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arabic customer service agent. Jobs in Cairo

arabic customer service agent.

customer experience agent

Pargo

<div>
 
 
 Pargo launched operations in Egypt and is looking for a strong Customer Experience Agent to enthusiastically handle inbound and outbound queries related to Pargo&rsquo;s Click &amp; Collect and Returns products. You'll be part of the Marketing team that ensures a seamless parcel delivery process for our clients. You will identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer service and brand awareness. Communicate closely with clients to achieve a high return on end-user selection of Pargo&rsquo;s products.
 
 
 
 We are looking for an enthusiastic and dedicated customer experience agent to support Pargo customers to ensure a positive experience. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer service.
 
 
 
 Scope of the Role
 
 
 To ensure success as a customer experience agent, you should exhibit in-depth knowledge of customer engagement channels and experience. A customer experience agent will be someone whose expertise results in excellent customer relationship management and a positive brand image.
 
 
 
 Duties and Responsibilities:
 
 
 
 <ul>
 <li>
 
 Tracking customer experiences across online and offline channels, devices, and touchpoints.
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Identifying customer needs and taking proactive steps to maintain positive experiences.
 
 
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 Record customer interactions accurately, documenting inquiries and resolutions.
 
 
 </li>
 </ul>
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 Respond to customer inquiries via phone, email in a timely, professional manner and with empathy
 
 
 </li>
 </ul>
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 Troubleshoot and resolve customer issues, escalating complex problems when necessary.
 
 
 </li>
 </ul>
 <ul>
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 Performing service tests, evaluating after-sales and support services, and contributing to improvements.
 
 
 </li>
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 Provide feedback on common customer concerns and contribute to continuous improvement efforts.
 
 
 </li>
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 Support the stakeholder by providing insights into customer needs and experiences.
 
 
 
 
 
 </li>
 </ul>
 Requirements
 
 
 
 
 
 
 
 The experience and skills we believe you will require to be successful in this role:
 
 
 
 
 
 <ul>
 <li>
 
 At least 2 years' experience as a customer experience specialist, or a similar customer support role.
 
 
 </li>
 </ul>
 <ul>
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 Extensive experience in gathering and interpreting customer experience information.
 
 
 </li>
 </ul>
 <ul>
 <li>
 
 Solid knowledge of online customer engagement platforms and channels.
 
 
 </li>
 </ul>
 <ul>
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 Proficiency in MS Office, as well as CX and CRM software.
 
 
 </li>
 </ul>
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 Exceptional interpersonal skills and a client-centered approach.
 
 
 </li>
 </ul>
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 Great organizational and time management abilities.
 
 
 </li>
 </ul>
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 Superb communication, collaboration, and problem-solving skills.
 
 
 </li>
 </ul>
 <ul>
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 A bachelor's degree would be advantageous
 
 
 
 </li>
 </ul>
 
 The type of person we believe will be successful in this role:
 
 
 
 <ul>
 <li>
 
 Customer Centric
 
 
 </li>
 </ul>
 <ul>
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 Active Listener, emotionally intelligent &amp; had great communication skills
 
 
 </li>
 </ul>
 <ul>
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 Technical knowledge
 
 
 </li>
 </ul>
 <ul>
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 Adaptable and agile with an open mindset
 
 
 </li>
 </ul>
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 Action-oriented and an exceptional executor
 
 
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 </ul>
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 Energized by working in a fast-paced and constantly changing environment
 
 
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 </ul>
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 Excellent verbal and written communication and presentation skills, plus the ability to clearly articulate and express complex and sometimes situational issues to a wide variety of people and groups at any level
 
 
 </li>
 </ul>
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 An empathetic, optimistic outlook and able to see opportunities within challenges
 
 
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 Enthusiastic, collaborative, and not afraid to take risks.
 
 
 </li>
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 Based in Cairo
 
 
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 </ul>
 
 
 
 
 Our Approach
 
 
 
 
 Our vision is to create access for anybody in Africa. Our approach to achieving this is to:
 
 
 <ul>
 <li>
 
 Take action
 
 
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 Execute exceptionally
 
 
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 Embrace change
 
 
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 Be transparent
 
 
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 Prioritise our customers and lastly and most importantly
 
 
 
 
 
 </li>
 </ul>
 Benefits
 
 
 
 
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 We have a great young team of hard-working colleagues who enjoy the following benefits
 
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 Valuable learning opportunities from seasoned professionals with an entrepreneurial spirit
 
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 Insight into the running of a high-growth, innovative start-up
 
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 Competitive remuneration
 
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 Encouragement of own initiatives
 
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 Space for self-growth
 
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 Enrolment into personal training programmes
 
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 </ul>
 
 
 At Pargo,
 
 you&rsquo;ll join a team of bold innovators reshaping logistics. We empower relentless problem-solvers to own their work, tackle tough challenges, and build a career with impact. You&rsquo;ll thrive in a fast-paced, high-performance culture that rewards initiative, collaboration, and results. With a competitive base salary (no commission) and benefits, plus unmatched purpose and momentum, Pargo is where you&rsquo;ll shape the future of last-mile delivery, and your own path to leadership.
 
 
 
 Ready to take charge and make a difference? Join Pargo and become the relentless trailblazer our clients and team need.
 
 
 
 
</div>

Customer Experience Agent

The Address Investments

<div>
 
 
 Company Description
 
 
 
 The Address Investments is a leading real estate company in Egypt and the Middle East, known for its dedication to fostering a healthy real estate market. The company prides itself on offering a variety of developments to match clients' budgets, turning real estate dreams and investments into reality. We are known for our high-quality service and unique client-focused approach, offering multiple project options to meet customer needs. Our team is recognized for its expertise and strong collaboration, ensuring clients feel comfortable and well-supported.
 
 
 
 
 
 
 Role Description
 
 
 
 This is a full-time, on-site role for a Sales Real Estate Agent based in Cairo. The Sales Real Estate Agent will be responsible for guiding clients through buying and selling properties, providing expert advice on market conditions, and ensuring the best deals tailored to clients' needs. Day-to-day tasks include meeting with clients, conducting property tours, negotiating contracts, and maintaining a comprehensive understanding of the local real estate market. Fresh graduates are welcome to apply and will receive comprehensive training and support.
 
 
 
 
 
 
 Qualifications
 
 
 <ul>
 <li>
 NO EXPERIENCE NEEDED
 </li>
 <li>
 Customer Service and Sales skills
 </li>
 <li>
 Knowledge of Real Estate and Real Property regulations
 </li>
 <li>
 Strong communication and negotiation skills
 </li>
 <li>
 Ability to work collaboratively in a team-oriented environment
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 <li>
 Prior experience in real estate is a plus but not required
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 <li>
 Bachelor's degree in Business, Marketing, or related field is advantageous
 </li>
 </ul>
 
 
</div>

Salesperson (Fresh)

Fresh Sales Real Estate

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>
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 Oversee daily operations, including workforce scheduling, queue management, and service level performance.
 </li>
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 Monitor and analyze KPIs (e.g., AHT, FCR, CSAT, SLA) and drive continuous improvement strategies.
 </li>
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 Develop and implement operational policies, procedures, and best practices to enhance customer experience and team performance.
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 Collaborate with Quality Assurance, Training, HR, and IT teams to support agent development and system efficiency.
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 Handle escalations and complex customer issues as needed.
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 Ensure compliance with company policies, data protection laws, and regulatory requirements.
 </li>
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 Prepare and present operational reports to senior leadership.
 </li>
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 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>
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 Proven ability to lead and develop high-performing teams.
 </li>
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 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>
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 Able to work on site with flexible schedule.
 </li>
 </ul>
</div>

Operations Manager

Property Finder

<div>
 Property Finder is the leading property portal in the Middle East and North Africa (MENA) region, dedicated to shaping an inclusive future for real estate while spearheading the region&rsquo;s growing tech ecosystem. At its core is a clear and powerful purpose: To change living for good in the region.
 
 
 Founded on the value of great ambitions, Property Finder connects millions of property seekers with thousands of real estate professionals every day. The platform offers a seamless and enriching experience, empowering both buyers and renters to make informed decisions. Since its inception in 2007, Property Finder has evolved into a trusted partner for developers, brokers, and home seekers. As a lighthouse tech company, it continues to create an environment where people can thrive and contribute meaningfully to the transformation of real estate in MENA.
 
 
 
 Position Summary:
 
 
 
 As a Partner Support Team Leader, you will play a pivotal role in shaping and delivering a standout customer experience that sets us apart. Leading a team of frontline technical support agents, you will ensure every customer interaction is handled with care, expertise, and efficiency, building trust and long-term value.
 
 
 You&rsquo;ll guide and develop your team to exceed performance, quality, and customer satisfaction targets through clear direction, ongoing coaching, and regular one-to-ones. By fostering a culture of accountability and continuous improvement, you&rsquo;ll empower the team to resolve complex issues, manage escalations effectively, and deliver support that reflects our commitment to excellence.
 
 
 This role is critical to the success of our organisation, driving loyalty, reinforcing our reputation, and helping us deliver on our promise of a truly differentiated customer experience.
 
 
 
 Key Responsibilities:
 
 
 
 <ul>
 <li>
 Inspire and lead a high-performing team of Contact Centre Agents, fostering a culture focused on accountability, customer obsession, and continuous improvement.
 </li>
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 Coach and develop team members through regular 1:1s, constructive feedback, and tailored development plans to enhance performance and customer outcomes.
 </li>
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 Monitor individual and team KPIs, including productivity, quality, first contact resolution, attendance, AHT, and CSAT, using data to drive improvements that elevate the customer experience.
 </li>
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 Identify skills gaps and training needs, partnering with the Training team to deliver impactful learning and upskilling programs that build confidence and capability.
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 Manage real-time operations, ensuring optimal queue management, schedule adherence, and service level achievement across all support channels (phone, chat, email).
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 Oversee daily workflow and task distribution to maintain seamless, timely, and effective customer interactions.
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 Act as an escalation point for complex or sensitive customer issues, demonstrating strong problem-solving and customer advocacy to drive resolution and retention.
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 Conduct regular QA checks, including call/chat monitoring and email reviews, to ensure compliance with quality standards and identify coaching opportunities.
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 Track and manage time accountability, including agent hours, breaks, and adherence to attendance policies (e.g., Bradford Factor monitoring).
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 Analyze performance trends and operational data to surface insights, recommend enhancements to tools and processes, and improve customer and agent experiences.
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 Champion best practices by implementing and upholding company policies, service standards, and quality expectations.
 </li>
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 Deliver clear and insightful reporting on team performance, customer impact, and opportunities to the Leadership team.
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 Lead workforce management activities, including scheduling, time-off approvals, and ensuring adequate coverage across shifts.
 </li>
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 Support hiring, onboarding, and performance management processes to build and maintain a strong, customer-focused team.
 </li>
 <li>
 Leverage data and customer feedback in daily decision-making, sharing insights across the organisation to influence broader CX improvements.
 
 
 </li>
 </ul>
 
 Desired Qualifications:
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business administration or a relevant field
 </li>
 <li>
 Fluency in both English and Arabic, with exceptional writing and speaking skills in both languages
 </li>
 <li>
 Advanced proficiency in using CRM systems.
 </li>
 <li>
 5+ years of experience in Customer Experience with a minimum of 2 years of experience in managing teams in Customer Experience or support, preferably B2B.
 
 
 </li>
 </ul>
 
 Other Capabilities:
 
 
 
 <ul>
 <li>
 Inspirational Leadership: Proven ability to lead, motivate, coach, and develop diverse, high-performing teams in a customer support or contact centre environment.
 </li>
 <li>
 Customer-Centric Mindset: Deep commitment to delivering exceptional, human-centered customer experiences, with a passion for resolving issues in a way that builds loyalty and trust.
 </li>
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 Bilingual Communication: Fluent in English and Arabic, with excellent verbal and written communication skills that enable clear, empathetic, and effective interactions with customers and colleagues.
 </li>
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 Analytical Thinking: Skilled in interpreting performance metrics, identifying trends, and using data-driven insights to guide decision-making and continuous improvement.
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 Calm, Decisive Problem Solving: Strong critical thinking skills with the ability to manage escalations and resolve complex issues quickly and diplomatically.
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 Organisational Agility: Exceptional time management and prioritisation skills, with the ability to stay focused and organised in a fast-paced, high-volume environment.
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 Tech-Savvy: Proficient in Microsoft Office Suite, Google Workspace, and customer support platforms such as Zendesk, with the ability to learn and adapt to new systems quickly.
 </li>
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 Adaptability &amp; Resilience: Comfortable with change, ambiguity, and shifting priorities - able to manage competing demands while maintaining focus on team goals and customer outcomes.
 </li>
 <li>
 Collaboration &amp; Influence: Able to work cross-functionally and influence stakeholders at all levels to improve processes and enhance the overall partner and customer experience.
 
 
 </li>
 </ul>
 
 Our promise to talent
 
 
 
 At Property Finder, we believe talent thrives in an environment where you can be your best self. Where you are empowered to create, elevate, grow, and care. Our team is made up of the best and brightest, united by a shared ambition to change living for good in the region. We attract top talent who want to make an impact. We firmly believe that when our people grow, we all succeed.
 
 
 
 Property Finder Guiding Principles
 
 
 
 <ul>
 <li>
 Think Future First
 </li>
 <li>
 Data Beats Opinions, Speed Beats Perfection
 </li>
 <li>
 Optimise for Impact
 </li>
 <li>
 No Ostriches Allowed
 </li>
 <li>
 Our People, Our Power
 </li>
 <li>
 The Biggest Risk is Taking no Risk at All
 
 
 </li>
 </ul>
 
 Find us at:
 
 
 
 Twitter
 
 
 Facebook
 
 
 Instagram
 
 
 Linkedin
 
 
 Glassdoor
</div>

Partner Support Team Lead

The Address Investments Egypt

<div>
 
 
 Job Summary:
 
 
 
 We are seeking a highly motivated and results-driven
 
 Property Consultant
 
 to join our dynamic real estate team. The successful candidate will be responsible for assisting clients in buying, selling, or renting properties while delivering outstanding customer service and expert market knowledge.
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Assist clients in buying, selling, and renting properties.
 </li>
 <li>
 Conduct property viewings and provide detailed information to potential buyers/tenants.
 </li>
 <li>
 Build and maintain strong relationships with clients, property owners, and developers.
 </li>
 <li>
 Provide expert guidance and advice on market trends, prices, and legal requirements.
 </li>
 <li>
 Negotiate property prices and terms on behalf of clients to reach mutually beneficial agreements.
 </li>
 <li>
 Promote properties through marketing channels including digital listings, social media, and events.
 </li>
 <li>
 Maintain an up-to-date database of available properties and prospective clients.
 </li>
 <li>
 Stay current with local real estate laws, regulations, and market developments.
 </li>
 </ul>
 
 
 Requirements:
 
 
 <ul>
 <li>
 Proven experience as a property consultant, real estate agent, or similar role.
 </li>
 <li>
 Strong sales, negotiation, and communication skills.
 </li>
 <li>
 Knowledge of property management and real estate laws.
 </li>
 <li>
 Ability to work independently and manage time effectively.
 </li>
 <li>
 Proficiency with CRM systems and Microsoft Office.
 </li>
 <li>
 Valid real estate license (if applicable).
 </li>
 <li>
 Fluency in [Language(s)].
 </li>
 </ul>
 
 
 Preferred Qualifications:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business, Real Estate, or related field.
 </li>
 <li>
 Experience in [residential/commercial/luxury/off-plan] properties.
 </li>
 <li>
 Familiarity with the local real estate market.
 </li>
 </ul>
 
 
 What We Offer:
 
 
 <ul>
 <li>
 Competitive commission structure and incentives.
 </li>
 <li>
 Training and career development opportunities.
 </li>
 <li>
 Supportive and collaborative team environment.
 </li>
 <li>
 Access to premium property listings and leads.
 </li>
 </ul>
 
 
</div>

Broker Agent ( Experience)

<div>
 Property Finder is the leading property portal in the Middle East and North Africa (MENA) region, dedicated to shaping an inclusive future for real estate while spearheading the region&rsquo;s growing tech ecosystem. At its core is a clear and powerful purpose: To change living for good in the region.
 
 
 Founded on the value of great ambitions, Property Finder connects millions of property seekers with thousands of real estate professionals every day. The platform offers a seamless and enriching experience, empowering both buyers and renters to make informed decisions. Since its inception in 2007, Property Finder has evolved into a trusted partner for developers, brokers, and home seekers. As a lighthouse tech company, it continues to create an environment where people can thrive and contribute meaningfully to the transformation of real estate in MENA.
 
 
 
 Summary
 
 
 
 We are looking for a customer-obsessed, data-driven, process-oriented Operational Excellence Analyst to join our Customer Experience team. This role plays a key part in driving quality and performance across our contact center operations. In this position, you will lead quality monitoring initiatives, uncover insights through CX analytics, document and optimize processes, and support continuous improvement efforts. A strong focus will be placed on automation, innovation, and the smart use of AI to elevate quality and operational efficiency
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Conduct regular quality assessments of customer interactions across multiple channels (voice, email, chat, etc.)
 </li>
 <li>
 Design and implement robust quality scorecards to evaluate and improve agent performance
 </li>
 <li>
 Facilitate regular calibration sessions with CX teams, trainers, and managers to ensure consistency, fairness, and alignment on quality standards
 </li>
 <li>
 Analyze satisfaction and dissatisfaction trends using CSAT, FCR, and other relevant metrics
 </li>
 <li>
 Identify patterns and root causes behind performance gaps or customer pain points
 </li>
 <li>
 Translate data sets into actionable insights and dashboards that guide decision-making
 </li>
 <li>
 Present findings and recommendations to internal stakeholders, including senior leadership
 </li>
 <li>
 Provide targeted feedback and coaching sessions to frontline staff based on quality evaluations
 </li>
 <li>
 Collaborate with HR and the Training team to address performance gaps and skill-building needs
 </li>
 <li>
 Map and document key CX processes and SOPs to ensure clarity, consistency, and compliance
 </li>
 <li>
 Develop, maintain, and evolve playbooks and process guides that support CX teams
 </li>
 <li>
 Support cross-functional initiatives to improve CX processes, tools, and systems
 </li>
 <li>
 Identify and propose opportunities for automation in workflows and quality monitoring
 </li>
 <li>
 Research and recommend use cases for AI in contact center quality assurance (e.g., speech analytics, auto-QA tools)
 
 
 </li>
 </ul>
 
 The Person
 
 
 
 
 Desired Qualifications
 
 
 
 <ul>
 <li>
 Fluent English speaker
 </li>
 <li>
 Bachelor&rsquo;s degree in Business, Operations, Analytics, or a related field
 </li>
 <li>
 3-5 years of experience in Quality Assurance, Customer Service Operations, or Operational Excellence roles
 </li>
 <li>
 Experience with QA tools and systems
 </li>
 <li>
 Excellent communication, coaching, and presentation skills
 </li>
 <li>
 Strong analytical skills and proficiency in tools like Excel, Google Sheets, Tableau, Power BI, or similar
 </li>
 <li>
 A good understanding of quality frameworks like COPC, Six Sigma, or others is a plus
 </li>
 <li>
 Familiarity with AI and automation concepts in the CX domain is a strong plus
 
 
 </li>
 </ul>
 
 Other Capabilities
 
 
 
 <ul>
 <li>
 Customer-focused mindset with a passion for delivering excellence.
 </li>
 <li>
 Detail-oriented with a continuous improvement mindset
 </li>
 <li>
 Strong collaboration and teamwork abilities.
 </li>
 <li>
 Resilience and adaptability in dynamic environments.
 </li>
 <li>
 Proactive problem-solver with a positive, can-do attitude.
 </li>
 <li>
 Ability to manage ambiguity and deliver in fast-paced environments
 </li>
 <li>
 Ability to build trust and rapport with partners and internal teams.
 
 
 </li>
 </ul>
 
 Our promise to talent
 
 
 
 At Property Finder, we believe talent thrives in an environment where you can be your best self. Where you are empowered to create, elevate, grow, and care. Our team is made up of the best and brightest, united by a shared ambition to change living for good in the region. We attract top talent who want to make an impact. We firmly believe that when our people grow, we all succeed.
 
 
 
 Property Finder Guiding Principles
 
 
 
 <ul>
 <li>
 Think Future First
 </li>
 <li>
 Data Beats Opinions, Speed Beats Perfection
 </li>
 <li>
 Optimise for Impact
 </li>
 <li>
 No Ostriches Allowed
 </li>
 <li>
 Our People, Our Power
 </li>
 <li>
 The Biggest Risk is Taking no Risk at All
 
 
 </li>
 </ul>
 
 Find us at:
 
 
 
 Twitter
 
 
 Facebook
 
 
 Instagram
 
 
 Linkedin
 
 
 Glassdoor
</div>

Operational Excellence Analyst

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