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customer service consultant

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customer service coordinator

associate customer service specialist Jobs in Cairo

associate customer service specialist

customer service agent

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

Amazon

<div>
 
 Description
 
 
 
 At Amazon, our mission is to be Earth&rsquo;s most customer-centric company. To achieve this goal, we strive to exceed expectations by innovating and providing best-in-class customer support as we expand our logistics products and services including improving how we fulfill and deliver customer orders. We&rsquo;re making history and the good news is that we&rsquo;ve only just begun. At Amazon you get to Work with smart, passionate people who are building new products and services every day on behalf of our customers. As a Delivery Station Customer Service Associate, you will help improve the customer experience by providing in station real-time, hands-on support to ensure our customers receive their packages on time, as promised. The role will also help connect customers with experts who can provide them the most accurate and up-to-date information about their packages. The work is beyond fulfilling and delivering customer orders; it&rsquo;s making sure we put smiles on customer&rsquo;s faces.
 
 
 Key job responsibilities
 
 
 As a Delivery Station Customer Service Agent, you will be responsible for:
 
 
 <ul>
 <li>
 Communicating with customers directly on the telephone.
 </li>
 <li>
 Empathizing, earning the trust and instilling confidence with the customer their issue can be resolved.
 </li>
 <li>
 Deep diving with the customer to remove barriers for delivery and providing accurate information with the expectations of delivery.
 </li>
 <li>
 Providing exceptional attention to detail on every case and issue.
 </li>
 <li>
 Proactively finding solutions to problems with limited guidance.
 </li>
 <li>
 Establishing and cementing strong collaborative working relationships with multiple workgroups within station. Through face-to-face communication and virtual correspondence.
 </li>
 <li>
 Communicating effectively with senior leadership to highlight barriers and form solutions.
 </li>
 <li>
 Working confidently at pace with multiple online platforms and tech systems.
 </li>
 <li>
 Working in a fast-paced environment, within a restricted time frame.
 </li>
 <li>
 Working a Full-Time (40+ hours per week) schedule
 </li>
 <li>
 Work in an environment where the noise level varies and can be loud (hearing protection will be provided)
 
 
 </li>
 </ul>
 A day in the life
 
 
 You&rsquo;ll be based at one of our last-mile delivery warehouses, where Amazon&rsquo;s leading logistics system operates. As orders are dispatched out on road for delivery, the DSL team will action parcels which have failed delivery. Receiving correspondence from Customer Service or our Delivery Service Partners (DSPs), you will reach out to the customer to update them on their failed or potential to fail delivery, deep dive to resolve the issue and work with the customer and DSPs to find a solution to ensure the parcel is delivered same day or on the next attempt.
 
 
 Within the logistics station, the DSL team are the only team who can connect to the customer directly. You are an integral part of the station and key to the resolution of delivery issues and connecting parcels with our customers.
 
 
 
 About The Team
 
 
 
 Our mission is to be Earth&rsquo;s most customer-centric company, and few departments have as direct an impact on that mission as our Customer Service team. We're an inclusive team who empower and look after our people, so they have the time and energy to focus on our customers&rsquo; happiness. Our goal is to reduce customer effort every way we can, helping them get the best results quickly and efficiently. We support our self-service channels to offer expert insights into our customers&rsquo; most complex issues.
 
 
 Within the DSL team, you will work as part of a nationwide team linked across different delivery sites throughout Egypt. We are dedicated to the very highest of standards in providing a first class delivery service and ensuring continued trust in all Amazon customers.
 
 
 
 Basic Qualifications
 
 
 
 <ul>
 <li>
 Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience in a fast-paced, high-tech company
 </li>
 <li>
 Experience working in fast paced environments, and managing workload even during times of stress, or escalated activity
 </li>
 <li>
 Experience with Microsoft Office including Outlook, Word, and Excel
 </li>
 <li>
 Speak, write, and read fluently in English, and have the ability to take direction in English
 </li>
 <li>
 Speak, write, and read fluently in Arabic
 </li>
 <li>
 - Advanced and adaptable interpersonal communication skills.
 </li>
 <li>
 </li>
 <li>
 Familiarity and IT proficiency with multiple web browsers, data base searching and instant messenger tools.
 </li>
 <li>
 </li>
 <li>
 Effective communication skills and the ability to build enduring professional relationships.
 
 
 </li>
 </ul>
 
 Preferred Qualifications
 
 
 
 <ul>
 <li>
 Experience building strategic relationships with stakeholders, including communicating and collaborating across teams and functions
 </li>
 <li>
 </li>
 <li>
 Experience in an operational environment, such as logistics, retail, hospitality, or customer service
 
 
 </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
 
 
 Job ID: A3111527
</div>

Delivery Station Liasion, DSL

<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

TP Career

<div>
 
 
 TP
 
 is currently seeking ambitious individuals to join our growing team in
 
 New Cairo
 
 . We are hiring for multiple verticals, including Travel Advisors, Sales, Telecommunications, and Customer Success.
 
 
 
 We are looking for:
 
 
 <ul>
 <li>
 
 Travel Advisors, Sales Experts, &amp; Customer Success Representatives.
 
 </li>
 <li>
 University Graduates and Undergraduates are welcome to apply.
 </li>
 <li>
 Candidates must be ready to start immediately.
 </li>
 </ul>
 
 
 Why join us?
 
 
 <ul>
 <li>
 💰
 
 Competitive Compensation:
 
 Salary up to
 
 19,500 EGP NET
 
 .
 </li>
 <li>
 🏥
 
 Premium Healthcare:
 
 Comprehensive medical insurance coverage up to
 
 400,000 EGP/year
 
 .
 </li>
 <li>
 💵
 
 USD Incentives:
 
 Overtime paid in
 
 USD
 
 .
 </li>
 <li>
 🚌
 
 Commute Made Easy:
 
 Transportation provided.
 </li>
 <li>
 🛡️ Full Social Insurance coverage.
 </li>
 </ul>
 
 
 
</div>

Travel Advisor English Account

<div>
 
 I. Position Summary
 
 
 
 
 
 The Real-Time Management Analyst is responsible for the continuous monitoring and proactive management of contact center performance metrics to ensure immediate alignment with Service Level Agreements (SLAs) and productivity goals. This role requires rapid, data-driven decision-making and clear communication to maintain optimal staffing and efficiency throughout the day.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 II. Key Responsibilities
 
 
 
 
 
 
 
 
 
 A. Real-Time Monitoring &amp; Intervention
 
 
 
 
 
 <ul>
 <li>
 
 Continuous Monitoring:
 
 Actively monitor all communication channels (calls, chat, email queues) and agent activities (login status, break/lunch adherence) using WFM software and ACD systems.
 </li>
 <li>
 
 Deviation Management:
 
 Identify and promptly address all deviations from the plan, including unexpected volume surges, high Average Handle Time (AHT), system outages, or excessive agent non-adherence (e.g., late breaks, unapproved absences).
 </li>
 <li>
 
 Intraday Adjustments:
 
 Execute tactical changes to the daily schedule to mitigate risks to service level goals. This includes:
 </li>
 <li>
 Approving or denying off-phone activities (training, coaching, team meetings).
 </li>
 <li>
 Adjusting or moving agent breaks and lunches.
 </li>
 <li>
 Temporarily re-skilling or reallocating agents to understaffed queues.
 </li>
 <li>
 
 Outage Management:
 
 Act as the WFM point of contact for system issues/outages, escalating them immediately to IT/Tech teams and providing real-time staffing impact updates to Operations leadership.
 </li>
 </ul>
 
 
 
 
 
 B. Adherence Management
 
 
 
 
 
 <ul>
 <li>
 
 Track Adherence:
 
 Monitor and report agent adherence to schedule (Real-Time Adherence or RTA) and communicate deviations to Operations supervisors for immediate coaching/correction.
 </li>
 <li>
 
 Shrinkage Tracking:
 
 Track and log all scheduled and unscheduled shrinkage events (e.g., call-ins, technical issues, late starts) for reporting and future forecasting accuracy.
 </li>
 </ul>
 
 
 
 
 
 C. Reporting &amp; Communication
 
 
 
 
 
 <ul>
 <li>
 
 Performance Updates:
 
 Generate and distribute real-time and intraday reports (e.g., Service Level attainment, Occupancy) to Operations leaders, providing concise commentary on performance drivers and recommended actions.
 </li>
 <li>
 
 Daily Log:
 
 Maintain a detailed hourly log of operational performance, including key events, decisions made, and the resulting impact on service level.
 </li>
 <li>
 
 Collaboration:
 
 Work closely with Supervisors, Team Leads, and other WFM team members (Forecasting/Scheduling) to communicate staffing gaps and provide context for next-day planning.
 </li>
 </ul>
 
 
 
 
 III. Required Skills &amp; Qualifications
 
 
 
 
 
 
 
 
 
 A. Essential Skills
 
 
 
 
 
 <ul>
 <li>
 
 Analytical Thinking:
 
 Strong quantitative and analytical skills with the ability to quickly interpret real-time data and make rapid, calculated decisions under pressure.
 </li>
 <li>
 
 WFM Systems Expertise:
 
 Proficiency in a major
 
 Workforce Management (WFM) software
 
 (e.g., NICE IEX, Verint, Genesys, Aspect) and/or ACD reporting systems.
 </li>
 <li>
 
 Technical Proficiency:
 
 Solid proficiency in
 
 Microsoft Excel
 
 for data manipulation and reporting.
 </li>
 <li>
 
 Communication:
 
 Exceptional verbal and written communication skills to clearly and professionally convey performance status and required actions to all levels of the organization.
 </li>
 </ul>
 
 
 
 
 
 B. Experience &amp; Education
 
 
 
 
 
 <ul>
 <li>
 
 Experience:
 
 Minimum 1-2 years of experience in a WFM Real-Time, Command Center, or Operations Analyst role within a contact center, customer support, or high-volume service environment.
 </li>
 <li>
 
 Education:
 
 Bachelor&rsquo;s degree in Business, Finance, Operations Management, or a related quantitative field preferred.
 </li>
 </ul>
 
 
 
 
 
 C. Key Competencies
 
 
 
 
 
 <ul>
 <li>
 
 Decisiveness:
 
 Ability to prioritize and make sound judgments quickly in a constantly changing environment.
 </li>
 <li>
 
 Attention to Detail:
 
 Meticulous focus on data accuracy and logging of events.
 </li>
 <li>
 
 Resilience:
 
 Ability to work effectively under pressure and thrive in a fast-paced, high-visibility role.
 </li>
 </ul>
 
 
</div>

Real Time Management analyst (German, French, Spanish, Italian, Portuguese)

Thndr

<div>
 
 About The Role
 
 
 
 As a Customer Experience Representative and part of the CX team, you&rsquo;ll support our clients who trade across EGX, US, and other new markets, handling their inquiries through email and chat via the Freshchat system. Your goal is to ensure timely, clear, and helpful responses that reflect our standards of excellence.
 
 
 You&rsquo;ll also contribute to improving our customer support operations by identifying common issues, sharing actionable feedback with internal teams, and helping enhance workflows to deliver a seamless trading experience.
 
 
 
 
 What You'll Do
 
 
 
 
 <ul>
 <li>
 Respond to customer inquiries via email and chat, providing accurate and timely support.
 </li>
 <li>
 Handle a wide range of topics including account issues, trade execution, product features, and more.
 </li>
 <li>
 Create and manage internal tickets using Freshchat to escalate customer-reported issues to relevant teams (tech, operations, compliance, etc.).
 </li>
 <li>
 Track ticket progress and follow up to ensure timely resolution.
 </li>
 <li>
 Keep the customer updated on the status of their request.
 </li>
 <li>
 Contribute to achieving individual and team CSAT (Customer Satisfaction) targets and improving NPS by consistently adhering to quality standards and delivering clear, empathetic communication.
 
 
 </li>
 </ul>
 
 
 What You'll Need
 
 
 
 
 <ul>
 <li>
 Minimum 1+ year of experience in Customer Support
 </li>
 <li>
 Graduate candidates are preferred
 </li>
 <li>
 Background in fintech, trading, or brokerage companies is a plus
 </li>
 <li>
 Fluent in Arabic and English (spoken and written)
 </li>
 <li>
 Uncompromising integrity and strong dedication to professionalism.
 </li>
 <li>
 Strong sense of ownership and responsibility.
 </li>
 <li>
 Excellent communication skills.
 </li>
 <li>
 Flexible and responsive when interacting with a wide range of customer personalities.
 
 
 </li>
 </ul>
 
 
 Who Are We?
 
 
 
 
 
 Thndr
 
 was founded on a
 
 bold dream
 
 to democratize access to investing through smart tech and human-centric design. This is simply our way of saying we give anyone with a smartphone the simple and easy access they need to preserve and grow their wealth. At the same time, we&rsquo;re shaping the future of investing while actively driving the economies we serve by promoting local investment products.
 
 
 History has shown that investing is the single greatest way to build long-term wealth, but before
 
 Thndr
 
 , only a very small percentage of people had access to it due to:
 
 
 <ul>
 <li>
 High barriers to entry &mdash; In the form of excessive minimum account balances, complex, outdated onboarding, and low financial literacy.
 </li>
 <li>
 Irrelevant experience &mdash; Catered toward expert traders and financial specialists, therefore alienating the majority of the population.
 </li>
 <li>
 Fragmented offering &mdash; Investment products were not gathered in a single, intuitive outlet.
 
 
 </li>
 </ul>
 We don't just talk about change, we deliver it. Here's a glimpse into our impact so far:
 
 
 <ul>
 <li>
 3 million app downloads
 </li>
 <li>
 $8.8bn in annualized traded value
 </li>
 <li>
 #1 platform in terms of traded value
 </li>
 <li>
 84% of our users are investing for the first time
 </li>
 <li>
 65% of our users come from outside of capital cities and have previously had limited access to financial institutions
 
 
 </li>
 </ul>
 Building on the success of our core platform, we are continuing to change culture and break down barriers by launching
 
 Rumble
 
 , the subscription-based investment recommendations platform.
 
 
 
 Rumble
 
 was born with the vision to empower everyday individuals to build wealth confidently and intelligently through access to timely and in-depth advice from the industry&rsquo;s top experts.
 
 
 Going beyond traditional investment advice, it offers long and short-term investment recommendations and financial content through engaging articles and videos that guide users on their financial journey and maximize their returns.
 
 
 At
 
 Thndr
 
 , we're looking for people driven by our mission to help us democratize investing across the MENA region.
 
 
</div>

Customer Experience Representative

Konecta

<div>
 
 Role Summary:
 
 
 
 
 
 The Real-Time Analyst (RTA) plays a key role by ensuring optimal
 
 
 adherence to schedule, real-time performance tracking, and workforce efficiency. This position is
 
 
 focused on live monitoring, intraday reporting, and timely escalation to sustain operational flow across
 
 
 inbound telesales operations.
 
 
 As the gatekeeper of schedule integrity and service-level compliance, the RTA continuously analyzes
 
 
 agent availability, call traffic, and auxiliary times to proactively address gaps, late logins, and adherence
 
 
 trends. This role is pivotal to achieving operational targets such as Average Handle Time (AHT),
 
 
 Contact Rate, and Service Level Agreements (SLAs). The RTA collaborates closely with Team Leaders and
 
 
 the Workforce Management team to implement schedule changes, manage shrinkage, and optimize
 
 
 capacity.
 
 
 This highly analytical role demands agility, attention to detail, and effective communication to balance
 
 
 client expectations with real-time operational dynamics.
 
 
 
 
 
 Key Responsibilities:
 
 
 Monitor agent adherence, login/logout patterns, and schedule variances.
 
 
 Track intraday performance metrics such as call volume, AHT, and occupancy.
 
 
 Publish real-time dashboards and hourly performance updates.
 
 
 Coordinate with Team Leaders to resolve adherence issues and absenteeism.
 
 
 Perform live skilling and re-skilling based on traffic fluctuations.
 
 
 Escalate risks (underperformance, volume spikes, downtime) to WFM and Ops.
 
 
 Recommend intraday staffing adjustments, breaks, and overtime requirements.
 
 
 Maintain shrinkage logs and drive schedule compliance across shifts.
 
 
 Support real-time reporting to clients and internal stakeholders.
 
 
 Participate in post-day reviews to improve forecast accuracy and shift planning.
 
 
 
 
 
 Requirements:
 
 
 1&ndash;2 years in WFM/RTA roles within BPO or customer service operations.
 
 
 Strong understanding of contact center metrics and queue management.
 
 
 Experience with WFM tools (e.g., NICE IEX, Verint, Genesys, or similar).
 
 
 
 
 
 Proficient in MS Excel, especially formulas and pivot tables.
 
 
 Sharp analytical thinking and high attention to detail.
 
 
 Strong communication and stakeholder coordination skills.
 
 
 
</div>

Real-Time Analyst (RTA)

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