Customer Care Senior Executive

1 week ago

Heliopolis, Cairo, Egypt Roya Developments Full time

Responsibilities:

  • Handle advanced and escalated customer complaints efficiently and professionally.
  • Provide accurate information regarding products, services, and policies.
  • Ensure timely resolution of customer issues while maintaining high-quality service standards.
  • Support junior team members by providing guidance, mentoring, and assistance in difficult cases.
  • Monitor and track customer interactions to ensure compliance with company policies.
  • Prepare and analyze reports on customer inquiries, trends, and recurring issues.
  • Collaborate with internal teams such as Operations, Sales, and Technical Support to resolve customer problems.
  • Recommend improvements to processes, scripts, and communication materials.
  • Maintain updated knowledge of products, services, promotions, and system updates.
  • Participate in training programs and help develop training materials for the team.

Qualifications:

  • Bachelor's degree in Business Administration or a related field.
  • Minimum 3–5 years of experience in customer service or call center environment.
  • Strong communication and interpersonal skills.
  • Excellent problem-solving and conflict-resolution abilities.
  • Ability to multitask, prioritize, and manage time effectively.
  • High attention to detail and accuracy in handling information.
  • Experience using CRM systems and customer support tools.
  • Ability to work under pressure while maintaining professionalism.

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