customer service representative Jobs in Cairo

customer service representative

call center representative

customer service specialist Jobs in Cairo

customer service specialist

sales account manager

sales manager

customer service manager

Waffarha

<div>
 
 Job Summary
 
 
 
 The Call Center Manager is responsible for overseeing daily call center operations, ensuring high levels of customer satisfaction, team performance, and service quality. This role manages staff, optimizes processes, monitors KPIs, and works closely with other departments to meet business objectives.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Manage and supervise daily call center operations (inbound/outbound).
 </li>
 <li>
 Lead, coach, and develop team leaders and call center agents.
 </li>
 <li>
 Set performance goals and monitor KPIs such as AHT, SLA, CSAT, QA scores, and attendance.
 </li>
 <li>
 Ensure excellent customer service standards and handle escalated customer complaints.
 </li>
 <li>
 Prepare schedules, shifts, and workforce planning to meet service levels.
 </li>
 <li>
 Conduct regular performance reviews and provide constructive feedback.
 </li>
 <li>
 Identify training needs and coordinate onboarding and ongoing training programs.
 </li>
 <li>
 Develop and improve call center policies, procedures, and workflows.
 </li>
 <li>
 Prepare daily, weekly, and monthly performance reports for management.
 </li>
 <li>
 Ensure compliance with company policies, data privacy, and quality standards.
 </li>
 <li>
 Collaborate with HR, IT, and Operations to improve systems and processes.
 </li>
 <li>
 Manage call center tools, CRM systems, and telephony platforms.
 
 
 </li>
 </ul>
 
 Qualifications &amp; Requirements
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Management, or a related field (preferred).
 </li>
 <li>
 3&ndash;5 years of experience in call center operations, with at least 2 years in a managerial role.
 </li>
 <li>
 Strong leadership and people-management skills.
 </li>
 <li>
 Experience working with KPIs, dashboards, and performance reporting.
 </li>
 <li>
 Excellent communication and problem-solving skills.
 </li>
 <li>
 Ability to work under pressure and manage multiple priorities.
 </li>
 <li>
 Strong analytical and decision-making abilities.
 </li>
 <li>
 Proficiency in CRM systems and call center software.
 </li>
 <li>
 Fluent in English (additional languages are a plus).
 
 
 </li>
 </ul>
 
 Key Skills
 
 
 
 <ul>
 <li>
 Team leadership &amp; coaching
 </li>
 <li>
 Customer experience management
 </li>
 <li>
 Performance analysis &amp; reporting
 </li>
 <li>
 Conflict resolution
 </li>
 <li>
 Process improvement
 </li>
 <li>
 Time &amp; workforce management
 </li>
 </ul>
</div>

Call Center Manager

Mars

<div>
 
 
 Job Description:
 
 
 
 
 Job Specification:
 
 
 Education &amp; Professional Qualification
 
 
 Graduate calibre, with experience in a blue chip FMCG/consumer products and customer
 
 
 development/field sales.
 
 
 Knowledge/Experience
 
 
 <ul>
 <li>
 Experience in customer development and demonstrated ability to work through others
 
 
 </li>
 </ul>
 in a resourceful and inspiring manner to deliver business results.
 
 
 <ul>
 <li>
 Strong track record of executing strategies that clearly measure the performance
 
 
 </li>
 </ul>
 against defined KPI&rsquo;s, taking action to address gaps and strive for continuous
 
 
 improvement.
 
 
 <ul>
 <li>
 Ability to challenge the status quo with a can do attitude and manage resources to
 
 
 </li>
 </ul>
 deliver business and customer objectives and deliver a strong mutual ROI.
 
 
 <ul>
 <li>
 Driven, self-reliant and resilient and able to respond and adapt to a fast moving, swiftly
 
 
 </li>
 </ul>
 changing environment.
 
 
 <ul>
 <li>
 Proven ability to build strong and influential relationships with key stakeholders across
 
 
 </li>
 </ul>
 a diverse customer base
 
 
 
 Job Description
 
 
 
 This role will be responsible for delivering the channel/ customer KPI and ambitions and driving excellent execution and the physical availability of our brands in line with the overall field sales strategy. This role will be responsible for the day-to-day delivery of results by leading, developing and inspiring the merchandizing team and all stakeholders towards a high performance and delivery culture. The Modern Trade Account Manager will be responsible for the following areas, and will work across all MARS categories (Chocolate, Pet Food, Ice Cream) :
 
 
 <ul>
 <li>
 Co-ordination and line management of a team of merchandisers and sales representatives working across an allocated store territory to ensure delivery of their KPI&rsquo;s and work plans, specifically to ensure the delivery of world class execution of the following :
 </li>
 <li>
 Managing the forecast planning for Modern Trade Customers assigned in coordination with Demand Team.
 </li>
 <li>
 Manage the customer&rsquo;s profitability in the Segment in line with the Sales policies &amp; plans.
 </li>
 <li>
 Build customer networks and relations for the benefit of MARS business.
 </li>
 <li>
 Negotiating &amp; executing annual BDA contracts with customers HQ, and ensuring perfect compliance with plans.
 </li>
 <li>
 Achieving assigned targets associated to these plans.
 </li>
 <li>
 Delivering freshness targets &amp; zero returns. The territory of the Modern Trade Account Manager will include stores that are strategic to MARS business. Therefore, the modern trade account manager will be personally accountable for delivering the following strategic tasks:
 </li>
 <li>
 Negotiating promotional space and budgets
 </li>
 <li>
 Planning the implementation of big events &amp; activities and ensuring perfect execution, and owning the planning &amp; execution of any store specific activity for their stores
 </li>
 <li>
 Long term activity planning for the full quarter ahead P a g e | 3
 </li>
 <li>
 Tracking &amp; reporting their business performance and delivering quality quarterly business reviews internally &amp; externally with their store contacts &ndash; covering: EPOS review of category performance, MARS performance, competitor performance, business drivers/drainers &amp; opportunities for incremental growth going forward
 </li>
 <li>
 Identifying further opportunities in store on top of the head office &amp; store aligned business plans, and working with their field sales manager to deliver these to drive incremental results
 </li>
 <li>
 Creating a feedback/reporting loop between their stores and head office to ensure there is a regular flow of information and competitor insights back to head to office.
 </li>
 <li>
 Role modelling the behaviours as per Mars 5 Principles required from their team The Modern Trade Account Manager will have the support of FOTS merchandisers and Supervisors to support their appointed store territory and delivering the following execution tasks:
 </li>
 <li>
 Taking manual orders, checking stock levels, managing OOS&rsquo;s, activating bar codes at store level, following up on deliveries, owning the relationship between MARS and key personnel in store, ensuring implementation of planograms, managing personnel/administrative requirements of the merchandising team, and in some cases line management for merchandisers.
 </li>
 <li>
 Delivery and execution of co-packs, managing the follow up and execution of LPO&rsquo;s with the customer services team.
 </li>
 <li>
 Negotiating proper number of secondary displays for Mars products- Regular monitoring of shelve space and prices- Monitoring price indexes vs. competition; and correct in line with Mars strategy.
 </li>
 <li>
 Monitor competitors&rsquo; performance. Report immediately on any aspect of market, trade and product that could affect our business or could provide us with a business opportunity, and propose measures lead. This role requires good leadership and commercial capability including the ability to build, inspire, engage and motivate teams while consistently delivering results.
 
 
 </li>
 </ul>
 Work with diverse and talented Associates, all guided by the Five Principles. Join a purpose driven company, where we&rsquo;re striving to build the world we want tomorrow, today. A strong focus on learning and development support from day one, including access to our in-house Mars University. An industry competitive salary and benefits package, including company bonus.
</div>

Modern Trade Customer Manager

WOROOD

<div>
 Job Description:
 
 
 Handle day-to-day customer service inquiries across all channels (phone, email, chat, and
 
 
 face-to-face when needed), while owning complex, high-impact cases and supporting the team
 
 
 when required
 
 
 Manage escalated customer complaints and complex cases, including hard calls, with
 
 
 confidence and empathy.
 
 
 Communicate clearly and professionally, demonstrating sound judgment across all customer
 
 
 touchpoints.
 
 
 Address cases raised from social media and other platforms, ensuring timely and appropriate
 
 
 resolution.
 
 
 Manage order follow-ups and coordinate with logistics to resolve delivery delays or service
 
 
 issues.
 
 
 Identify at-risk customers and apply retention-focused solutions to prevent churn.
 
 
 Act as the first senior escalation point prior to management involvement, ensuring full case
 
 
 ownership.
 
 
 Maintain brand tone and service standards in all customer interactions, including sensitive
 
 
 situations.
 
 
 Monitor assigned ticket queues, prioritize cases effectively, and support SLA achievement
 
 
 through timely follow-up and resolution.
 
 
 Proactively track open tickets, aging cases, and response times, escalating risks that may
 
 
 impact SLA performance.
 
 
 Collect customer feedback and identify reasons for returns or dissatisfaction to support
 
 
 service improvement.
 
 
 Identify when a case requires management escalation and coordinate accordingly with clear
 
 
 documentation.
 
 
 Requirements:
 
 
 5+ years of customer service experience, preferably within e-commerce, fashion, or
 
 
 international service environments.
 
 
 Excellent verbal and written communication skills in Arabic and English.
 
 
 Strong phone etiquette with the ability to manage challenging and escalated conversations.
 
 
 Experience handling customer escalations, retention cases, and social media interactions.
 
 
 High emotional intelligence and sound professional judgment, with a strong sense of
 
 
 ownership and the ability to manage customer interactions effectively.
 
 
 Strong problem-solving skills with attention to detail and organization.
 
 
 Ability to multitask and work under pressure in a fast-paced environment.
 
 
 Passion for delivering high-quality customer experiences and driving customer loyalty.
 
 
 Fluency in English is a must.
 
 
 Experience in offshore or international customer service environments is a plus.
 
 
 Familiarity with CRM platforms (e.g., Zendesk, Gorgias) is a plus.
</div>

Senior Customer Service

Conectys

<div>
 
 As a
 
 Team Manager
 
 , you will be part of a dynamic, customer-centric team that values precision, efficiency, and proactive problem-solving. Your work will directly contribute to building trust, resolving issues effectively, and improving the overall platform experience for our global client base.
 
 
 
 
 
 With over 3000 employees across 11 sites,
 
 Conectys
 
 is one of the fastest growing BPOs on the market, offering multilingual outsourcing services to customers in the Gaming and Entertainment, Consumer Electronics, Healthcare industries and many more. Here at Conectys we work together to support each other in a common interest, making our customers&rsquo; success our own success.
 
 
 
 
 
 
 What will make you successful for the role:
 
 
 
 
 
 <ul>
 <li>
 C1 level of English, both written &amp; spoken;
 </li>
 <li>
 min. 1 year of BPO experience
 </li>
 <li>
 min. 1 year of experience in managing teams
 </li>
 <li>
 Good communication and leadership skills;
 </li>
 <li>
 Ability to adjust your frame of thinking and quickly change priorities to meet deadlines;
 </li>
 <li>
 Proactivity, driven to suggest and implement quality;
 </li>
 <li>
 Willingness to work from the office
 </li>
 </ul>
 
 
 
 
 
 Within your role, you will:
 
 
 
 
 
 <ul>
 <li>
 You will coordinate day-to-day activities within your team
 </li>
 <li>
 You will provide guidance to your team members, by answering to their needs, and identifying areas of improvement, training needs;
 </li>
 <li>
 You will define and manage tasks, roles, and responsibilities of your team members in order for them to meet/exceed the SLA&rsquo;s agreed with our clients;
 </li>
 <li>
 You will supervise the performance of your team, identifying ways to work more effectively;
 </li>
 <li>
 You will report the overall performance of your team and suggest possible areas of improvement;
 </li>
 <li>
 You will lead by example and help your team achieve its full potential.
 </li>
 </ul>
 
 
 
 
 
 Sounds good? Find out what you can get:
 
 
 
 
 
 <ul>
 <li>
 Competitive salary package
 </li>
 <li>
 The opportunity to work in a multi-cultural environment;
 </li>
 <li>
 Learning programs for your development;
 </li>
 </ul>
 
 
 
 
 We take pride in our approach to diversity, as we believe it adds value to every organization and enriches each of our lives. We are committed to the fair treatment of our staff, regardless of race, gender, religion, sexual orientation, responsibility for dependents, age, physical/mental disability, or background.
 
</div>

Team Manager with English – FinTech/Crypto Platform

Orange Business

<div>
 
 About Us
 
 
 
 Join us at Orange Business!
 
 
 We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
 
 
 Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
 
 
 
 About The Role
 
 
 
 Key Tasks and Responsibilities:
 
 
 Act as level 1 escalation and engage crises management process if needed on that level
 
 
 Work with management on team training plan
 
 
 Work with management on service acceptance
 
 
 Work with management on incident auditing for team members
 
 
 Work on preparing Rosters for the team and handle changes through the month
 
 
 Ensure incidents are allocated to the most appropriate next step as part of the incident flow process and perform technical escalations in line with company procedures
 
 
 Liaise and refer issues to correct/ relevant resolution entities and other vendors as appropriate
 
 
 Build relationships with peer and management levels
 
 
 Follow up on the team KPIs, and communicate to team members ways to improve it
 
 
 Owns the chronic and complex problems / incidents and drive those incidents for quick and efficient solution
 
 
 Determination to process tasks according to predefined processes is essential
 
 
 Provide technical assistance to the customer service management organization for the creation of the Root Cause analysis ( RCA)
 
 
 Lead communication in complex situations with internal and external stakeholders
 
 
 Undertake any other reasonable task assigned by management
 
 
 
 About You
 
 
 
 Skills &amp; Qualifications:
 
 
 Available During on-call hours, public Holidays and weekends.
 
 
 Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
 
 
 People management skills.
 
 
 Fluent in English
 
 
 Good consulting and problem-solving skills
 
 
 Able to work independently and efficiently to meet deadlines.
 
 
 Prompt, responsive, responsible and friendly approach to customer problems
 
 
 Able to understand complex Customer infrastructure and good understanding of Services proposed by Orange
 
 
 
 Excellent Customer Skills And Focus Are Required
 
 
 
 Ability to work under pressure and to deal with multiple task.
 
 
 General knowledge of the technologies the team supporting.
 
 
 High Flexibility during on-call hours, Public Holidays and weekends.
 
 
 Educational background:
 
 
 <ul>
 <li>
 Bachelor Degree in Telecommunication Engineering, or Computer science (or other equivalent and related degree).
 
 
 </li>
 </ul>
 Professional Experience:
 
 
 <ul>
 <li>
 Minimum of 2-3 years related work experience in. service Desk or similar activity team or similar organizations within the telecom or IT industry. Or 4-5 years of experience in same field but not within Orange.
 </li>
 <li>
 Solid virtual team management experience.
 </li>
 <li>
 Good level of practiced technical knowledge.
 
 
 </li>
 </ul>
 
 What We Offer
 
 
 
 <ul>
 <li>
 Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
 </li>
 <li>
 Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
 </li>
 <li>
 Professional Development: training programs and upskilling/re-skilling opportunities.
 </li>
 <li>
 Career Growth: Internal growth and mobility opportunities within Orange.
 </li>
 <li>
 Caring and Daring Culture: Health and well-being programs and benefits, diversity &amp; inclusion initiatives, CSR and employee connect events.
 </li>
 <li>
 Reward Programs: Employee Referral Program, Change Maker Awards.
 
 
 </li>
 </ul>
 
 Only Your Skills Matter
 
 
 
 Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.
</div>

Team Leader

Foundever

<div>
 
 PURPOSE OF THE JOB
 
 
 
 Responsible for supervising team's performance, ensuring that client's metrics are met, and the morale of the team is charged to drive the team towards success.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 To manage the performance of the team, develop and coach team members when they are carrying out their normal duties.
 </li>
 <li>
 To recognize and reward the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience.
 </li>
 <li>
 To deal with underperformance cases in a professional, consistent, and timely manner, seeking advice as necessary.
 </li>
 <li>
 To conduct regular 1:1 daily checkpoints and weekly PEPs.
 </li>
 <li>
 Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve, and agreeing on and monitoring development plans.
 </li>
 <li>
 To manage the workloads of the team, motivating them to ensure that all KPIs are met.
 </li>
 <li>
 Communicate effectively with the team ensuring that all messages and information are being communicated consistently.
 </li>
 <li>
 Ensure a high standard of code and leadership by being a role model and setting an example for others to follow.
 </li>
 <li>
 To manage client relationships where applicable.
 </li>
 <li>
 To manage the day-to-day activities in the call center with your peers and the OMD team.
 </li>
 <li>
 To ensure that agreed service levels for the support are consistently delivered across all lines of business.
 </li>
 <li>
 To be flexible, independent, and innovative.
 </li>
 <li>
 Communicate with Remote sites and Clients - on a weekly basis.
 
 
 </li>
 </ul>
 
 Quality
 
 
 
 <ul>
 <li>
 To monitor and provide feedback on all transactions (calls, emails, faxes, data entry, case logs) as applicable to current and future business.
 </li>
 <li>
 To provide individual coaching &amp; training to team members where appropriate.
 </li>
 <li>
 Reach targets in respect of quality.
 </li>
 <li>
 Foster a culture of continuous improvement in the account and overall operation.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 
 EXPERIENCE, KNOWLEDGE, AND SKILLS REQUIRED
 
 
 
 <ul>
 <li>
 Fluency in the English language C1
 </li>
 <li>
 US or Canadian experiencee is a must
 </li>
 <li>
 Experince in a Telecomunication account is a must
 </li>
 <li>
 Candidates should be qualified for a University Degree level or equivalent
 </li>
 <li>
 Previous Call Centre management experience is a must
 </li>
 <li>
 Knowledge in Microsoft Office &ndash; Word/PowerPoint/Excel.
 </li>
 <li>
 High-level knowledge of PC applications &ndash; Hardware &amp; Software (Preferable).
 </li>
 <li>
 Excellent communication skills.
 </li>
 <li>
 Ability to work on one&rsquo;s own initiative and under pressure to achieve results and targets.
 </li>
 <li>
 Demonstrate organizational and time management ability.
 </li>
 <li>
 Professionalism to deal with people management issues as they arise.
 </li>
 <li>
 Good attention to detail is a requirement.
 
 
 </li>
 </ul>
 
 JOB COMPETENCIES
 
 
 
 <ul>
 <li>
 Execution
 </li>
 <li>
 Communication
 </li>
 <li>
 Result Orientation
 </li>
 <li>
 Leadership
 </li>
 <li>
 Customer Focus
 
 
 </li>
 </ul>
 
 SECURITY COMPLIANCE
 
 
 
 Employees must maintain compliance with Foundever's safety, security, and privacy programs. Responsible for being an active participant in the Foundever safety, security, and privacy programs to protect Foundever's business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all Foundever's employees.
 
 
 
 ETHICS COMPLIANCE
 
 
 
 Foundever is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. Employees are encouraged to observe the highest standards of professionalism at all times and are expected to adhere to Foundever's policies on ethics and integrity.
</div>

Team Manager - US / Telecommunication/ Experience

Diversey

<div>
 
 
 Job Title:
 
 Account Manager &ndash; Sales FSR
 
 
 
 Function:
 
 Sales &ndash; FSR
 
 
 
 Scope:
 
 Account / Relationship Management with primary focus on existing business. New business development is secondary.
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Manage assigned customer accounts within the food service and retail (FSR) sector and maintain strong long-term relationships with key stakeholders.
 </li>
 <li>
 Ensure customer satisfaction by understanding needs and aligning them with company products and services, particularly in hygiene and sanitation solutions.
 </li>
 <li>
 Maintain and grow revenue within existing accounts, including price capture and gross profit improvement.
 </li>
 <li>
 Identify new product opportunities and support sales activities within current customers.
 </li>
 <li>
 Provide technical service and support &mdash; including product training, hygiene audits, and dilution system checks &mdash; to add value and strengthen customer partnerships.
 </li>
 <li>
 Conduct regular customer follow-ups and status meetings as needed.
 </li>
 </ul>
 
 
 Knowledge &amp; Complexity:
 
 
 
 Requires good job knowledge and the ability to perform routine activities using standard procedures and reports. Familiarity with hygiene and cleaning solutions within food service and retail environments is essential.
 
 
 
 Requirements:
 
 
 <ul>
 <li>
 Experience in the food service and/or retail industry
 </li>
 <li>
 Background in hygiene, cleaning, or sanitation solutions is strongly preferred
 </li>
 <li>
 Proven account management or field sales experience
 </li>
 <li>
 Strong relationship-building and communication skills
 </li>
 <li>
 Willingness to travel within the assigned territory
 </li>
 </ul>
 
 
</div>

Account Manager

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