Call Center Agent

1 week ago

Cairo, Egypt IW Express Full time

IW Express is a provider of domestic and international shipping, parcel pick-up, delivery and return management services for the B2B2C segment. As a small but rapidly expanding company, we take pride in our collaborative and energetic work culture. We are looking for talented individuals to be a part of our growing team in Sheikh Zayed Office, Egypt.

**Contact Center Agent**

Location : Beverly Hills, Sheikh Zayed

Work Timings : 9am-5pm

As our Contact Center Agent, your role will involve handling inbound and outbound customer interactions, providing timely and accurate information, resolving customer issues, and ensuring a positive customer experience.

You’ll be
- Contributing to achieving organization/department/team goals and objectives
- Responding to customer inquiries, complaints and ensuring all interactions are handled professionally and efficiently.
- Resolving customer issues and following up/escalating to ensure the problem is fully resolved.
- Maintaining a deep understanding of IW products, services, and processes to provide accurate information to customers.
- Accurately documenting customer interactions in the company’s CRM system.
- Ensuring that all customer interactions meet the company’s quality standards, including tone, accuracy, and timeliness.
- Meeting individual and team performance targets, including response time, resolution rate, and customer satisfaction scores.

**Requirements**:

- Diploma/bachelor’s degree
- Minimum of 1-2 years of experience in contact center role. Industry experience in courier delivery is a plus.
- Strong customer orientation & communication skills.
- Problem-solving skills

Employment Type

Full-time

Application Deadline: 30/06/2025
Expected Start Date: 01/07/2025

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