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associate customer service specialist

call center specialist

seven

<div>
 <ul>
 <li>
 Handle inbound and outbound customer calls professionally and efficiently.
 </li>
 <li>
 Respond to customer inquiries regarding financing solutions, payment plans, and account details
 </li>
 <li>
 Provide accurate product and service information while maintaining high- quality standards.
 </li>
 <li>
 Resolve customer complaints, requests, and escalations with empathy and efficiency.
 </li>
 <li>
 Log all customer interactions accurately in the CRM system.
 </li>
 <li>
 Follow up on pending cases to ensure timely resolution.
 </li>
 <li>
 Coordinate with internal departments (Finance, Sales, Collections, etc.) to solve customer issues.
 </li>
 <li>
 Promote SEVEN&rsquo;s financing services and guide customers through the application process.
 </li>
 <li>
 Ensure compliance with company policies, data privacy, and Central Bank of Egypt regulations.
 </li>
 <li>
 Strive to meet and exceed individual and team KPIs (call handling time, satisfaction rate, etc.).
 </li>
 </ul>
 
 
 
 
 Bachelor&rsquo;s degree in Business Administration, Commerce, or any related field
 
 
 0-2 years of experience
 
 
 Customer service, preferably in financial services, banking, or telecom
 
 
 Strong problem-solving and customer-handling abilities.
 
 
 Active listening and conflict-resolution skills.
 
 
 
 
 
 Excellent communication and interpersonal skills (Arabic and English).
 
 
 Basic computer qualifications (Microsoft Office &amp; CRM tools).
 
</div>

Call Center Specialist

Amazon

<div>
 
 Description
 
 
 
 The goal of Amazon Logistics is to build a world class last mile operation. Amazon Logistics aims to exceed the expectations of our customers by ensuring that orders, no matter how large or small, are delivered as quickly, accurately, and cost effectively as possible.
 
 
 To continue to drive process excellence within our Last mile Delivery business, we are currently looking for a TREX (Transportation Excellence) Field Support which we call internally ACES Specialist.
 
 
 As an ACES (Amazon Customer Excellence Systems) Specialist, you will drive process standardization across SA operations. As a member of the TREX team itself, you will contribute to the optimization of the delivery stations operations, providing station with sufficient knowledge and appropriate tools to improve quality related KPIs.
 
 
 Your goal is to lead LM quality agenda by solving complex problems with simple and practical solutions by developing a deep knowledge of the operation processes. Creating effective communication plans to provide visibility to all impacted teams of the organization will help you to enable overall process alignment.
 
 
 Key job responsibilities
 
 
 On-ground support &amp; firsthand contact for station management regarding process improvements and benchmarking, you will work on effective change processes and contribute to network standardization via best practice sharing. You are in charge of monitoring the logistics and delivery success through set in station and on road performance indicators. You will set up actions plans and execute them to drive current performance to benchmark rates.
 
 
 In this position, you are a key driver for successful order execution thus positively influence our customer satisfaction.
 
 
 
 Basic Qualifications
 
 
 
 <ul>
 <li>
 Experience within a distribution center, logistics, or manufacturing environment
 </li>
 <li>
 Experience in problem solving and data analytics
 </li>
 <li>
 Experience participating in continuous improvement projects in your team to scale and improve controllership with measurable results
 </li>
 <li>
 Work flexible schedule including weekends, nights, and holidays
 </li>
 <li>
 Fluent in Arabic and English
 </li>
 <li>
 High level of written, verbal and interpersonal skills
 
 
 </li>
 </ul>
 
 Preferred Qualifications
 
 
 
 <ul>
 <li>
 Knowledge of statistics or other analytical techniques
 </li>
 <li>
 Basic understanding of Lean methodology
 </li>
 <li>
 Ability to deep dive in operations process and develop ideas for process challenges
 </li>
 <li>
 Capable of working the entire MS Office suite, especially Excel
 </li>
 <li>
 Proactive problem solving and hands on approach
 
 
 </li>
 </ul>
 Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you&rsquo;re applying in isn&rsquo;t listed, please contact your Recruiting Partner.
 
 
 
 
 Company
 
 - Souq.com for E-Commerce LLC - G32
 
 
 Job ID: A3133799
</div>

Field Support, ACES TREX

ELSEWEDY ELECTRIC POWER SYSTEMS PROJECTS

<div>
 
 
 
 MAIN PURPOSE OF JOB
 
 
 
 
 
 
 <ul>
 <li>
 Designing, engineering, implementing and supporting Cisco UCCE infrastructure (ICM, CVP, Finesse, CUIC, Web Chat and Call Manager) in a global multi-location contact center, corporate and branch office environment. Delivery of systems and technologies to enhance the customer experience through advanced technology development and execution on technology strategies for voice, data, and video services.
 </li>
 <li>
 Successful candidate will be responsible for the technical leadership, design, support, project management and deployment of Cisco UCCE solutions and supporting call center applications. Position will lead and implement technical projects to reduce cost, improve service or provide innovated business solutions consistent with business strategies. In this position, you will be responsible for the engineering, configuration, installation, maintenance and upgrade of the company Cisco VoIP deployment, supporting applications and network hardware. This will include installation of Cisco UCCE software, hardware setup &amp; testing, remote monitoring, scripting, and integration with other enterprise applications.
 </li>
 </ul>
 
 
 
 
 
 
 DUTIES AND RESPONSIBILITIES
 
 
 
 
 
 
 
 
 Primary Technical Skills:
 
 
 <ul>
 <li>
 Experience with multi-site UCCE configurations for a multi-location contact center.
 </li>
 <li>
 Experience with UCCE 11.x/12.X a plus running on Cisco UCS C series
 </li>
 <li>
 Cisco Call Manager and Unity voice mail configuration and troubleshooting experience
 </li>
 <li>
 Cisco ICM and CVP scripting and configuration experience
 </li>
 <li>
 Cisco IPT VoIP design, UCCE design, Cisco voice gateways
 </li>
 <li>
 Cisco Unified Intelligence Center(CUIC) reporting tool configuration experience
 </li>
 <li>
 Peripheral Gateway configuration experience to Cisco Call Manager
 </li>
 <li>
 Should have expertise in troubleshooting UC/UCCE/ICM/CVP/Gateways issues (SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis)
 </li>
 <li>
 Experience in developing and modifying custom CUIC reports is a plus
 </li>
 <li>
 Finesse desktop gadget development is a plus
 </li>
 </ul>
 
 
 
 
 
 Secondary Technical Skills:
 
 
 <ul>
 <li>
 Data Networking (Cisco routing/switching, QOS)
 </li>
 <li>
 Monitoring and Reporting Applications
 </li>
 <li>
 Telecommunications: FXO/FXS/PRI/T1/DS3 Circuits &amp; Signaling Protocols
 </li>
 <li>
 General Architecture (LAN/WAN Networks)
 </li>
 <li>
 General Architecture (Server hardware platforms)
 </li>
 <li>
 General Architecture (OS Platforms- 2008/2012, Unix, Linux)
 </li>
 <li>
 Database - Experience with Cisco data model and reporting, DB performance tuning
 </li>
 </ul>
 
 
 
 
 
 
 SAFETY AND QUALITY RESPONSIBILITIES
 
 
 
 
 
 
 <ul>
 <li>
 Comply with applicable environmental, health and safety laws and regulations, PSP policy and accepted safe work practices.
 </li>
 <li>
 Observe environmental, health and safety related signs, posters, warning signals and written directions.
 </li>
 <li>
 Be familiar with the emergency plan, the emergency assembly area and emergency coordinators for their location.
 </li>
 <li>
 Follow procedures and observe precautions for the use of special material.
 </li>
 <li>
 Follow safe operating procedures and Material Safety Data Sheet (MSDS) guidance applicable to work performed, if the work involves hazardous materials.
 </li>
 <li>
 Report all unsafe conditions to their supervisor or safety committee as soon as is reasonably possible.
 </li>
 <li>
 Follow procedures between departments.
 </li>
 <li>
 Comply with PSP QMS system.
 </li>
 <li>
 Comply with all Quality department audits for improving overall performance for IT department.
 </li>
 </ul>
 
 
 
 
 
 
 REQUIRED FUNCTIONAL QUALIFICATION
 
 
 
 <ul>
 <li>
 BSc degree in Communication Engineering, Computer Science, or related field.
 </li>
 <li>
 Cisco Certified Voice Association (CCNA)
 </li>
 <li>
 Cisco Certified Voice Professional (CCVP)
 </li>
 <li>
 Cisco Certified Network Professional (CCNP)
 </li>
 <li>
 Overall Experience: +4 years
 </li>
 </ul>
 
 
</div>

IT Senior Specialist - Network

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

<div>
 
 Position Overview
 
 
 The Quality Assurance Analyst is responsible for evaluating transactions between Operations Customer Experts (OCEs) and Customers (Voice, Email, Chat, Click-to-Call, social media or other channels) to identify and suggest opportunities for improvement within the project's processes in order to help TP meet our client&rsquo;s expectations and increase our end user&rsquo;s, OCEs and client&rsquo;s satisfaction.
 
 
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 <ul>
 <li>
 Maintain independence and objectivity while evaluating and assessing OCEs quality performance.
 </li>
 <li>
 Ensuring independence in Quality Assurance (QA) evaluations of Operations CustomerExperts (OCEs) is crucial to maintaining fairness, accuracy, and credibility.
 </li>
 <li>
 Independence means that QA analysts evaluate OCE performance objectively, free from personal biases or external influences.
 </li>
 <li>
 Calibration Sessions: Regularly conduct calibration meetings to align evaluators and ensure consistent interpretation and application of evaluation criteria.
 </li>
 <li>
 Detailed Evaluations: QA analysts must clearly document the rationale for each score, providing specific evidence from the call or interaction to support their assessments.
 </li>
 <li>
 Spot Checks on Supervisor Evaluations: Conduct periodic spot checks on evaluations performed by Operations Supervisors to verify accuracy, consistency, and adherence to established QA guidelines. This helps identify and correct potential biases or discrepancies in their assessments.
 </li>
 <li>
 Findings/identification that allow the improvement of OCEs - Operations CustomerExperts and operational results.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 Identify risks in the projects and suggest ways of internal control to mitigate the associated risks.
 </li>
 <li>
 Identify potential fraud and security-related issues: short calls, authentication, tools, sales, referrals.
 </li>
 <li>
 Provide valuable information about the project to the Quality Assurance Assistance Manager.
 </li>
 <li>
 Deliver productivity.
 </li>
 <li>
 Identify training needs.
 </li>
 <li>
 Reporting of nonconforming situations; End Customers support through calls (inbound and outbound) and other channels (chat, email, click to call, back office...).
 </li>
 <li>
 Interaction with other departments in order to improve or maximize results.
 </li>
 <li>
 Be an active part in the processes of continuous improvement, proposing improvement and innovations methods across the department and the company (producing fresh and imaginative ideas and solutions).
 </li>
 <li>
 Ensure all TP processes, procedures and policies are fulfilled.
 </li>
 </ul>
 
 
 
 
 
 
 
 Required Qualifications
 
 <ul>
 <li>
 Bachelor&rsquo;s degree
 </li>
 <li>
 Fluency in English.
 </li>
 <li>
 Work Experience: up to two years of experience in Contact Center.
 </li>
 </ul>
 
 
 
 
 
 
 
 Soft Skills &amp;Other Requirements
 
 
 
 
 <ul>
 <li>
 Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).
 </li>
 <li>
 Understands contact center business and trends.
 </li>
 <li>
 Analytical skills and proactive reporting insights. Skills to be trained:
 </li>
 <li>
 Client Product Training; Use of production tools.
 </li>
 <li>
 Use of phone - email System.
 </li>
 <li>
 Use of BMS System. Competencies and specific skills:
 </li>
 <li>
 Achievement oriented.
 </li>
 <li>
 Communication skills.
 </li>
 <li>
 Customer oriented.
 </li>
 <li>
 Diversity orientation.
 </li>
 <li>
 Judgment.
 </li>
 </ul>
 
 
</div>

Quality Assurance Analyst (Customer Service)

<div>
 
 
 Job Title: German
 
 Quality Assurance Analyst.
 
 
 
 
 
 
 Work Week:
 
 Monday to Friday.
 
 
 
 
 
 
 Department:
 
 Digital Services and Transformation; Operations.
 
 
 
 
 
 
 Reports To:
 
 Operations.
 
 
 
 
 
 
 
 
 
 Position Overview:
 
 
 
 
 
 
 The Quality Assurance Analyst is responsible for evaluating transactions between Operations Customer Experts (OCEs) and Customers (Voice, Email, Chat, Click-to-Call, social media or other channels) to identify and suggest opportunities for improvement within the project's processes in order to help TP meet our client&rsquo;s expectations and increase our end user&rsquo;s, OCEs and client&rsquo;s satisfaction.
 
 
 
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 (may perform other duties as requested, not specifically addressed in this document)
 
 
 
 
 
 
 Maintain independence and objectivity while evaluating and assessing OCEs quality performance. Ensuring independence in Quality Assurance (QA) evaluations of Operations Customer Experts (OCEs) is crucial to maintaining fairness, accuracy, and credibility. Independence means that QA analysts evaluate OCE performance objectively, free from personal biases or external influences, by adhering to the following principles:
 
 
 
 
 <ul>
 <li>
 Avoid Conflicts of Interest: QA analysts should not evaluate Operations Customer Experts they supervise or work closely with to prevent biased assessments.
 </li>
 <li>
 Objective Oversight: Ensure QA analysts do not have personal or professional relationships with the Operations Customer Experts being evaluated. If this is the case, the evaluations must be performed by another Quality Assurance Analyst.
 </li>
 <li>
 Calibration Sessions: Regularly conduct calibration meetings to align evaluators and ensure consistent interpretation and application of evaluation criteria.
 </li>
 <li>
 Detailed Evaluations: QA analysts must clearly document the rationale for each score, providing specific evidence from the call or interaction to support their assessments.
 </li>
 <li>
 Spot Checks on Supervisor Evaluations: Conduct periodic spot checks on evaluations performed by Operations Supervisors to verify accuracy, consistency, and adherence to established QA guidelines. This helps identify and correct potential biases or discrepancies in their assessments.
 </li>
 <li>
 Findings/identification that allow the improvement of OCEs - Operations Customer Experts and operational results.
 </li>
 <li>
 Consistency.
 </li>
 <li>
 Identify risks in the projects and suggest ways of internal control to mitigate the associated risks.
 </li>
 <li>
 Identify potential fraud and security-related issues: short calls, authentication, tools, sales, referrals.
 </li>
 <li>
 Provide valuable information about the project to the Quality Assurance Assistance Manager.
 </li>
 <li>
 Deliver productivity.
 </li>
 <li>
 Identify training needs.
 </li>
 <li>
 Reporting of nonconforming situations; End Customers support through calls (inbound and outbound) and other channels (chat, email, click to call, back office...).
 </li>
 <li>
 Interaction with other departments in order to improve or maximize results.
 </li>
 <li>
 Be an active part in the processes of continuous improvement, proposing improvement and innovations methods across the department and the company (producing fresh and imaginative ideas and solutions).
 </li>
 <li>
 Ensure all TP processes, procedures and policies are fulfilled.
 </li>
 </ul>
 
 
 
 
 
 Required Qualifications:
 
 
 
 
 
 <ul>
 <li>
 Education and specific Training: Bachelor&rsquo;s degree or Graduate (preferentially).
 </li>
 <li>
 Fluency in German B2 Level and English.
 </li>
 <li>
 Work Experience: At least 6 Months up to one year of experience in Quality Assurance and in Contact Center.
 </li>
 </ul>
 
 
 
 
 
 Soft Skills &amp;Other Requirements:
 
 
 
 
 
 
 
 Technical Skills Hiring Requirements:
 
 
 <ul>
 <li>
 Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).
 </li>
 <li>
 Understands contact center business and trends.
 </li>
 <li>
 Analytical skills and proactive reporting insights. Skills to be trained:
 </li>
 <li>
 Client Product Training; Use of production tools.
 </li>
 <li>
 Use of phone - email System.
 </li>
 <li>
 Use of BMS System.
 </li>
 </ul>
 
 
 
 
 
 Competencies and specific skills:
 
 
 <ul>
 <li>
 Achievement oriented.
 </li>
 <li>
 Communication skills.
 </li>
 <li>
 Customer oriented.
 </li>
 <li>
 Diversity orientation.
 </li>
 <li>
 Judgment.
 </li>
 </ul>
 
 
 
 
 You can Apply Here and Also you can share your resume Mentioning "German QA" as a Subject with HR Dina through her Email Address
 
 dina.mohamed.3435@teleperformance.com
 
 
 
 
</div>

German QA Analyst(Customer Service)

PepsiCo

<div>
 
 Overview
 
 
 
 People Experience &amp; Operations Sr. Associate (Employee Services) role acts as the first line of support for HR-related queries, ensuring efficient service delivery, process optimization, and compliance across all HR operations.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Serve as the primary contact for HR queries, ensuring timely resolution or appropriate redirection.
 </li>
 <li>
 Log and manage employee inquiries using the ticketing system (e.g., SNOW).
 </li>
 <li>
 Triage tickets to relevant HR teams and monitor resolution timelines.
 </li>
 <li>
 Identify and implement process improvements and automation opportunities.
 </li>
 <li>
 Track and report recurring issues, providing insights and recommendations.
 </li>
 <li>
 Maximize first-call resolution to reduce escalations.
 </li>
 <li>
 Prepare weekly and monthly reports on call center performance and activities.
 </li>
 <li>
 Advise employees on HR policies, entitlements, and procedures.
 </li>
 <li>
 Ensure service delivery meets defined SLAs and KPIs.
 </li>
 <li>
 Support onboarding, training, and documentation for HR team members.
 </li>
 <li>
 Generate and manage attendance reports (e.g., overtime, absences, penalties).
 </li>
 <li>
 Ensure accurate payroll integration for attendance-related transactions.
 </li>
 <li>
 Issue disciplinary letters and maintain documentation.
 </li>
 <li>
 Troubleshot payroll issues for Level 5 employees.
 </li>
 <li>
 Process vendor invoices and monitor payment status.
 </li>
 <li>
 Manage Talent Acquisition applications for Level 3 roles.
 </li>
 <li>
 Handle ID card issuance, replacements, and deactivations.
 </li>
 <li>
 Issue HR letters and conduct exit interviews for Level 3 employees.
 </li>
 <li>
 Analyze exit interview data to support strategic HR decisions.
 </li>
 <li>
 Execute monthly closing amendments accurately and on time.
 </li>
 <li>
 Manage SMS communication tools, including approvals and credit tracking.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 HR Shared Services process and SLA management experience
 </li>
 <li>
 Process management and continuous improvement with a focus on optimization and productivity
 </li>
 <li>
 Very good English language skills
 </li>
 <li>
 Very good command of MS office and its applications
 </li>
 <li>
 Strong communication skills
 </li>
 <li>
 Demonstrated track record of strong service delivery
 </li>
 <li>
 Stakeholder management and empathy
 </li>
 <li>
 Ability to priorities and identify potential issues prior to escalations
 </li>
 </ul>
</div>

People Experience and Operations Senior Associate (Service Center)

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