Cairo: Customer Service Associate

Job Title: Customer Support Agent

Location: Cairo, Egypt (Onsite)

About Us

Quantanite is a global customer experience and digital solutions partner that blends cutting-edge AI with the human touch. Headquartered in London and operating across four continents, our 2,000-strong team helps some of the world's fastest-growing brands scale smarter, work faster, and deliver better service—every time.

We're not your typical outsourcing company. We believe great service is built on two things: smart tech and even smarter people. From our proprietary AI tools like MöBIUS to our collaborative, people-first culture, we give our teams the tools, training, and trust they need to make an impact.

If you want to be part of a forward-thinking, fast-moving, and inclusive global team that values both results and relationships, you'll feel right at home here.

Position Overview

We are seeking proactive and customer-focused Customer Support Agents to join our growing Cairo team. In this role, you will be the first point of contact for our global customers, delivering high-quality support across phone, email, SMS, and online forms. The ideal candidate is an excellent communicator who can resolve issues effectively, manage high-pressure situations with professionalism, and contribute to an exceptional customer experience.

You will report to the Team Leader and work closely with cross-functional teams to ensure customer needs are met efficiently and empathetically.

Key Responsibilities

Core Functional Responsibilities

• Respond to customer inquiries via phone, email, SMS, and online forms in a timely and professional manner.
• Provide accurate and up-to-date information about products, services, and policies.
• Address and resolve customer complaints and issues effectively and empathetically.

Issue Resolution

• Troubleshoot and resolve product-related issues, collaborating with other departments where necessary.
• Escalate complex or unresolved cases to the appropriate teams for further support.
  
  

Feedback & Continuous Improvement

• Capture and document customer feedback, suggestions, and recurring issues.
• Share insights with internal teams to support process improvements and enhance the customer journey.

Brand Advocacy

• Maintain a positive, consistent, and professional brand voice across all customer interactions.
• Strengthen customer trust and loyalty by delivering empathetic and solution-oriented support.
  

Qualifications

Essential:

• Minimum 1 years' experience in customer service or account management, ideally within a technical or contact centre environment.
• Strong written and verbal communication skills.
• Demonstrated ability to handle high-pressure situations while multitasking effectively.
• Excellent problem-solving skills and attention to detail.
• Proficiency with customer service software and systems.
• Bilingual or trilingual with at least C1-level proficiency in Spanish, German, or French (in addition to English).
  
  

Preferred but not required:

• Bachelor's degree in a relevant field.
• Experience with quality assurance, process improvement, or review moderation.
• Familiarity with e-commerce and customer service platforms (e.g., Shopify, Aircall, UPS, Slack, Kustomer, Emplifi).
• Knowledge of social media platforms (Instagram, Facebook, Twitter) as customer service channels.

What We Offer

• Work Model: Onsite in Cairo with full integration into Quantanite's global operations.
• Development: Access to Quantanite University, ongoing training, and clear career progression pathways.
• Culture: Inclusive, people-first environment that values collaboration and innovation.
• Perks/Benefits: Competitive salary package, Quantum Leap benefits programme, and access to employee wellbeing initiatives.

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.