English Customer Service Representative

1 week ago

Cairo, Cairo, Egypt Intouch CX Full time

Respond promptly and professionally to customer inquiries via phone, email, chat, and social media channels.

  • Resolve customer issues, complaints, and requests with empathy, accuracy, and efficiency.
  • Document all customer interactions and maintain detailed records in the company s CRM system.
  • Collaborate with team members and other departments to ensure seamless customer support.
  • Identify and escalate complex or unresolved issues to the appropriate supervisor or specialist.
  • Provide product and service information to customers, guiding them through troubleshooting steps when needed.
  • Meet or exceed individual and team performance metrics, including response time, resolution rate, and customer satisfaction.
  • Stay up-to-date on company products, services, policies, and procedures to deliver accurate information.
  • Participate in ongoing training and development sessions to enhance customer service skills.
  • Contribute to a positive and inclusive team environment, supporting colleagues and sharing best practices.
Desired Candidate Profile

Fluency in English, both written and spoken, with excellent communication skills.

  • Previous experience in customer service, support, or a related field is an asset.
  • Strong problem-solving abilities and a customer-centric mindset.
  • Ability to work effectively in a fast-paced, office-based environment.
  • Proficiency with computers, CRM systems, and common office software.
  • Exceptional listening skills and attention to detail.
  • Ability to handle challenging situations with professionalism and empathy.
  • Willingness to work flexible hours, including evenings, weekends, or holidays as required.
  • Strong organizational and multitasking abilities.
  • Commitment to maintaining confidentiality and adhering to company policies.

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