li>
 Proven ability to lead and develop high-performing teams.
 </li>
 <li>
 Excellent communication, problem-solving, and decision-making skills.
 </li>
 <li>
 Data-driven mindset with strong analytical skills.
 </li>
 <li>
 Ability to work under pressure and manage multiple priorities.
 </li>
 </ul>
 
 
 
 
 
 Preferred Skills:
 
 
 <ul>
 <li>
 Experience with remote/hybrid teams.
 </li>
 <li>
 Lean Six Sigma or other process improvement certifications.
 </li>
 <li>
 Familiarity with omnichannel support (phone, email, chat, social media).
 </li>
 <li>
 Able to work on site with flexible schedule.
 </li>
 </ul>
</div>

Operations Manager

Abou Ghaly Motors

<div>
 
 
 Job Summary:
 
 
 
 The Call Center &amp; Telesales Supervisor is responsible for leading, coaching, and managing a team of agents to deliver exceptional customer service and achieve sales and service targets. The role ensures smooth daily operations, adherence to KPIs and SLAs, and continuous improvement of performance and quality standards. The Supervisor acts as a key link between management and front-line staff, ensuring efficient communication, customer satisfaction, and operational excellence.
 
 
 
 
 
 
 Key Responsibilities &amp; Duties
 
 
 
 
 1. Operations &amp; Service Delivery
 
 
 <ul>
 <li>
 Oversee daily operations of inbound and outbound call activities.
 </li>
 <li>
 Monitor staffing levels and shift schedules to ensure optimal coverage and minimize missed calls.
 </li>
 <li>
 Ensure agents meet performance KPIs, service quality targets, and productivity goals.
 </li>
 <li>
 Follow up with relevant departments to ensure timely resolution of customer requests and complaints.
 </li>
 <li>
 Maintain compliance with SLAs and operational policies.
 </li>
 </ul>
 
 
 2. Quality &amp; Performance Management
 
 
 <ul>
 <li>
 Conduct regular call monitoring and quality evaluations to ensure service excellence.
 </li>
 <li>
 Identify performance gaps and develop action plans for improvement.
 </li>
 <li>
 Contribute to defining, implementing, and enhancing quality standards and service procedures.
 </li>
 </ul>
 
 
 3. Team Leadership &amp; Coaching
 
 
 <ul>
 <li>
 Lead, motivate, and coach team members to achieve individual and team objectives.
 </li>
 <li>
 Conduct on-the-job training for new hires and continuous learning sessions for the team.
 </li>
 <li>
 Hold regular team meetings to communicate updates and align on performance expectations.
 </li>
 <li>
 Monitor agent performance and provide constructive feedback to support growth and development.
 </li>
 </ul>
 
 
 4. Communication &amp; Process Improvement
 
 
 <ul>
 <li>
 Provide management with insights on operational issues and suggest process improvements.
 </li>
 <li>
 Facilitate open communication channels between teams and management.
 </li>
 <li>
 Escalate critical issues promptly and recommend corrective actions.
 </li>
 </ul>
 
 
 5. Customer Escalations &amp; Recovery
 
 
 <ul>
 <li>
 Handle escalated customer complaints and ensure quick and effective resolution.
 </li>
 <li>
 Follow up on unresolved issues and ensure customer satisfaction.
 </li>
 </ul>
 
 
 6. Planning &amp; Reporting
 
 
 <ul>
 <li>
 Support in forecasting call volumes and workforce planning.
 </li>
 <li>
 Track daily operational metrics and prepare performance reports for management review.
 </li>
 <li>
 Contribute to the development of operational objectives and action plans.
 </li>
 </ul>
 
 
 
 
 
 Qualifications &amp; Skills Required
 
 
 
 
 Education:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Communications, or a related field.
 </li>
 </ul>
 
 
 Experience:
 
 
 <ul>
 <li>
 Minimum 5 years of experience in a contact center or telesales environment, including at least 2 years in a supervisory or leadership role.
 </li>
 <li>
 Proven experience managing both inbound and outbound operations.
 </li>
 </ul>
 
 
 Skills &amp; Competencies:
 
 
 <ul>
 <li>
 Fluent English (spoken and written).
 </li>
 <li>
 Excellent communication and interpersonal skills.
 </li>
 <li>
 Strong problem-solving, decision-making, and analytical thinking.
 </li>
 <li>
 Proficiency in MS Office and CRM/call center software tools.
 </li>
 <li>
 Customer-oriented mindset with strong sales acumen.
 </li>
 </ul>
</div>

Customer Service Supervisor

Interact Technology Solutions

<div>
 
 Role Overview
 
 
 
 The Technical Project Manager will be responsible for leading and managing the delivery of IT infrastructure, networking, cloud, and security projects from initiation to closure along with Planning and documentation of project phases during tender phase. The role requires a strong technical background combined with excellent project management skills to ensure successful implementation, customer satisfaction, and adherence to scope, time, and budget.
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Lead and manage end-to-end IT solution projects (infrastructure, networking, cloud, security, voice, and applications).
 
 </li>
 <li>
 Collaborate with pre-sales, solution architects, and technical teams to define project scope, requirements, and deliverables.
 
 </li>
 <li>
 Develop and maintain project plans, schedules, and budgets.
 
 </li>
 <li>
 Manage stakeholder communication, ensuring alignment between customers, vendors, outsource, and internal teams.
 
 </li>
 <li>
 Oversee technical teams during deployment, integration, and testing phases.
 
 </li>
 <li>
 Monitor risks, issues, and dependencies; implement mitigation strategies.
 
 </li>
 <li>
 Ensure compliance with quality standards, documentation, and best practices.
 
 </li>
 <li>
 Provide documentation of project stages and plan during tender phase.
 
 </li>
 <li>
 Prepare and present project status reports to management and clients.
 
 </li>
 <li>
 Drive post-project evaluations, lessons learned, and continuous improvement initiatives.
 
 
 
 
 </li>
 </ul>
 Requirements
 
 
 
 Education &amp; Certifications
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Computer Science, Information Technology, Engineering, or related field.
 
 </li>
 <li>
 Project Management certification (PMP, PRINCE2, or equivalent) is optional.
 
 </li>
 <li>
 Technical certifications in networking, cloud, or security (e.g., Cisco, Microsoft, VMware, AWS, Fortinet) are a plus.
 
 </li>
 </ul>
 
 
 
 
 Experience
 
 
 <ul>
 <li>
 3+ years of proven experience managing IT solution or infrastructure projects.
 
 </li>
 <li>
 Hands-on technical background in at least one area (Networking, Security, Cloud, Data Center, or Voice).
 
 </li>
 <li>
 Strong track record of delivering projects on time, within scope, and budget.
 
 </li>
 <li>
 Experience working with enterprise customers and multi-vendor environments.
 
 </li>
 </ul>
 
 Skills
 
 
 <ul>
 <li>
 Strong leadership, team management, and coordination skills.
 
 </li>
 <li>
 Excellent communication and stakeholder management.
 
 </li>
 <li>
 Proficiency with project management tools (MS Project, Jira, or similar).
 
 </li>
 <li>
 Solid understanding of IT project lifecycles, methodologies (Agile/Waterfall), and SLAs.
 
 </li>
 <li>
 Ability to work under pressure and handle multiple projects simultaneously.
 </li>
 </ul>
</div>

Technical Project Manager – IT Infrastructure & Systems Integration

Emirates NBD

<div>
 <ul>
 <li>
 Manages and assure effective operation for the Mass Banking Call Center, Priority Banking Call Center, the Operations Team (Service Requests) &amp; Virtual Tellers Team (ITM Team).
 </li>
 <li>
 Establish the overall framework for the call center inbound team (Priority Banking Call Center / Mass Banking Call Center / ITM Video Call Center and Back Office Operations) activities in line with the CRC objectives and targets.
 </li>
 <li>
 Determines the call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
 </li>
 <li>
 Identifying and evaluating state-of-the-art technologies and defining user requirements, establishing technical specifications, and production, productivity, quality, and customer-service standards.
 </li>
 <li>
 Develops call center systems by developing customer interaction and voice response systems, and voice networks, user interfaces, developing and executing user acceptance test plans, planning and controlling implementations.
 </li>
 <li>
 Managing system and process improvement and quality assurance programs.
 </li>
 <li>
 Maintains professional and technical knowledge by tracking emerging trends in call center operations management, attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, participating in professional societies.
 </li>
 <li>
 Setting and meeting performance targets for speed, efficiency, sales and quality.
 </li>
 <li>
 Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
 </li>
 <li>
 Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
 </li>
 </ul>
 
 
 
 
 
 
 
 
 
 
 Minimum 7 years of experience in banking with focus on branch operations and customer relationship management
 
 
 
</div>

Head of Call Center

IST Networks

<div>
 
 
 Key Responsibilities:
 
 
 
 
 
 <ul>
 <li>
 implement, and support Cisco Collaboration solutions including
 
 CUCM, Unity Connection, IM&amp;P, Jabber, and WebEx Teams
 
 .
 </li>
 <li>
 Configure, maintain, and troubleshoot
 
 Cisco Contact Center platforms (UCCE, UCCX, CVP, Finesse)
 
 .
 </li>
 <li>
 Perform system upgrades, patches, and backups for voice infrastructure.
 </li>
 <li>
 Monitor and optimize
 
 call flows, routing, and QoS
 
 to ensure high-quality voice services.
 </li>
 <li>
 Resolve complex VoIP issues, including call drops, quality issues, and integration problems.
 </li>
 <li>
 Collaborate with network, IT, and application teams for seamless integration with other systems.
 </li>
 <li>
 Provide technical support for voice endpoints, softphones, and mobile clients.
 </li>
 <li>
 Maintain documentation for configurations, network diagrams, and operational procedures.
 </li>
 <li>
 Stay updated with the latest Cisco VoIP and Collaboration technologies.
 </li>
 </ul>
 
 
</div>

Cisco Engineer

The HEINEKEN Company

<div>
 
 Job Purpose
 
 
 
 Acts as a liaison between the company and customers and assists with orders, complaints, and inquiries to ensure customer satisfaction.
 
 
 
 Duties And Responsibilities
 
 
 
 <ul>
 <li>
 Takes orders through online platforms, emails or directly from the account manager.
 </li>
 <li>
 Informs customers in case of any out-of-stock products.
 </li>
 <li>
 Replies to all customer inquiries on anything related to the company&rsquo;s products.
 </li>
 <li>
 Informs account managers in case of any client credit issues to be resolved.
 </li>
 <li>
 Inputs email orders on the SAP system and replies with data on the delivery date and product availability.
 </li>
 <li>
 Sends a report to account managers three times a day regarding any issues with customers that can be resolved from their side, such as credit issues.
 </li>
 <li>
 Handles orders from plants (primary distribution) as well as orders for non-alcoholic beverages (NAB) and alcoholic beverages (AB) and PepsiCo.
 </li>
 <li>
 Follows up on all orders on the Business to Business system and informs customers in case of any issues.
 </li>
 <li>
 Send some orders to primary distribution.
 </li>
 <li>
 Handles all service complaints related to sales, drivers, and technicians. Inputs data on the system and informs the relevant teams to ensure that the issue is resolved on time based on service level agreement terms.
 </li>
 <li>
 Aligns with the supply chain department in case of complaints related to product shortages.
 </li>
 <li>
 Informs distribution manager of any issues related to delivery of products, such as inaccurate quantity.
 </li>
 <li>
 Handles and informs the quality team about finished goods&rsquo; complaints from consumer or customer or warehouses. Awaits feedback and reports any quality issues to the management.
 </li>
 <li>
 Handles complaints related to material-handling equipment. Registers complaints and informs the relevant parties.
 </li>
 <li>
 Ensures installation and de-installation of assets (fridge or draught) based on customer requests.
 </li>
 <li>
 Handles any visibility issues in collaboration with the marketing team.
 </li>
 <li>
 Conducts a &ldquo;voice of customer&rdquo; survey by calling customers and asking about their satisfaction and recommendations. Suggests action plans based on the survey results.
 </li>
 <li>
 Performs a maintenance survey by asking clients about the performance of the maintenance team.
 </li>
 <li>
 Updates and sends case fail rate (CFR) report to the supply chain team.
 </li>
 <li>
 Updates the performance dashboard with information on all the received calls, abandoned calls (reasons: agent, queue, other), and sales orders.
 </li>
 <li>
 Updates the PepsiCo dashboard with data on the number of orders for PepsiCo, volume in hectoliter, etc.
 </li>
 <li>
 Updates the complaints dashboard including: complaint sources, analysis versus the previous year, complaint per product, complaint per factory, etc.
 </li>
 <li>
 Updates the customer request order report and sends it to the sales team on a daily basis.
 </li>
 <li>
 Develops monthly maintenance and installation survey reports.
 
 
 </li>
 </ul>
 Disclaimer: Other duties assigned as needed.
 
 
 
 Education &amp; Experiences
 
 
 
 
 Educational Background
 
 
 
 Bachelor degree in Business Administration is preferable
 
 
 
 Years Of Experience
 
 
 
 0 -2 years of experience in in managing Call Center\Customer Service function.
 
 
 
 Qualifications &amp; Other Requirements
 
 
 
 Excellent command of English Language
 
 
 Skills in Microsoft (Excel &amp; PowerPoint), Power Bi is a plus
 
 
 Profound knowledge of ERP\Quality systems, preferably SAP
 
 
 Profound Knowledge of CRM systems, preferably Salesforce
 
 
 
 Personal Skills
 
 
 
 <ul>
 <li>
 Proactive
 </li>
 <li>
 Self-motivated
 </li>
 <li>
 Customer and Detailed oriented
 </li>
 <li>
 Interpersonal\communication skills
 </li>
 <li>
 Negotiation skills
 </li>
 <li>
 Problem solving and Decision maker; able to respond swiftly to arising issues take quick decisions.
 </li>
 <li>
 Able to manage stress and motivates
 </li>
 </ul>
 
 #addjob
 
 
 
</div>

Customer Service Officer - CSLP Support

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