admin specialist

it support field engineer

key account specialist

sales specialist

call center specialist

helpdesk specialist

PetroApp | بتروآب

<div>
 PetroApp is looking for a detail-oriented and customer-focused
 
 Helpdesk Specialist
 
 to join our IT support team. In this role, you will serve as the first point of contact for employees seeking technical assistance and support related to computer systems, software, hardware, and network issues.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Respond to incoming helpdesk requests via phone, email, and ticketing system in a timely and professional manner
 </li>
 <li>
 Troubleshoot and resolve technical issues for end-users, ensuring minimal disruption to business operations
 </li>
 <li>
 Document all support requests and resolutions in the ticketing system accurately
 </li>
 <li>
 Provide guidance to users on software applications, network connectivity, and hardware functionality
 </li>
 <li>
 Assist in the setup and configuration of new hardware and software installations
 </li>
 <li>
 Monitor the performance of helpdesk systems and identify areas for improvement
 </li>
 <li>
 Coordinate PC setup and deployment for new employees using standard hardware, images, and software
 </li>
 <li>
 Develop and maintain user documentation and knowledge base articles to support self-service efforts
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Bachelor's degree in IT, Computer Science, or related field is a must
 </li>
 <li>
 1-2 years of experience in a helpdesk or IT support role
 </li>
 <li>
 Strong knowledge of Windows operating systems and common software applications
 </li>
 <li>
 Basic understanding of networking concepts and hardware
 </li>
 <li>
 Excellent communication skills, both verbal and written
 </li>
 <li>
 Proficient in documenting technical issues and resolutions
 </li>
 <li>
 Ability to work independently and manage multiple priorities in a fast-paced environment
 </li>
 <li>
 Customer service-oriented with a focus on providing exceptional assistance to users
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 <ul>
 <li>
 Private Health Insurance
 </li>
 <li>
 Training &amp; Development
 </li>
 <li>
 Performance Bonus
 </li>
 </ul>
</div>

Helpdesk Specialist

Decima International

<div>
 Decima International is a professional services company, providing project management and controls services to clients in the United States and the Middle East. Our mission is to become the premier professional services provider across all industry sectors we are engaged in. To accomplish this, Decima International's founders established a simple yet powerful formula:
 
 
 Approach each client engagement as a
 
 partnership
 
 , create an environment that attracts the
 
 most talented professionals
 
 and allows them to flourish, and regulate
 
 growth
 
 to maintain
 
 excellence
 
 in our service standards.
 
 
 
 Decima International
 
 is a professional services company, providing project management and controls services to clients in the United States and the Middle East. Our mission is to become the premier professional services provider across all industry sectors we are engaged in. To accomplish this, Decima International's founders established a simple yet powerful formula:
 
 
 Approach each client engagement as a partnership, create an environment that attracts the most talented professionals and allows them to flourish, and regulate growth to maintain excellence in our service standards.
 
 
 We are looking for a driven and capable
 
 IT Specialist
 
 to support us in maintaining and optimizing our technology infrastructure, ensuring seamless operations, and enabling our teams to perform at their best.
 
 
 You will play an integral role in managing and securing company systems, providing technical support, maintaining IT infrastructure, and ensuring compliance with cybersecurity standards and best practices.
 
 
 We are looking to bring in dedicated individuals with a passion for technology and a talent for multitasking in a fast-paced environment. We will help you grow, pursue, and fulfill what inspires you so we can make big impacts on the world together.
 
 
 
 RESPONSIBILITIES:
 
 
 
 <ul>
 <li>
 
 Device &amp; Platform Management (RMM/MDM)
 
 </li>
 <ul>
 <li>
 
 Remote Monitoring &amp; Management (RMM):
 
 </li>
 <ul>
 <li>
 Administer and maintain the company's RMM platform to proactively monitor system health, deploy security patches, manage software updates, and ensure compliance across all endpoints.
 </li>
 <li>
 Develop and manage automation scripts for routine IT tasks, such as provisioning, de-provisioning, and scheduled maintenance.
 </li>
 </ul>
 <li>
 
 Mobile Device Management (MDM):
 
 </li>
 <ul>
 <li>
 Manage the entire lifecycle of all corporate and approved BYOD mobile devices (i.e., iPads/iPhones) using the MDM platform (e.g., Jamf, Microsoft Intune, Workspace ONE).
 </li>
 <li>
 Configure and enforce device security policies, including encryption, access controls, and remote wipe capabilities.
 </li>
 <li>
 Manage and distribute corporate applications and content via the MDM platform.
 </li>
 </ul>
 </ul>
 <li>
 
 Technical Support &amp; Troubleshooting
 
 </li>
 </ul>
 <ul>
 <li>
 </li>
 <ul>
 <li>
 Serve as the primary point of contact for technical support, managing, prioritizing, and resolving tickets via a helpdesk system (e.g., Zendesk, Jira Service Desk).
 </li>
 <li>
 Provide timely troubleshooting and resolution for hardware, software, network, and peripheral issues for local and remote users.
 </li>
 <li>
 Support core business applications (e.g., Microsoft 365/Google Workspace, ERP systems, video conferencing).
 </li>
 <li>
 Onboard and offboard employees, including account creation, device setup, and hardware retrieval.
 </li>
 </ul>
 </ul>
 
 
 <ul>
 <li>
 Infrastructure &amp; Security
 </li>
 <li>
 </li>
 <ul>
 <li>
 Assist with the maintenance of network infrastructure (Wi-Fi, VPN access, printers).
 </li>
 <li>
 Enforce IT security policies, including password complexity, Multi-Factor Authentication (MFA) setup, and security awareness.
 </li>
 <li>
 Maintain accurate inventory of all IT assets and licenses.
 </li>
 <li>
 Ensure SharePoint is properly protected and maintained with periodic backups as required.
 
 </li>
 </ul>
 </ul>
 
 QUALIFICATIONS
 
 
 
 
 Required Qualifications:
 
 
 
 <ul>
 <li>
 Bachelor's degree in Information Technology, Computer Science, or a related field.
 </li>
 <li>
 5+ years of experience in IT support or systems administration.
 </li>
 <li>
 Strong knowledge of Microsoft 365, Windows/macOS administration, and cloud services.
 </li>
 <li>
 Experience managing RMM and MDM tools (e.g., Jamf, Intune, Workspace ONE).
 </li>
 <li>
 Solid understanding of networking fundamentals (LAN/WAN, VPN, Wi-Fi).
 </li>
 <li>
 Familiarity with IT security practices and standards, including MFA, encryption, and access control.
 </li>
 <li>
 Excellent troubleshooting, problem-solving, and communication skills.
 </li>
 <li>
 Ability to manage multiple priorities and work independently in a distributed environment.
 
 
 </li>
 </ul>
 
 Preferred Qualifications:
 
 
 
 <ul>
 <li>
 Professional certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.
 </li>
 <li>
 Experience with scripting languages (PowerShell, Bash, or Python).
 </li>
 <li>
 Familiarity with ERP systems and IT automation tools.
 </li>
 <li>
 Experience supporting hybrid or remote work environments.
 
 
 </li>
 </ul>
 
 Position Details:
 
 
 
 <ul>
 <li>
 
 Primary Location (Office-based):
 
 Heliopolis, Cairo, Egypt
 </li>
 <li>
 
 Position:
 
 IT Specialist
 </li>
 <li>
 
 Position Classification:
 
 Salary-based part-time hours (12 hours/week; 3 days a week x 4 hours a day)
 
 
 </li>
 </ul>
 
 PRODUCTIVITY TOOLS:
 
 
 
 <ul>
 <li>
 Microsoft Office
 </li>
 <li>
 Microsoft 365
 </li>
 <li>
 Remote Monitoring &amp; Management (RMM) Platform
 </li>
 <li>
 Mobile Device Management (MDM) Platform
 </li>
 <li>
 Helpdesk System (e.g., Zendesk, Jira Service Desk)
 
 
 </li>
 </ul>
 Decima International is an Equal Opportunity Employer who is committed to the safety and wellbeing of all. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law.
 
 
 At Decima International, we offer a competitive salary package, including paid time off and performance-based bonuses. We also provide excellent medical, vision and dental insurance for our employees.
</div>

IT Specialist (Part-Time)

Group-IB

<div>
 
 
 ABOUT GROUP-IB:
 
 
 
 Founded in 2003 and headquartered in Singapore, Group-IB is a leading creator of cybersecurity technologies to investigate, prevent, and fight digital crime. Combating cybercrime is in the company&rsquo;s DNA, shaping its technological capabilities to defend businesses, and citizens, and support law enforcement operations.
 
 
 
 
 
 Group-IB&rsquo;s Digital Crime Resistance Centers (DCRCs) are located in the Middle East, Europe, Central Asia, and Asia-Pacific to help critically analyze and promptly mitigate regional and country-specific threats. These mission-critical units help Group-IB strengthen its contribution to global cybercrime prevention and continually expand its threat-hunting capabilities.
 
 
 
 
 
 
 Each of us can help make the world a safer place. Join us!
 
 
 
 
 
 
 ABOUT THE ROLE:
 
 
 
 IT Support Specialist role is very important in a company because it helps employees overcome technical issues and provides them with the necessary resources to perform their work effectively.
 
 
 
 
 
 
 YOUR MISSION:
 
 
 <ul>
 <li>
 Receiving, assigning support requests, and collecting information about issues.
 </li>
 <li>
 Troubleshooting computer and software issues.
 </li>
 <li>
 Collaborating with the IT team to resolve user problems.
 </li>
 <li>
 Managing user accounts, access rights, and resources.
 </li>
 <li>
 Providing user support, training, and clear technical guidance.
 </li>
 <li>
 Writing user instructions and documentation.
 </li>
 </ul>
 
 
 
 
 
 WHAT SUCCESS LOOKS LIKE:
 
 
 <ul>
 <li>
 Experience as an IT Support Specialist, Helpdesk Technician, or similar role 2+ years
 </li>
 <li>
 Strong knowledge of computer hardware, operating systems (Windows, macOS) and common office software.
 </li>
 <li>
 Understanding of networks (LAN/WAN), Wi-Fi, VPN, and basic troubleshooting.
 </li>
 <li>
 Understanding of IT security practices (antivirus, updates, backups).
 </li>
 <li>
 Good problem-solving and multitasking skills.
 </li>
 <li>
 Strong communication skills and ability to explain technical issues clearly to non-technical users.
 </li>
 <li>
 Ability to write user instructions and maintain documentation.
 </li>
 <li>
 Team player with strong collaboration skills.
 </li>
 <li>
 English level: Upper-Intermediate (B2)
 </li>
 </ul>
 
 
 
 
 Good to have:
 
 <ul>
 <li>
 Strong customer service orientation and patience when dealing with users.
 </li>
 <li>
 Ability to prioritize tasks and work under pressure.
 </li>
 <li>
 Experience with Active Directory, user account management, and access rights.
 </li>
 </ul>
 
 
 
 
 
 OUR WORK ENVIRONMENT &amp; CULTURE:
 
 
 
 At Group-IB, we believe that employee happiness is fundamental to success. We foster a supportive, inclusive, and dynamic workplace where every team member is empowered to grow. Whether you&rsquo;re aiming to deepen your expertise, step into leadership, explore new departments, or take your career abroad, we provide diverse opportunities for professional development.
 
 
 Our team is made up of specialists from around the world who bring deep international expertise and thrive on solving complex challenges. You&rsquo;ll be working with cutting-edge technologies recognized globally by Gartner, IDC, and Forrester, and contributing to projects that span across 60 countries alongside 450+ partners and 500+ clients.
 
 
 We take pride in our multicultural, values-driven culture&mdash;where mutual respect, collaboration, and shared goals unite us across borders. And with Group-IB&rsquo;s continued global growth and financial stability, your career trajectory here can accelerate faster than in most traditional environments.
 
 
 
 
 
 
 WHAT DO WE OFFER
 
 :
 
 <ul>
 <li>
 Flexible Work Schedule
 </li>
 <li>
 We don&rsquo;t believe in fixed hours&mdash;what matters is impact, not time spent. You have the freedom to design your own workday in a way that drives results and balance.
 </li>
 <li>
 Comprehensive Health Coverage
 </li>
 <li>
 Your well-being comes first. We offer health insurance to support you when it matters most.
 </li>
 <li>
 Certifications &amp; Continuous Learning
 </li>
 <li>
 Our team holds over 1,000 globally recognized certifications, including CEH, CISSP, OSCP, and more. Through our incentive program, we cover the cost of professional development&mdash;because your growth fuels our innovation.
 </li>
 <li>
 Meaningful Challenges &amp; Growth Paths
 </li>
 <li>
 From soft skills development to advanced technical training, a wide range of internal programs help you expand your skill set&mdash;and earn recognition and rewards along the way.
 </li>
 <li>
 Entrepreneurial spirit is encouraged
 </li>
 <li>
 We value initiative. Whether it&rsquo;s launching a tech blog, organizing events, building communities, or starting a sports team&mdash;Group-IB is a place where bold ideas are supported and celebrated.
 </li>
 </ul>
 
 
</div>

IT Support Specialist

Shell

<div>
 
 Job Title: Customer Success Specialist
 
 
 
 
 Job Purpose:
 
 
 
 This job sits within the Customer Operation Journey forming a critical part of the Customer Fulfilment Cycle. The Customer Success Specialist provides high quality frontline support to existing Shell Customers from Order to payment. Customer Operations Specialist drives proactive communications, value-adding interactions, and effective issue resolution, providing best-in market Customer experience. Customer Value Proposition that sets Shell apart from its competitors. And supports Account Managers in on-boarding Customers to Shell and delivering all
 
 
 relevant changes to the customer agreement throughout the contract life cycle. The CSS pricing and the contract set up, amendment and management process.
 
 
 Follows and adjusts procedures, guidelines, and work instructions. Discusses these changes with other departments and ensures quality and efficiency improvement of work activities.
 
 
 <ul>
 <li>
 Advises internal stakeholders on topics related to own area of expertise. Interaction with others demands influencing and persuasion in a tactful manner to explain and advise on performed analyses of information.
 </li>
 <li>
 Identifies shortcomings in current processes, systems and procedures within the assigned unit and suggests improvements.
 
 
 </li>
 </ul>
 
 Principal Accountabilities:
 
 
 
 This role may focus on some or all the accountabilities below, depending on operational requirements. Businesses serviced include but are not limited to: Global Commercial, these activities cover all Customer levels including Key Accounts and Platinum Customers.
 
 
 
 Order Management:
 
 
 
 <ul>
 <li>
 Place, amend and orders, liaising with other service partners in LSC, OTD &amp; Credit as required.
 </li>
 <li>
 Provide change information of planned shipments to schedulers and scheduling admin team, particularly to VMI Customers.
 </li>
 <li>
 Manage Delivery Status &ndash; take ownership of delivery status enquiries and troubleshooting; proactively tracking and Business Partners as required.
 </li>
 <li>
 Delivery Schedule Support Service - proactively call out to Customer, to manage delivery issues.
 </li>
 <li>
 Schedule standard and non-standard orders (packed product).
 </li>
 <li>
 Process Returned Product.
 
 
 </li>
 </ul>
 
 Credit Management:
 
 
 
 <ul>
 <li>
 Debt Collection &amp; Cash Allocation &ndash; Administer debt collection, including direct debit rejections, allocations, refund/write-o//write on management, Cash and noncash security handling.
 </li>
 <li>
 Block Order Management &ndash; Monitor open orders, review order status and action blocked orders.
 </li>
 <li>
 Handle basic Customer credit enquiries.
 
 
 </li>
 </ul>
 
 Dispute Management:
 
 
 
 <ul>
 <li>
 Own the end-to-end Disputes process for Quantity, Pricing, Tax and Master Data Disputes. This includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes. Close the loop with Customer on case outcome and confirm closure of case.
 
 
 </li>
 </ul>
 
 Feedback and Issues:
 
 
 
 Manage Customer complaints feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers.
 
 
 
 Lubricant Service Administration:
 
 
 
 Provide basic Customer advice about the scope of the Lubes Analyst Play Book, escalate any consultative advice to Technical Helpdesk. Coach Customers on how to use the Shell Lubes Analyst systems when recording new machines and oil samples
 
 
 Contract Management:
 
 
 <ul>
 <li>
 Work with Account Managers to provide pre-o/er, o/er and contract management support for standard and non-standard contract set up and maintenance, incompliance with the Offer Book.
 </li>
 <li>
 Execute contract legal and fiscal requirements, working with local legal focal.
 </li>
 <li>
 Follow-up directly with customers on missing contract documentation.
 </li>
 <li>
 Ensure contracts are signed and stored in line with local country requirements.
 </li>
 <li>
 Review contract performance as part of SCM process.
 </li>
 <li>
 Own contract documentation archiving and termination of customer contracts.
 </li>
 <li>
 Support preparing for tender bids.
 </li>
 <li>
 Securing 100% Compliance.
 
 
 </li>
 </ul>
 
 Pricing:
 
 
 
 Set up and maintain end to end pricing data, including confirming pricing, managing price increases and changes, implementing rebates and charge backs, investment deals, invoice accuracy, and resolving pricing related errors and disputes (also covers Distributor DFOA Customers)
 
 
 
 Trouble Shooting:
 
 
 
 Provide &ldquo;One Team&rdquo; support for Sales in owning and resolving all Deal Making issue resolution. Work to uncover issue root cause of issues and implement sustainable fixes.
 
 
 Act as resolution owner of Customer complaints. Feedback outcomes to COS Order to Cash colleagues who will communicate with customers
 
 
 
 Master Data Set Up &amp; Amend:
 
 
 
 <ul>
 <li>
 Maintain Sales Hierarchy, contract registers and banding adherence
 </li>
 <li>
 Set up and amend Customer master data
 </li>
 <li>
 Act as Resolution Owner for Master Data Disputes. Liaise with key interface, business partners and/or Customers to resolve them and perform invoice adjustment (in consultation with line manager and within the authorizations as applicable).
 </li>
 <li>
 Process manual vouchers received from Retailers during o/line card transactions
 </li>
 <li>
 Product Lifecycle Data Management: maintain inclusions, exclusions and listings of products in support of PLM and Customer specific requirements
 
 
 </li>
 </ul>
 
 Manage elements of the DFOA process:
 
 
 
 Manage and monitor Customer &amp; Distributor complaints mailbox through to resolution.
 
 
 <ul>
 <li>
 Ensure DFOA related ordering issues are visible and managed in accordance to service level agreement
 
 
 </li>
 </ul>
 
 Touchless Support and Setup:
 
 
 
 <ul>
 <li>
 Support and proactively encourage touchless uptake and utilization
 </li>
 <li>
 Act as first level support for system interface errors
 </li>
 <li>
 Act as a touchless setup lead in system-to-system setup with existing Customers (BCI, EID, OCR, EDI). Work with Customer IT teams to resolve issues and manage internal processes.
 
 
 </li>
 </ul>
 
 General Inquiries:
 
 
 
 Handle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell.
 
 
 
 Education Requirement/Field of Study
 
 : Bachelor&rsquo;s Degree
 
 
 
 Requirements:
 
 
 Skills &amp; Experience:
 
 
 
 <ul>
 <li>
 Bachelor degree preferred (Engineering, Business &amp; finance related major).
 </li>
 <li>
 Previous experience in Customer service or operations.
 </li>
 <li>
 English Language Proficiency.
 </li>
 <li>
 Experience in Microsoft O/ice; GSAP
 </li>
 <li>
 Data Analytics &amp; Insights
 </li>
 <li>
 Possess a strong Customer service ethic and ability to understand, meet and champion the Customer&rsquo;s needs, while staying within the policies and procedures of Shell.
 </li>
 <li>
 Able to demonstrate a continuous improvement mind-set.
 </li>
 <li>
 Demonstrated communication and relationship building skills.
 </li>
 <li>
 Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities.
 </li>
 <li>
 Value Chain Understanding.
 </li>
 <li>
 Commercial &amp; Economic Acumen.
 </li>
 <li>
 Contract Management.
 </li>
 </ul>
</div>

Customer Success Specialist

Müller's Solutions

<div>
 As an IT Support professional - Remote at M&uuml;ller's Solutions, you will be the first point of contact for our customers and employees needing technical assistance. In this role, you will diagnose, troubleshoot, and resolve wide-ranging technical issues related to hardware, software, and networks. You will ensure that users have the resources and support necessary for maximum productivity while working from home or remotely.
 
 
 
 Key Responsibilities:
 
 
 
 <ul>
 <li>
 Provide technical support and assistance via phone, email, and remote desktop tools to users experiencing IT issues
 </li>
 <li>
 Diagnose and troubleshoot hardware and software problems, including desktops, laptops, and peripherals
 </li>
 <li>
 Install and configure software applications, operating systems, and updates as needed
 </li>
 <li>
 Document support requests diligently and maintain accurate records of technical issues and solutions
 </li>
 <li>
 Assist in the setup and configuration of remote workstations and ensure that all necessary IT resources are available to users
 </li>
 <li>
 Manage and escalate complex issues to appropriate teams when necessary to ensure timely resolution
 </li>
 <li>
 Educate users on IT best practices and provide training for new software and tools
 </li>
 <li>
 Stay up-to-date with the latest technology and support tools to enhance the efficiency and quality of support services
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 
 Requirements:
 
 
 
 <ul>
 <li>
 Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience
 </li>
 <li>
 1-3 years of experience in a technical support or helpdesk role
 </li>
 <li>
 Strong knowledge of operating systems (Windows, macOS) and common software applications
 </li>
 <li>
 Familiarity with hardware components and troubleshooting methods for computers and peripherals
 </li>
 <li>
 Excellent problem-solving skills and the ability to explain technical issues clearly to users
 </li>
 <li>
 Strong verbal and written communication skills, with a focus on customer service
 </li>
 <li>
 Experience with remote support tools and ticketing systems
 </li>
 <li>
 Relevant IT certifications (A+, CompTIA, etc.) are a plus
 
 
 </li>
 </ul>
 
 Preferred Qualifications:
 
 
 
 <ul>
 <li>
 Experience working in a remote support environment
 </li>
 <li>
 Knowledge of networking concepts and principles
 </li>
 <li>
 Ability to work independently and manage multiple tasks effectively
 </li>
 <li>
 Familiarity with IT service management frameworks (ITIL) is advantageous
 </li>
 <li>
 Willingness to continuously learn new technologies and adapt to changing environments
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 Why Join Us:
 
 
 Opportunity to work with a talented and passionate team.
 
 
 Competitive salary and benefits package.
 
 
 Exciting projects and innovative work environment.
</div>

IT Support - Remote

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
 
 
 
 Role Context
 
 
 
 
 The Opportunity:
 
 
 
 <ul>
 <li>
 Excellent communication skills &ndash; Written &amp; Verbal (English/Arabic).
 </li>
 <li>
 Attention to detail
 </li>
 <li>
 Proven track record of strong focus towards high levels of Quality and Customer Service
 </li>
 <li>
 Ability to multi-task, depending on the criticality of the tasks.
 </li>
 <li>
 Self-motivated and should be able to work under minimal supervision.
 </li>
 <li>
 Good team player
 </li>
 <li>
 Flexibility to work in different shifts
 </li>
 <li>
 Strong Relationship building skills
 </li>
 <li>
 Quick Learner
 
 
 </li>
 </ul>
 
 What You&rsquo;ll Do
 
 
 
 
 Impact on the Business/Function
 
 
 
 <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>
 </ul>
 Measure
 
 
 <ul>
 <li>
 Reviewing ongoing aged queries, ensuring items are actione appropriate and providing feedback where necessary.
 </li>
 <li>
 By achieving a high net promoter score and positive commentary the in-country PCM teams, line managing and clients.
 </li>
 <li>
 By investigating accurately and identifying and handling queries t client&rsquo;s satisfaction.
 </li>
 <li>
 By keeping clients fully informed of progress throughout the life c of a query.
 </li>
 <li>
 By prioritizing work effectively in order of importance and urgency handling it in accordance with procedures.
 </li>
 <li>
 Demonstrate a sound knowledge of the payment industry and its associated processes and systems.
 
 
 </li>
 </ul>
 Measure
 
 
 <ul>
 <li>
 Responding and resolving the majority of payments related queries using knowledge of systems, procedures and internal contacts within the bank.
 </li>
 <li>
 Assistance in the retention the client and respond positively increasing the likelihood of new business from the client.
 
 
 </li>
 </ul>
 Measure
 
 
 <ul>
 <li>
 Feedback from internal and external stakeholders.
 </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)
 
 
 </li>
 </ul>
 Measure
 
 
 <ul>
 <li>
 Manage the delivery and resolution of all customer complaints for all CMB customer segments in supported region.
 </li>
 <li>
 Plan and prioritize work appropriately, address complaints in order of urgency and keep the customer informed throughout the process.
 </li>
 <li>
 Examine complaints data to grasp recurring issues, draw conclusions, and solve complaints to minimize errors, operational losses and rework.
 </li>
 <li>
 Ensure that all product related complaints are feedback to the product and IT teams.
 </li>
 <li>
 Ensure all customers are dealt with in accordance with compliance and regulatory requirements.
 
 
 </li>
 </ul>
 
 Quality/ Training
 
 
 
 Staff is also 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.
 
 
 
 Measure
 
 
 
 Key accountabilities are:
 
 
 <ul>
 <li>
 Conduct quality review of agent&rsquo;s performance within teams to ensure quality service goals and standards are met and identify areas where improvement can be achieved.
 </li>
 <li>
 Maintain a comprehensive working knowledge of procedures, compliance and audit requirements across all teams within HSBCnet helpdesk.
 </li>
 <li>
 Audit and examines weekly/ monthly reports (eg: call disconnect, FCR, VOC and live chat data) to grasp issues, draw conclusions, and solve problems to ensure agents are compliant with the call / live chat handling process
 </li>
 <li>
 Analyze /assess the Voice of customer survey and live chat customer dissatisfactions from a customer point of view, suggest ideas, pursue solutions to improve customer experience
 </li>
 <li>
 Assist with training and mentor support of new hires and act as a single point of contact for queries on procedures, process, and policy.
 
 
 </li>
 </ul>
 
 Customers / Stakeholders
 
 
 
 <ul>
 <li>
 Receive/make calls/Emails from/to customers (internal/ external)
 </li>
 <li>
 Act effectively on all customer feedback
 </li>
 <li>
 Ensure that the customer issues / problems are effectively investigated and resolved.
 </li>
 <li>
 Provide HSBCnet training sessions via webex
 </li>
 <li>
 Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank
 </li>
 <li>
 Respond to mails/queries related to process timely with a cc to the Line Manager
 </li>
 <li>
 Ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to the errors made
 </li>
 <li>
 Exceeds expectations of internal and external customers
 
 
 </li>
 </ul>
 
 Leadership &amp; Teamwork
 
 
 
 <ul>
 <li>
 Manages day to day process related activities for self
 </li>
 <li>
 Work productively, professionally and demonstrate ways to improve customer service.
 </li>
 <li>
 Regularly contributes to professional and supportive work environment by building a professional, trusted relationships with other Team members and colleagues in all areas
 </li>
 <li>
 Ensures swift and clear communication to the stakeholder
 </li>
 <li>
 Fosters development of co-workers
 </li>
 <li>
 Acquire and update knowledge on procedures related to relevant processes
 
 
 </li>
 </ul>
 
 Operational Effectiveness &amp; Control
 
 
 
 <ul>
 <li>
 Meet targets on productivity and accuracy as per the targets and metrics defined for the process.
 </li>
 <li>
 Instructions/requests to be correctly interpreted understood and implemented.
 </li>
 <li>
 Ensure that the process related procedures are implemented as per the process manuals.
 </li>
 <li>
 Ensure that fraud/errors/irregular transactions (if any) are identified and escalated.
 </li>
 <li>
 Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
 </li>
 <li>
 Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.
 
 
 </li>
 </ul>
 
 Skills
 
 
 
 
 What you will need to succeed in the role
 
 
 
 <ul>
 <li>
 Fluent in English.
 </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>
 <li>
 Excellent organizational and time management skills
 </li>
 <li>
 Ability to multi-task, depending on the criticality of the tasks.
 </li>
 <li>
 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.
 </li>
 <li>
 MI and Reporting/ Real time management.
 
 
 </li>
 </ul>
 
 You&rsquo;ll achieve more at HSBC
 
 
 
 HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.&rdquo;
 
 
 Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
 
 
 <ul>
 <li>
 Issued By HSBC Electronic Data Processing (Egypt) Private LTD***
 </li>
 </ul>
</div>

Client Services Officer US - Client Management Ops (Night and Overnight Coverage), GSC

Talent 360 ME

<div>
 
 Vezloo AI is Hiring: Operations Specialist (Full-Time, 100% Remote)
 
 
 
 Vezloo AI is seeking a dedicated and detail-oriented
 
 Operations Specialist
 
 to join our Operations Department. This is a
 
 full-time
 
 and
 
 100% remote
 
 position. The Operations Specialist will ensure smooth daily operations, supervise teams, and maintain efficiency and accuracy across all workflows.
 
 
 
 Job Title:
 
 Operations Specialist
 
 
 
 Employment Type:
 
 Full-Time
 
 
 
 Location:
 
 100% Remote
 
 
 
 Department:
 
 Operations
 
 
 
 Reporting to:
 
 Operations Manager
 
 
 
 Job Purpose
 
 
 
 Manage business operations and teams during scheduled hours to resolve customer and employee issues, and ensure that every aspect of the shift runs smoothly and efficiently by ensuring that all duties are performed accurately to support smooth and efficient workflows.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Supervising employees, assigning duties, and creating a shift schedule.
 </li>
 <li>
 Supervising employees and assisting with tasks as necessary.
 </li>
 <li>
 Monitoring Team Leader performance and ensuring duties are performed efficiently.
 </li>
 <li>
 Conducting performance reviews and sharing feedback with both upper management and Team Leaders.
 </li>
 <li>
 Reporting any issues that arise during the shift to management.
 </li>
 <li>
 Managing employee requests and transgressions.
 </li>
 <li>
 Ensuring compliance with company policies, health, and safety standards.
 </li>
 <li>
 Training and coaching new and current Team Leaders and team members on tasks.
 </li>
 <li>
 Handling customer issues and employee disputes.
 </li>
 <li>
 Organizing shift schedules for team members.
 </li>
 <li>
 Monitoring attendance, tardiness, and time off.
 </li>
 <li>
 Assigning duties to specific employees based on role and skills.
 </li>
 <li>
 Performing various ad-hoc tasks and duties as assigned.
 
 
 
 </li>
 </ul>
 
 Work Scope
 
 
 
 <ul>
 <li>
 Video Annotation
 </li>
 <li>
 Image Segmentation
 </li>
 <li>
 Bounding Boxes
 </li>
 <li>
 Face Marking with points
 </li>
 <li>
 Tagging of image elements
 </li>
 <li>
 Key Point and Polyline Annotation
 </li>
 <li>
 Team Management
 
 
 
 </li>
 </ul>
 
 Job Specifications
 
 
 
 
 Academic &amp; Professional Qualifications
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree
 </li>
 <li>
 Previous experience as a Shift Leader or in a similar role
 
 
 
 </li>
 </ul>
 
 Professional Knowledge &amp; Skills
 
 
 
 <ul>
 <li>
 Experience creating shift schedules
 </li>
 <li>
 Excellent communication and interpersonal skills
 </li>
 <li>
 Strong leadership and organizational skills
 </li>
 <li>
 Confident problem-solver
 </li>
 <li>
 Team player
 
 
 
 </li>
 </ul>
 
 Language Proficiency
 
 
 
 <ul>
 <li>
 Arabic
 </li>
 <li>
 Basic English
 </li>
 </ul>
</div>

Operations Executive - Remote

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