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customer service specialist

call center team leader

Future Group Language Solutions

<div>
 
 Job Description
 
 
 
 
 Jadeer is Hiring on behalf of one of our clients &mdash; a leading fintech company
 
 in digital payments and consumer finance across the Middle East.
 
 
 
 Location:
 
 New Cairo
 
 
 
 What You'll Do
 
 
 
 <ul>
 <li>
 Handle customer inquiries via calls in a professional manner
 </li>
 <li>
 Support customers with accounts, transactions, and payment-related questions
 </li>
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 Resolve complaints efficiently and ensure customer satisfaction
 </li>
 <li>
 Update customer data and interactions on the system
 </li>
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 Escalate complex issues when needed and follow up on resolution
 </li>
 <li>
 Meet performance targets (quality, response time, etc.)
 
 
 
 </li>
 </ul>
 
 What We're Looking For
 
 
 
 <ul>
 <li>
 0&ndash;2 years of experience in customer service or call center roles
 </li>
 <li>
 Very good English &amp; Arabic communication skills
 </li>
 <li>
 Strong problem-solving and customer-focused mindset
 </li>
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 Ability to work in a fast-paced environment
 </li>
 <li>
 Basic computer skills (CRM is a plus)
 </li>
 <li>
 Flexibility with rotational shifts
 
 
 
 </li>
 </ul>
 
 Why Join?
 
 
 
 <ul>
 <li>
 Work with a fast-growing fintech leader
 </li>
 <li>
 Dynamic and supportive environment
 </li>
 <li>
 Real career growth opportunities
 
 </li>
 </ul>
</div>

English Customer Service

Foundever

<div>
 
 About Us
 
 
 
 Foundever&reg; is a global leader in the #CustomerExperience (#CX) industry. Create Connection. Value Conversation.
 
 
 
 Job Summary
 
 
 
 
 Job Summary:
 
 
 
 The L&amp;D Specialist will support the continuous development of customer service teams within a fast-paced BPO environment. This role focuses on improving operational performance through targeted learning interventions, aligning training programs with KPIs such as CSAT, AHT, FCR, and Quality Scores. The role requires a strong focus on measurable business impact and ROI.
 
 
 
 Primary Job Responsibilities
 
 
 
 
 Key Responsibilities:
 
 
 
 <ul>
 <li>
 Design and develop training materials tailored to contact center operations (customer service, sales, technical support).
 </li>
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 Screen and evaluate learning content to ensure alignment with business goals and operational KPIs.
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 Identify target audiences (new hires, tenured agents, team leaders) and customize training approaches accordingly.
 </li>
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 Partner with Operations, Quality, and Workforce Management teams on cross-functional projects.
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 Support onboarding (new hire training), nesting, and continuous learning programs.
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 Develop and implement competency frameworks for agents and team leaders.
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 Analyze performance gaps using data (QA scores, CSAT, AHT, FCR) and recommend learning solutions.
 </li>
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 Measure training effectiveness beyond satisfaction, focusing on behavior change and business results.
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 Track and report ROI of training initiatives, linking learning outcomes to operational improvements.
 </li>
 <li>
 Provide coaching support and upskilling initiatives to improve agent performance.
 
 
 </li>
 </ul>
 
 Job Requirements
 
 
 
 <ul>
 <li>
 Minimum of 1 year of experience in Learning &amp; Development, preferably within a BPO or contact center environment.
 </li>
 <li>
 Previous training and facilitation experience is a must.Proficiency in English language at C1 level is a must.
 </li>
 <li>
 Experience in instructional design, training delivery, and content creation.
 </li>
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 Strong understanding of contact center KPIs (CSAT, AHT, FCR, QA).Experience in competency framework development.
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 Proven experience working on cross-departmental projects (Operations, QA, WFM).
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 Strong analytical mindset with the ability to measure training impact on business performance.
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 Excellent communication, presentation, and stakeholder management skills.Ability to work in a fast-paced, performance-driven environment.
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 Certifications such as TTT (Train the Trainer), PCT (Professional Certified Trainer), or TOT (Training of Trainers) are preferred.
 
 
 </li>
 </ul>
 
 KPIs (Key Performance Indicators)
 
 
 
 <ul>
 <li>
 Improvement in CSAT (Customer Satisfaction Score) post-training.Reduction in AHT (Average Handling Time) where applicable.
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 Improvement in FCR (First Call Resolution).Increase in Quality Assurance (QA) scores.
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 Training ROI (performance improvement vs. training cost).
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 Speed to proficiency for new hires (time to go live / nesting success rate).Reduction in repeat errors or escalations.
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 Stakeholder satisfaction (Operations &amp; Clients).
 </li>
 </ul>
</div>

L&D Specialist

Bevatel

<div>
 Bevatel is looking for an AI Product Owner who owns the backlog and delivery of AI‑powered features across customer‑facing experiences (Call Center, Business Chat, SMS touchpoints). Focuses on how AI improves agent productivity, reporting and automation, coordinating with platform teams on AI services.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Maintain and prioritize the AI experience backlog (e.g., AI call analytics, AI agents, AI tagging, AI‑assisted replies).
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 Translate strategic AI objectives into actionable user stories and acceptance criteria.
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 Work with Call Center, Chat, SMS and Core teams to embed AI into their workflows consistently.
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 Coordinate with platform/engineering on AI service capabilities, constraints and performance.
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 Lead agile ceremonies for AI‑focused work, track progress and manage cross‑team dependencies.
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 Validate AI features with users and internal stakeholders; iterate based on feedback and data.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 3+ years as a Product Owner, PM or BA in SaaS; exposure to AI/ML features is mandatory.
 </li>
 <li>
 Understanding of contact center or messaging workflows is advantageous.
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 <li>
 Strong communication skills bridging business, UX and technical teams.
 </li>
 <li>
 Experience with Agile delivery and backlog management tools.
 </li>
 </ul>
</div>

AI Product Owner

بنك التعمير والإسكان HD Bank

<div>
 
 
 Job Summary:
 
 
 
 
 
 
 To lead all aspects of inbound communication operations to ensure the delivery of an excellent customer experience, achieve strategic operational performance goals, and enhance operational quality and efficiency, while managing the team, resources, and relevant technologies.
 
 
 
 &hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;&hellip;
 
 
 
 
 
 
 
 Job Responsibilities:
 
 
 
 
 
 <ul>
 <li>
 Participate in developing a clear vision for the Inbound Call Center that aligns with the bank&rsquo;s general objectives and establishing strategies to enhance efficiency and service quality.
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 Develop and implement Standard Operating Procedures (SOPs), quality assurance standards, and compliance protocols to ensure the delivery of consistent, high-quality service.
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 Analyze customer feedback, performance indicators, and market trends to identify improvement opportunities and implement necessary changes.
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 Supervise the selection, implementation, and management of all call center software and equipment, such as Customer Relationship Management (CRM) systems and Automatic Call Distribution (ACD) systems.
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 Setting performance goals and Key Performance Indicators (KPIs) and conducting periodic performance evaluations.
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 Mentoring and training team leaders and their subordinates to improve skills, resolving complex issues, and creating a positive work environment.
 </li>
 </ul>
 
 
 
 
 
 Job Qualifications:
 
 
 
 
 
 <ul>
 <li>
 A University Degree.
 </li>
 <li>
 A minimum of 5 years of experience in Call Centers, with at least 3 years in supervisory or managerial roles within the
 
 inbound banking sector
 
 .
 </li>
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 Strong leadership skills and the ability to guide and motivate multi-level teams.
 </li>
 <li>
 Proficiency in data analysis and Key Performance Indicators (KPIs) with the ability to make effective corrective decisions.
 </li>
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 Expertise in using Call Management Systems and Customer Relationship Management (CRM) systems.
 </li>
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 Fluency in English and proficiency in computer applications, CRM software, and banking systems.
 </li>
 </ul>
 
 
</div>

Call Center Unit Manager

<div>
 
 Jadeer
 
 is hiring a
 
 Customer Care Advisor
 
 on behalf of one of our clients based in Egypt, New Cairo. Our client is a leading fintech company in the digital payments and consumer finance sector across the Middle East. Through partnerships with major retail and e-commerce brands, the company delivers innovative, technology-driven payment solutions that enhance customer purchasing power and promote a seamless shopping experience.
 
 
 Job Title:
 
 Customer Care Advisor
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Handle inbound and outbound customer calls in a professional and timely manner.
 </li>
 <li>
 Address customer inquiries related to accounts, transactions, payment plans, and technical concerns.
 </li>
 <li>
 Resolve complaints efficiently while ensuring compliance with company policies and service standards.
 </li>
 <li>
 Accurately document customer interactions and update CRM systems with relevant information.
 </li>
 <li>
 Escalate complex cases to relevant departments when necessary and follow up to ensure resolution.
 </li>
 <li>
 Maintain high levels of customer satisfaction and achieve defined KPIs (e.g., call handling time, first call resolution, quality scores).
 </li>
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 Stay updated on products, services, policies, and ongoing promotions.
 </li>
 <li>
 Contribute to continuous improvement initiatives by sharing customer feedback and insights.
 
 
 
 </li>
 </ul>
 
 Qualifications &amp; Requirements
 
 
 
 <ul>
 <li>
 Bachelor's degree in Business Administration, Commerce, Communications, or a related field (preferred).
 </li>
 <li>
 0&ndash;2 years of experience in customer service, call center, or contact center environments (experience in fintech, banking, or e-commerce is an advantage).
 </li>
 <li>
 Excellent verbal communication skills in English and Arabic.
 </li>
 <li>
 Strong problem-solving abilities and customer-oriented mindset.
 </li>
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 Ability to handle high call volumes and work under pressure in a fast-paced environment.
 </li>
 <li>
 Proficiency in using CRM systems and basic computer applications.
 </li>
 <li>
 Flexibility to work rotational shifts, including weekends and public holidays if required.
 </li>
 <li>
 Strong interpersonal skills, adaptability, and a positive attitude.
 
 
 
 </li>
 </ul>
 If you are passionate about customer experience and eager to grow your career in a thriving fintech environment, we encourage you to apply and join a team that values innovation, excellence, and customer satisfaction.
</div>

Customer Care

HSBC

<div>
 
 Why join us
 
 
 
 To continuously provide high quality processing GPS to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA&rsquo;s). Other responsibilities dependent on process assigned to (e.g. project implementations, system maintenance, infrastructure development). Receives customer calls and Emails in a call center environment. Responsible for relationship building and account management while resolving customer inquiries in a professional manner. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution.
 
 
 
 What You Will Do
 
 
 
 <ul>
 <li>
 Respond promptly to time sensitive and often high value queries, and escalations from both other departments and direct from clients.
 </li>
 <li>
 Provide excellent client management support, improve client engagement and resolve the majority of client enquires at the first point of contact.
 </li>
 <li>
 Demonstrate a sound knowledge of the payment industry and its associated processes and systems.
 </li>
 <li>
 Receive/make calls/Emails from/to customers (internal/ external)
 </li>
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 Act effectively on all customer feedback.
 </li>
 <li>
 Complaints handling - This role is part of a key function for CMB, being a crucial opportunity to re-engage dissatisfied customer and to manage and solve end to end complaint process. (Logging, Investigation, Resolution)
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 <li>
 Responsible to provide high level support to the helpdesk to identify and resolve complex or critical issues to improve and enhance customer experience and comply with all audit and compliance requirements. Staff is responsible to assist with delivery of the call, email, live chat quality and coaching model, consistency checks, call benchmarking and/or coaching of team members as outlined in the call monitoring SOP.
 </li>
 <li>
 Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank
 
 
 </li>
 </ul>
 
 Skills
 
 
 
 <ul>
 <li>
 Fluent in English and French is a must
 </li>
 <li>
 Previous Experience in customer facing roles
 </li>
 <li>
 Exceptional Client focus and orientation
 </li>
 <li>
 Interpersonal, verbal and written communication skills.
 </li>
 <li>
 Ability to communicate efficiently with local and global teams
 </li>
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 Excellent organizational and time management skills
 </li>
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 Ability to multi-task, depending on the criticality of the tasks.
 </li>
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 Enthusiastic team player, capable of demonstrating initiative, self-motivation and willingness to learn.
 
 
 </li>
 </ul>
 
 What additional skills will be good to have?
 
 
 
 <ul>
 <li>
 Experience and proficiency with web-based technologies.
 </li>
 <li>
 Position requires technical knowledge where GPS experience is asset.
 </li>
 <li>
 MS office.
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 MI and Reporting/ Real time management.
 </li>
 </ul>
</div>

Client Service Specialist - FR is a must

EgyBell

<div>
 
 Egybell is hiring a Call Center Representative for a well known multi-national company located in
 
 Fifth Settlement.
 
 
 
 
 
 
 Fresh Graduates are welcome to apply.
 
 
 
 
 
 
 Qualifications:
 
 
 
 Good user of Excel and MS Office
 
 
 Excellent command of English language.
 
 
 Excellent communication and problem-solving skills.
 
</div>

Call Center Representative (Fresh Graduates)

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