Customer Support Executive

About the Role
We are looking for a customer-focused and proactive Customer Support Executive to join GS1 Egypt. In this role, you will be the first point of contact for our customers, helping them with inquiries, requests, and complaints while ensuring a smooth and positive customer experience. You will work closely with different internal departments to resolve customer issues, maintain accurate customer records, and ensure all requests are handled efficiently and within the agreed Service Level Agreements (SLAs).

Key Responsibilities
Customer Service & Communication
• Handle customer inquiries, requests, and complaints through multiple channels, including phone calls, emails, live chat, social media messages, and walk-in visits.
• Provide accurate information about GS1 Egypt's services, projects, and ongoing initiatives.
• Understand customer needs and provide clear guidance and appropriate solutions.
• Handle customer complaints professionally and coordinate with the relevant departments to ensure timely resolution.
• Build and maintain positive, long-term relationships with customers. Customer Operations & CRM Management
• Create and update customer cases in Salesforce, documenting inquiries, requests, and complaints accurately.
• Review customer accounts and verify registered information, service status, and payment details where applicable.
• Maintain accurate and up-to-date customer data in the CRM system.
• Follow up on customer requests and coordinate with internal departments until resolution.
• Monitor service delivery and ensure customer requests are handled within the agreed SLAs. Customer Onboarding & Lead Support
• Support new customer onboarding by explaining service terms, account access, and how to use GS1 Egypt's services.
• Identify potential sales opportunities from customer interactions and record qualified leads in Salesforce for the Sales team to follow up.
• Support internal processes and collaborate with other departments to ensure smooth operations. Quality & Continuous Improvement
• Follow customer service standards, company policies, and established procedures.
• Maintain accurate documentation and contribute to customer service reporting.
• Participate in training programs and continuously improve product knowledge and customer handling skills. Requirements
• Bachelor's degree in any relevant discipline.
• 1–3 years of experience in customer service, call centers, customer support, or a similar customer-facing role.
• Good verbal and written communication skills in Arabic and English.
• Basic knowledge of CRM systems and customer service tools; Salesforce experience is an advantage.
• Strong problem-solving and customer-handling skills.
• Ability to manage multiple inquiries and prioritize tasks effectively.
• Good follow-up, organization, and attention to detail.
• A proactive, customer-oriented mindset and the ability to work collaboratively with different teams. What We're Looking For Someone who genuinely enjoys helping customers, communicates clearly, takes ownership of customer requests, and follows through until issues are resolved. If you are looking to develop your customer service career in a professional, collaborative environment, we'd love to hear from you.