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call center officer - call center Jobs in Cairo

call center officer - call center

call centre quality & training manager Jobs in Cairo

call centre quality & training manager

call center representative

Emirates NBD

<div>
 
 
 We seek a friendly and customer-focused individual to join our inbound contact center team in Cairo, Egypt. In this role, you will be our valued customers' first point of contact, answering their questions, addressing their concerns, and ensuring they have a positive experience with our bank.
 
 
 
 
 
 
 
 What You'll Do
 
 
 <ul>
 <li>
 Provide exceptional customer service experience by answering inbound calls promptly and professionally.
 </li>
 <li>
 Respond to various customer inquiries regarding our banking products and services.
 </li>
 <li>
 Efficiently resolve customer complaints and issues, escalating complex cases as needed.
 </li>
 <li>
 Accurately record customer information and interactions in our system.
 </li>
 <li>
 Identify opportunities to improve customer experience and streamline processes.
 </li>
 <li>
 Adhere to established procedures and comply with information security and data privacy policies.
 </li>
 </ul>
 
 
 
 
 
 What You'll Need
 
 
 <ul>
 <li>
 Job location: New Cairo, Egypt
 </li>
 <li>
 Bachelor's degree in any field
 </li>
 <li>
 Excellent English communication skills (written and verbal).
 </li>
 <li>
 Ability to work on rotational shifts and weekends.
 </li>
 <li>
 Strong problem-solving and interpersonal skills.
 </li>
 <li>
 Available to join immediately.
 </li>
 <li>
 A proactive and customer-centric approach.
 </li>
 </ul>
 
 
 
 
 
 Bonus Points
 
 
 <ul>
 <li>
 Previous experience in a customer service role, preferably within the banking industry.
 </li>
 </ul>
 
 
 
 
 
 Benefits
 
 
 <ul>
 <li>
 Competitive salary
 </li>
 <li>
 Incentives based on the KPIs achieved
 </li>
 <li>
 Health insurance
 </li>
 <li>
 Social insurance
 </li>
 <li>
 Career development opportunities
 </li>
 </ul>
 
 
</div>

Call Center Representative

QNB Egypt

<div>
 
 
 Job Summary:
 
 
 
 
 
 
 Act as a primary contact point for QNB clients/nonclients. Answer incoming calls received, respond to inquiries, manage complaints, identify significant customer service problems, and provide general information.
 
 
 
 
 
 
 Duties &amp; Responsibilities:
 
 
 
 
 
 
 1.Handle all customer inquiries &amp; requests.
 
 
 2. Identify and escalate issues to Team Leader
 
 
 3. Provide product and service information to clients. Cross sell products and services to clients &amp; nonclients according to Contact Center processes and set the needed appointments with concerned Network.
 
 
 4. Document all call information on the relevant systems.
 
 
 5. Send all customer inquiries, requests, appointments, &amp; referrals to the network &amp; related head office departments.
 
 
 6. Determine customers&rsquo; needs and achieve customer satisfaction.
 
 
 7. Answer &amp; process clients&rsquo; inquiries, requests &amp; complaints received according to Contact Center processes.
 
 
 8. Suggest ideas to enhance the service level offered to the clients.
 
 
 9. Handle campaigns if availability of queuing needs, for example (covering shortage, crisis, huge campaign, etc&hellip;.).
 
 
 10. Replace the Customer Service Team Leader in case of unavailability.
 
 
 11. Assist the Customer Service Team Leader in providing guidance &amp; advice to the team members.
 
 
 12. Ensure the correct functioning and implementation of the Permanent Supervision, Compliance and Money Laundering, Operational Risk, and Workplace Success Guidelines whenever and wherever possible.
 
 
 13. Adhere to QNB policies &amp; procedures in order to guarantee that QNB business is conducted in compliance with Local Laws, Internal Rules &amp; Regulations, as well as International Standards.
 
 
 
 
 
 
 Education
 
 :
 
 
 
 
 
 Bachelor&rsquo;s Degree in marketing, Business Administration or Commerce
 
 
 
 
 
 
 Experience:
 
 
 
 
 
 <ul>
 <li>
 0-2 years of experience in the related field .
 </li>
 </ul>
 
 
 
 
 
 Skills:
 
 
 
 
 
 <ul>
 <li>
 Handling Skills and Customer Oriented Attitude
 </li>
 <li>
 Excellent Interpersonal &amp; selling skills
 </li>
 <li>
 High communication skills, especially verbal
 </li>
 <li>
 Ability to work under pressure &amp; shifts basis
 </li>
 <li>
 Good knowledge of computer and telephony Environment
 </li>
 <li>
 Fluency in Arabic and English written/spoken
 </li>
 </ul>
 
 
</div>

Outsourced- Customer Service Representative Contact Center

The HEINEKEN Company

<div>
 
 Job Purpose
 
 
 
 To provide excellent customer service by handling incoming and outgoing calls, responding to customer inquiries, processing orders, resolving complaints efficiently, and ensuring a positive customer experience that supports the retail business objectives.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Handle incoming customer calls and respond promptly to inquiries regarding orders, products, store locations, and promotions.
 </li>
 <li>
 Process customer orders, returns, and exchanges accurately in the system.
 </li>
 <li>
 Record all customer interactions and feedback in the CRM system for tracking and reporting.
 </li>
 <li>
 Resolve customer complaints professionally and escalate complex cases to the supervisor when necessary.
 </li>
 <li>
 Follow up on pending cases to ensure timely resolution and customer satisfaction.
 </li>
 <li>
 Support online and in-store operations through coordination with retail branches, delivery teams, and logistics.
 </li>
 <li>
 Maintain up-to-date knowledge of products, policies, and ongoing promotions.
 </li>
 <li>
 Contribute to meeting call center KPIs such as response time, first-call resolution, and customer satisfaction scores.
 </li>
 <li>
 Participate in regular team meetings and training sessions to enhance service quality.
 </li>
 </ul>
 
 #addjob
 
 
 
</div>

Call Center Officer - Call Center

Talent 360 ME

<div>
 
 CardoO is hiring Customer Services
 
 
 
 
 What You&rsquo;ll Do:
 
 
 
 <ul>
 <li>
 Handle customer inquiries via phone, email, chat, and social media.
 </li>
 <li>
 Provide accurate information about products, services, and policies.
 </li>
 <li>
 Resolve issues efficiently while maintaining a positive customer experience.
 </li>
 <li>
 Process orders, returns, and exchanges when required.
 </li>
 <li>
 Escalate complex cases to the appropriate teams and follow up until resolved.
 </li>
 <li>
 Record and track customer interactions in our system to ensure quality service.
 </li>
 <li>
 Collaborate with internal teams to continuously improve customer satisfaction.
 
 
 
 </li>
 </ul>
 
 What We&rsquo;re Looking For:
 
 
 
 <ul>
 <li>
 Previous experience in customer service, call center, or support role (e-commerce/retail background preferred).
 </li>
 <li>
 Very Good communication skills in Arabic &amp; English (spoken and written).
 </li>
 <li>
 Strong problem-solving skills and ability to handle challenging situations with patience.\
 </li>
 <li>
 Good computer skills and familiarity with Odoo/ticketing systems.
 </li>
 <li>
 A positive attitude, empathy, and a customer-first mindset.
 </li>
 <li>
 Flexibility to work in shifts is required.
 </li>
 <li>
 Company Industry: Consumer Electronics
 </li>
 <li>
 Company Website: https://cardoo.co/
 </li>
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 Work Location: Remotely
 </li>
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 Working Hours: 8 Hours - Rotational
 </li>
 <li>
 Working Days: 5 Working Days
 </li>
 <li>
 Days Off: 2 Rotational Days
 </li>
 </ul>
</div>

Customer - Service

Coca-Cola HBC

<div>
 
 
 Department:
 
 Data, Insights &amp; AI Products &amp; Platforms
 
 
 
 Location:
 
 Egypt (Cairo).
 
 
 
 
 
 Unified Voice Services Engineer is a key member of the Unified Voice Services agile team within the Network and Communications ART. The successful candidate will be responsible for managing our commercial contact center application, SBC infrastructure, and working with the fixed telephony service provider. Additional responsibilities include providing voice designs, drive projects, potential optimization, creating technical documentation and standards, developing automation in voice area, incident/problem resolution, software, and hardware lifecycle management. Ensure that the critical contact center and voice infrastructure is secure, available, right sized, and compliant with all regulatory guidelines.
 
 
 
 
 
 
 YOUR NEW KEY RESPONSIBILITIES:
 
 
 
 
 
 <ul>
 <li>
 Configure, and maintain Session Boarder Controllers network, call routing, trunks and policies.
 </li>
 <li>
 Configure and maintain Microsoft TEAMS Direct Routing, users, call routing policies, TEAMS IP phones, analog gateways, and all standard telephony features.
 </li>
 <li>
 Configure and maintain Genesys PureCloud Contact Center application, including call routing, call flows, call queues, IVR, call recording, campaigns, and call surveys.
 </li>
 <li>
 Research innovative technologies for Contact Center.
 </li>
 <li>
 Assist and ticketing support with day-to-day Contact Center and fix telephony issues and support business team till their resolution.
 </li>
 <li>
 Lifecycle management for existing hardware - identify, budget for replacements, plan and execute hardware refresh.
 </li>
 <li>
 Performance and availability monitoring of PSTN connectivity (Utilizing vendor provided tools).
 </li>
 <li>
 Troubleshooting &amp; Diagnostics - Call flow analysis, SIP traces, logs.
 </li>
 <li>
 Optimize telephony network and identify areas of improvement.
 </li>
 <li>
 Vendor management and service level management.
 </li>
 <li>
 Regular review and update of contact center and telephony documentation, designs, and inventories.
 </li>
 <li>
 Lead agile product enhancement request and changes in the Contact Center area.
 </li>
 <li>
 Maintain appropriate status of tasks and follow-up with business partners, vendors, and internal resources.
 </li>
 <li>
 Escalating tickets to third party vendors and suppliers. Keep ownership till final ticket resolution is provided.
 </li>
 <li>
 Act as a subject matter expert, participate in troubleshooting sessions related to complex problems.
 </li>
 </ul>
 
 
 
 
 
 ARE THESE YOUR SECRET INGREDIENTS?
 
 
 
 
 
 <ul>
 <li>
 Minimum of 4 years of experience designing, implementing, administering, and supporting fixed voice infrastructure and contact center solutions in an enterprise environment.
 </li>
 <li>
 An associate or bachelor&rsquo;s degree in information systems, or Telecommunication Technologies. Experience in key Information Technology competencies will be considered in lieu of a formal degree.
 </li>
 <li>
 Demonstrated experience in the management and support of:
 </li>
 </ul>
 
 Genesys PureCloud application and AudioCodes SBC&rsquo;s (will be considered as a plus).
 
 
 Microsoft TEAMS Direct Routing.
 
 
 PBX systems, SIP IP phones, and analog gateways.
 
 <ul>
 <li>
 Mandatory technical knowledge in:'
 </li>
 </ul>
 
 ISDN, SIP protocols, VoIP, RTP, Codec&rsquo;s and connectivity with telecom operators.
 
 
 Contact Center setup and management - users, call flows, call queues, call reporting, skill-based routing, IVR and ACD.
 
 
 Session Boarded Controller management - call routing, user management
 
 <ul>
 <li>
 Knowledge and/or experience are considered as a plus:
 </li>
 </ul>
 
 Network area - WAN, LAN, switching, routing, and firewalling
 
 
 Public cloud solution - Azure and AWS
 
 
 Troubleshooting tools - Wireshark or similar
 
 <ul>
 <li>
 Proven record with Scaled Agile Framework (SAFe), and concepts of the DevOps model (Certifications are considered as a plus)
 </li>
 <li>
 Experience with ServiceNow ticketing system, understanding of ITIL processes (Incident, Problem and Request fulfillment)
 </li>
 <li>
 Persuasive communication and collaboration skills in an enterprise environment
 </li>
 <li>
 Ability to work well independently and/or as part of a team.
 </li>
 </ul>
 
 
 
 
 
 ABOUT YOUR NEW TEAM
 
 
 
 
 
 
 We are Coca-Cola Hellenic, a growth-focused consumer goods business and strategic bottling partner of the Coca-Cola Company. We bottle, distribute and sell an unrivalled range of products in 29 markets in Europe, Africa and Eurasia. As we do, we create value for all stakeholders, support socio-economic growth and build a more positive environmental impact.
 
 
 We bring together more than 30,000 people from over 70 nationalities, coming from five continents. The diversity of our markets, from mature to emerging economies, provides a wide range of attractive opportunities for growth.
 
 
 We nurture our talents. We give opportunities to people across all functions and levels, as well as different geographies, backgrounds and education. We are willing to take a risk on the people we believe in, even if they don&rsquo;t have the perfect experience. We have faith in what every person can be.
 
 
 And although we have so much to be proud of, we always stay humble. We believe the real magic happens &ndash; for us and for you &ndash; when we OPEN UP.
 
 
 
 
 
 
 AT COCA-COLA HBC, DIVERSITY HELPS US THRIVE
 
 
 
 
 
 
 At Coca-Cola HBC, we are an inclusive employer that thrives on diversity. This means our environment provides equal opportunities for all, regardless of race, color, religion, age, disability, sexual orientation, or gender identity. Join us in nurturing a culture where everyone belongs and contributes to our collective success.
 
 
 
</div>

Unified Voice Services Engineer

Concentrix

<div>
 Job Title:
 
 
 B2B Business Development Representative
 
 
 
 Job Description
 
 
 
 The Business Development Representative is responsible for marketing the company&rsquo;s products and/or services with the intent of generating prospective customers. Identifies and qualifies leads in the sales cycle in order to support the sales team goals. Works under close supervision in accordance with specific and detailed instructions.
 
 
 <ul>
 <li>
 Generate and qualify high volume leads for sales opportunities; Achieve targets and activity metrics within assigned territory
 </li>
 <li>
 Initiate outbound telephone calls as follow up to marketing campaigns and inbound 'leads' (from website, events, webinars, etc.) to understand audience interest and further the sales discussion
 </li>
 <li>
 Answers questions from and provides knowledgeable product and services information to call recipients
 </li>
 <li>
 Gathers and records customer information, builds account plans for prospecting by researching and analyzing the prospective company in areas such as financials, employees, culture, and brand
 </li>
 <li>
 Follows up on initial sales contacts via telephone, email, or other correspondence
 </li>
 <li>
 Provides sales forecasts
 </li>
 <li>
 Represent the company at networking and marketing events
 </li>
 <li>
 Maintains records of contacts and accounts, responsible for maintaining good working relationships with prospects throughout the entire sales cycle
 
 
 </li>
 </ul>
 Location:
 
 
 EGY Cairo - Plot no. 53, North Teseen st building 202
 
 
 Language Requirements:
 
 
 Time Type:
 
 
 Full time
 
 
 
 If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
 
 
 
 
 R1622773
 
</div>

B2B Business Development Representative

<div>
 <ul>
 <li>
 Lead a team of inbound agents within the customer relationship center to respond to clients&rsquo; inquiries within established guidelines and quality standards.
 </li>
 <li>
 Develop &ndash; with the Service Manager &ndash; the weekly schedule for the inbound team to safely meet the traffic of incoming calls within the center.
 </li>
 <li>
 Coordinate the daily scheduling of agents and effectively manage any deviations to the weekly schedule.
 </li>
 <li>
 Supervise the day-to-day operations of the inbound team and provide any guidance and support when required.
 </li>
 <li>
 Monitor the adherence of the inbound team to the agreed key performance indicators, service level agreements and quality standards.
 </li>
 <li>
 Respond to and manage escalated calls, hard calls as well as regular calls during high traffic periods.
 </li>
 <li>
 Supervise and ensure adherence of the inbound team to the floor rules and established procedures.
 </li>
 <li>
 Monitor samples of the inbound team&rsquo;s call and provide guidance when required.
 </li>
 <li>
 Contribute to the performance evaluation and propose development initiatives to support the achievement of a competent team.
 </li>
 </ul>
 
 
</div>

Inbound Team Leader

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