English Service Desk Agent

2 days ago

Cairo, Cairo, Egypt Atos Full time €25,000 - €60,000 per year

About Atos Group

Atos Group is a global leader in digital transformation with c. 70,000 employees and annual revenue of c. € 10 billion, operating in 67 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high-performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos is a SE (Societas Europaea) and listed on Euronext Paris.

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

Role Description

The English Service Desk Representative is responsible for providing customer support and technical assistance to users in a English-speaking environment. The Service Desk Representative will handle incoming inquiries, troubleshoot technical issues, and provide timely resolution or escalate to the appropriate teams.

What You'll Be Doing

Core Responsibilities
Provide English-language support to users via phone, email, or chat, addressing inquiries, troubleshooting technical issues, and resolving problems.Document and track all customer interactions and resolutions accurately in the ticketing system.Escalate complex or unresolved issues to the appropriate teams or higher-level support for further investigation and resolution.Follow established procedures for incident management, problem management, and service request fulfillment.Maintain a high level of customer satisfaction by ensuring timely and effective response and resolution.Collaborate with cross-functional teams to identify and implement process improvements and knowledge base updates.Stay up-to-date with product knowledge, system updates, and industry trends to provide accurate and relevant information to customers.Provide feedback to improve user documentation and knowledge base articles to enhance self-service options for customers.Adhere to service level agreements (SLAs) and key performance indicators (KPIs) related to response time, resolution time, and customer satisfaction.Continuously develop and enhance technical skills and knowledge through training and self-learning.Experience & Qualification.
Fluent in English, both written and verbal communication skills.Previous experience in a customer support or service desk role, preferably in a technical support environment.Ability to analyze and resolve technical issues independently or through collaboration.Excellent customer service and interpersonal skills, with the ability to handle customer inquiries professionally and empathetically.Ability to work under pressure and meet tight deadlines in a dynamic and fast-paced environment.Strong organizational skills, attention to detail, and the ability to multitask effectively.Flexibility to work in shifts, including weekends and holidays, as per business needs.Skills, Knowledge & Abilities
Strong problem-solving and troubleshooting skillsAdaptability.Self-learning.Critical thinking.Problem-solving.Attention to detail.Communication and teamwork.

Performance Standards

Response Time.First Contact Resolution.Customer Satisfaction.Ticket Documentation and Management.Technical Knowledge.Language Proficiency.Incident Resolution Time.Quality of Service.Knowledge Sharing.Professionalism and Collaboration.

Let's grow together.

  • English customer service agent

    4 days ago

    Cairo, Cairo, Egypt Tabby | تابي Full time 15,000 - 30,000 per year

    Company DescriptionTabby is transforming how people shop, earn, and save by providing financial freedom and reshaping their relationship with money. Trusted by over 14 million users, Tabby helps customers stay in control of their finances while maximizing their money's value. Partnered with over 40,000 global brands and businesses, including Amazon, Adidas,...

  • Service Desk Analyst

    6 days ago

    Cairo, Cairo, Egypt Capgemini Full time 20,000 - 30,000 per year

    Job Description Provides IT support to customers regarding technical issues related to everyday usage of their Digital Workplace. In order to provide the high-quality standard service to customers, Service Desk Analysts analyzes and resolves most common enquiries and cooperates with IT specialist team to deal with more complex issues. Job Description -...

  • Service Desk Analyst

    6 days ago

    Cairo, Cairo, Egypt Capgemini Full time 10,000 - 20,000 per year

    Job DescriptionProvides IT support to customers regarding technical issues related to everyday usage of their Digital Workplace. In order to provide the high-quality standard service to customers, Service Desk Analysts analyzes and resolves most common enquiries and cooperates with IT specialist team to deal with more complex issues.Job Description - Grade...

  • Service Desk Analyst

    2 days ago

    Cairo, Cairo, Egypt Capgemini Engineering Full time 120,000 - 180,000 per year

    Job DescriptionProvides IT support to customers regarding technical issues related to everyday usage of their Digital Workplace. In order to provide the high-quality standard service to customers, Service Desk Analysts analyzes and resolves most common enquiries and cooperates with IT specialist team to deal with more complex issues.Job Description - Grade...

  • Manager – Service Desk

    6 days ago

    Cairo, Cairo, Egypt Delivery Hero Full time 120,000 - 180,000 per year

    Company Description WHO ARE WE?Since launching in Kuwait in 2004, talabat, the leading on-demand food andQ-commerce app for everyday deliveries, has been offering convenience and reliabilityto its customers. talabat's local roots run deep, offering a real understanding of the needs of the communities we serve in eight countries across the region. We harness...

  • Guest Relations Agent

    6 days ago

    Cairo, Cairo, Egypt Dusit Thani LakeView Cairo Full time 40,000 - 60,000 per year

    Company DescriptionDusit Thani Lakeview Cairo is a luxurious 5-star hotel located in New Cairo's Fifth Settlement, just 20 minutes from Cairo International Airport. Known for its traditional Thai design and genuine Thai hospitality, the hotel offers a serene setting with greenery and lakes. Guests enjoy spacious rooms and suites, three outdoor swimming...

  • Customer service agent

    6 days ago

    Cairo, Cairo, Egypt Telecommunication Full time 60,000 - 120,000 per year

    Role DescriptionThis is a full-time on-site role for a Customer Service Agent (English account) located in Cairo, Egypt. The Customer Service Agent will handle day-to-day tasks such as assisting customers with inquiries, resolving issues, managing customer accounts, providing high-quality service, and ensuring customer satisfaction. The role requires...

  • English Technical Support Agent

    5 days ago

    Cairo, Cairo, Egypt ETISAL International Group Full time 11,000 - 14,000 per year

    Company DescriptionETISAL International Group, a leading Business Process Outsourcing (BPO) company operating across the Middle and Far East, specializes in delivering high-value, innovative BPO services tailored to meet the unique needs of its clients. Committed to enhancing customer experiences, the company focuses on customized solutions that enable...

  • Front Desk Agent

    6 days ago

    Cairo, Cairo, Egypt IHG Hotels & Resorts Full time 15,000 - 30,000 per year

    First impressions count. To get our guests' memorable experiences off to an unforgettable start, we're looking for a Front Desk Agent who can make transactions feel seamless, offer exceptional local insights, and anticipate every request to make our guests feel right at home.A little taste of your day-to-dayEvery day is different, but you'll mostly...

  • English Technical Customer Service Agent

    6 days ago

    Cairo, Cairo, Egypt ETISAL International Group Full time 11,000 - 14,000 per year

    For Immediate Hire | Technical Support Agents Chat Account..• No Experience Needed•Monthly Incentives & Attendance Allownce•Net Salary: From 11K to 14k Based on Your English Level•Last Shift Ends at 10 pm•Location: Maadi• Transportation provided from metro station to the company & back‏•Graduates Drom Technical Colleges Are Welcome