Bilingual Customer Service

5 days ago

Qesm El Maadi Cairo, Egypt FlairsTech Full time

Role Summary:

We are looking for a
Bilingual Customer Service Representative (English & French)
to join our customer experience team. The ideal candidate will handle customer inquiries, resolve issues efficiently, and ensure customer satisfaction through clear and professional communication in both languages.

You will act as the primary point of contact for customers, delivering exceptional service across multiple channels (phone, chat, or email) while maintaining our company's high-quality standards.

Key Responsibilities:

  • Handle inbound and/or outbound customer inquiries in
    English and French
    via phone, email, and chat.
  • Provide accurate information regarding products, services, or policies.
  • Troubleshoot and resolve customer issues effectively and professionally.
  • Record all customer interactions accurately in the CRM system.
  • Collaborate with internal teams (technical, operations, etc.) to resolve complex cases.
  • Follow up with customers to ensure full issue resolution and satisfaction.
  • Meet or exceed key performance indicators (KPIs) such as response time, quality, and customer satisfaction.
  • Adhere to internal policies, procedures, and service standards.
  • Maintain up-to-date knowledge of products, services, and company updates.

Requirements:

  • Fluent in English and French
    (both written and spoken) – required.
  • Previous experience in customer service, contact center, or a similar client-facing role (minimum 1 year preferred).
  • Excellent communication, listening, and problem-solving skills.
  • Ability to multitask and manage time effectively in a fast-paced environment.
  • Proficient in using CRM tools and Microsoft Office Suite.
  • Strong attention to detail and a customer-first attitude.
  • Flexibility to work
    rotational shifts
    (including evenings, weekends, or holidays if required).
  • Bachelor's degree or equivalent education preferred (undergraduates may be considered).

Work Conditions:

  • Hybrid model:
    2 days from home after 3-month probation period.
  • Shift pattern:
    Rotational (24/7 coverage depending on client account).
  • Support provided for international accounts and diverse customer base.

Compensation & Benefits:

  • Competitive
    bilingual salary package
    (including base salary, KPIs, and transportation allowance).
  • Overnight and weekend allowances as applicable.
  • Social and medical insurance.
  • Opportunities for career development and internal mobility.
  • Positive, multicultural work environment focused on learning and growth

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