customer service consultant Jobs in Cairo

customer service consultant

customer experience representative Jobs in Cairo

customer experience representative

associate customer service specialist Jobs in Cairo

associate customer service specialist

call center customer service representative Jobs in Cairo

call center customer service representative

call center representative

customer support agent

ETISAL International Group

<div>
 
 We are seeking a highly motivated Customer Support Specialist to join our dynamic team. The successful candidate will be responsible for delivering exceptional customer service to our English-speaking clients, effectively resolving inquiries, and ensuring customer satisfaction in a fast-paced outsourcing environment.
 
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Deliver high-quality customer support via phone, email, and chat for English-speaking clients.
 </li>
 <li>
 Resolve customer inquiries, complaints, and issues in a prompt and efficient manner.
 </li>
 <li>
 Maintain a deep understanding of our products and services to provide accurate information to clients.
 </li>
 <li>
 Follow up with customers to ensure their issues are resolved and satisfaction is achieved.
 </li>
 <li>
 Document all customer interactions accurately and efficiently in the CRM system.
 </li>
 <li>
 Collaborate with team members and other departments to enhance the customer experience.
 </li>
 <li>
 Participate in training and development programs to improve product knowledge and customer service skills.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Proven experience in customer service or support roles, preferably in an outsourcing or offshoring environment.
 </li>
 <li>
 Excellent written and verbal communication skills in English.
 </li>
 <li>
 Strong problem-solving skills and the ability to think critically under pressure.
 </li>
 <li>
 Proficiency in using customer support software and CRM systems.
 </li>
 <li>
 Ability to work flexible hours, including shifts if necessary.
 </li>
 <li>
 Strong interpersonal skills and a customer-centric attitude.
 </li>
 <li>
 High level of patience and empathy towards customers.
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 <ul>
 <li>
 </li>
 <li>
 Competitive salary
 </li>
 <li>
 </li>
 <li>
 Paid training
 </li>
 <li>
 </li>
 <li>
 Social insurance
 </li>
 <li>
 </li>
 <li>
 Medical insurance
 </li>
 <li>
 </li>
 <li>
 Fast-paced work environment
 </li>
 </ul>
</div>

Customer Support Specialist (English Account)

The Address Investments

<div>
 
 
 Position Summary
 
 
 
 We are seeking a customer-focused and motivated
 
 Call Center Representative
 
 to join our team. In this role, you will handle inbound and/or outbound customer interactions, provide product and service information, resolve issues, and deliver an exceptional customer experience. The ideal candidate is an effective communicator, problem-solver, and team player with a positive attitude.
 
 
 
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Answer incoming calls, emails, or chats in a professional and timely manner
 </li>
 <li>
 Provide accurate information regarding products, services, policies, and procedures
 </li>
 <li>
 Handle customer concerns, complaints, and inquiries with patience and empathy
 </li>
 <li>
 Troubleshoot issues and escalate complex problems to the appropriate department
 </li>
 <li>
 Document all interactions and outcomes in the CRM system
 </li>
 <li>
 Follow call scripts, quality standards, and performance metrics
 </li>
 <li>
 Process orders, payments, and account updates when required
 </li>
 <li>
 Maintain a strong understanding of company offerings and updates
 </li>
 <li>
 Meet or exceed weekly and monthly call goals and customer satisfaction targets
 </li>
 <li>
 Contribute to a positive team environment and support colleagues as needed
 </li>
 </ul>
 
 
 
 
 
 Qualifications
 
 
 <ul>
 <li>
 Previous customer service or call center experience is a plus
 </li>
 <li>
 Strong verbal and written communication skills
 </li>
 <li>
 Active listening skills and the ability to build rapport
 </li>
 <li>
 Ability to multi-task, prioritize, and manage time effectively
 </li>
 <li>
 Comfortable using computers, CRM tools, and phone systems
 </li>
 <li>
 Problem-solving abilities with a customer-first mindset
 </li>
 <li>
 Ability to remain calm under pressure and handle difficult calls
 </li>
 <li>
 Availability for shift work, including evenings or weekends if required
 </li>
 </ul>
 
 
 
 
 
 What We Offer
 
 
 <ul>
 <li>
 Competitive hourly wage or salary
 </li>
 <li>
 Performance bonuses or incentives
 </li>
 <li>
 Comprehensive training and ongoing development
 </li>
 <li>
 Health, dental, and retirement benefits (if applicable)
 </li>
 <li>
 Opportunities for career growth within the company
 </li>
 <li>
 Supportive and engaging team environment
 </li>
 </ul>
 
 
</div>

Call Center Customer Service Representative

Fresh Call Center

Fresh Customer Service

<div>
 
 
 Position Summary
 
 
 
 We are seeking a customer-focused and motivated
 
 Call Center Representative
 
 to join our team. In this role, you will handle inbound and/or outbound customer interactions, provide product and service information, resolve issues, and deliver an exceptional customer experience. The ideal candidate is an effective communicator, problem-solver, and team player with a positive attitude.
 
 
 
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Answer incoming calls, emails, or chats in a professional and timely manner
 </li>
 <li>
 Provide accurate information regarding products, services, policies, and procedures
 </li>
 <li>
 Handle customer concerns, complaints, and inquiries with patience and empathy
 </li>
 <li>
 Troubleshoot issues and escalate complex problems to the appropriate department
 </li>
 <li>
 Document all interactions and outcomes in the CRM system
 </li>
 <li>
 Follow call scripts, quality standards, and performance metrics
 </li>
 <li>
 Process orders, payments, and account updates when required
 </li>
 <li>
 Maintain a strong understanding of company offerings and updates
 </li>
 <li>
 Meet or exceed weekly and monthly call goals and customer satisfaction targets
 </li>
 <li>
 Contribute to a positive team environment and support colleagues as needed
 </li>
 </ul>
 
 
 
 
 
 Qualifications
 
 
 <ul>
 <li>
 Previous customer service or call center experience is a plus
 </li>
 <li>
 Strong verbal and written communication skills
 </li>
 <li>
 Active listening skills and the ability to build rapport
 </li>
 <li>
 Ability to multi-task, prioritize, and manage time effectively
 </li>
 <li>
 Comfortable using computers, CRM tools, and phone systems
 </li>
 <li>
 Problem-solving abilities with a customer-first mindset
 </li>
 <li>
 Ability to remain calm under pressure and handle difficult calls
 </li>
 <li>
 Availability for shift work, including evenings or weekends if required
 </li>
 </ul>
 
 
 
 
 
 What We Offer
 
 
 <ul>
 <li>
 Competitive hourly wage or salary
 </li>
 <li>
 Performance bonuses or incentives
 </li>
 <li>
 Comprehensive training and ongoing development
 </li>
 <li>
 Health, dental, and retirement benefits (if applicable)
 </li>
 <li>
 Opportunities for career growth within the company
 </li>
 <li>
 Supportive and engaging team environment
 </li>
 </ul>
</div>

Fresh Customer Service (Grads only)

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)

Tabby | تابي

<div>
 
 
 Department:
 
 Training and Quality
 
 
 
 Location:
 
 Egypt
 
 
 
 
 Description
 
 
 
 
 Role Overview
 
 
 As our
 
 Knowledge Base (KB) Specialist
 
 , you&rsquo;ll ensure CX agents have fast, easy access to clear, accurate, and up-to-date information. From writing and maintaining internal articles to managing content systems and optimizing search, you&rsquo;ll turn complexity into clarity and help shape the future of agent knowledge at Tabby. This role blends
 
 content creation with technical knowledge management
 
 , requiring both strong writing skills and the ability to manage the systems and structures behind the knowledge base.
 
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 What You&rsquo;ll Be Doing
 
 <ul>
 <li>
 
 Internal Content Creation and Maintenance
 
 &ndash; Write and update KB articles, workflows, and FAQs that guide agent decision-making and support handling across all CX lines of business (LOBs).
 
 
 Content Quality and Accuracy
 
 &ndash; Ensure documentation is correct, easy to understand, and aligned with our tone of voice, formatting standards, and compliance requirements.
 
 
 Knowledge Structure and Navigation
 
 &ndash; Design, organize, and categorize content for easy discovery and searchability, minimizing confusion and handling time.
 
 
 Technical Knowledge Management
 
 &ndash; Manage knowledge systems, including user access, permissions, and content version control. Apply principles of information architecture to optimize search results and content findability.
 
 
 Reporting and Analysis
 
 &ndash; Track article views, searches, and usage patterns to identify friction points. Analyze data to improve clarity, reduce duplicate content, and prioritize updates.
 
 
 Feedback and Iteration
 
 &ndash; Use agent feedback (via Slack, forms, QA), escalations, and training insights to identify gaps or unclear content, then proactively address them.
 
 
 Collaboration with SMEs
 
 &ndash; Work closely with Product, Ops, Training, and Compliance teams to source accurate information, validate content, and ensure timely updates.
 
 
 Process &amp; Standards
 
 &ndash; Uphold content standards and structures, hold stakeholders accountable for updates, and standardize how policies, procedures, and product flows are documented.
 
 
 Technical Contribution
 
 &ndash; Leverage front-end coding knowledge (JavaScript, HTML, CSS) to manage CMS customizations, formatting, and system improvements.
 
 
 
 
 
 </li>
 </ul>
 
 Skills, Knowledge &amp; Expertise
 
 
 
 
 Skills, Knowledge &amp; Expertise
 
 <ul>
 <li>
 Excellent written
 
 English and Arabic
 
 with
 
 
 strong editing, formatting, and structuring skills
 </li>
 <li>
 At least
 
 1 year of hands-on
 
 experience working with
 
 knowledge management tools
 
 (e.g., Helpjuice, Zendesk, Confluence, Notion)
 </li>
 <li>
 Comfortable working with structured and unstructured inputs (Slack threads, Notion docs, product specs) and turning them into clear KB content
 </li>
 <li>
 Familiarity with CX operations and how agents use knowledge bases
 </li>
 <li>
 Detail-oriented and process-driven, with the ability to maintain consistency and quality under pressure
 </li>
 <li>
 Experience collaborating with training, QA, compliance, or product teams
 </li>
 <li>
 Strong technical aptitude: ability to analyze reports, optimize search functionality, manage users/access, and apply principles of information architecture.
 </li>
 <li>
 coding experience (JavaScript, HTML, CSS) to support CMS content formatting and customizations.
 </li>
 </ul>
 
 
 Settling into the role
 
 
 
 
 We recognize that learning our tools, culture, and agent landscape takes time. Here's what the ramp-up will look like:
 
 
 <ul>
 <li>
 
 Month 1:
 
 Get to know our products, agent workflows, tools, and tone. Shadow live sessions, training sessions, product demos, and knowledge syncs.
 </li>
 <li>
 
 Month 2&ndash;3:
 
 Start co-owning content pieces, especially those tied to upcoming product changes.
 </li>
 <li>
 
 Month 4+:
 
 Take the lead on full content projects &mdash; from brief to delivery &mdash; and become the go-to for anything knowledge-related in agent education.
 
 
 </li>
 </ul>
 
 Preferred Qualifications
 
 <ul>
 <li>
 
 
 2+ years
 
 of experience in content design, CX enablement, or technical writing
 </li>
 <li>
 Experience supporting CX agents in fintech, e-commerce, or regulated industries is a plus.
 </li>
 <li>
 Understanding of CX tools (e.g., Zendesk, Intercom, Salesforce, Aircall)
 </li>
 <li>
 Experience with multilingual support teams or agents with limited English proficiency is a plus
 </li>
 <li>
 Familiarity with knowledge-centered support (KCS) or internal L&amp;D frameworks
 
 
 </li>
 </ul>
 
 
 Success in this role will be measured by:
 
 
 
 <ul>
 <li>
 Agent feedback and KB satisfaction
 </li>
 <li>
 Search success and article usage rates
 </li>
 <li>
 Reduction in escalations or handling time due to unclear guidance
 </li>
 <li>
 Efficiency of content system structure and usability.
 
 
 </li>
 </ul>
 Alignment with QA, policy, and training expectations
 
 
</div>

Knowledge Base Specialist

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