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Job Description

Customer Service Back-Office Advisor 

Do you have a knack for solving problems and making people smile?

We're looking for a superstar Back-Office Customer Service Representative to join our awesome team!

In this role, you'll be the behind-the-scenes champion, working closely with our frontline customer service team to ensure every customer experience is top-notch.

Here's what you'll be doing:

Providing exceptional customer support via email, chat, and phone.

Investigating and resolving customer inquiries and concerns.

Maintaining accurate and up-to-date customer records.

We offer:

Gross Package: 6040 EGP Gross.

Location: Syndicate Of Applicators, Al Abbaseya Squire

A positive and supportive work environment.

Opportunities for professional development and growth.

The chance to make a real difference in the lives of our customers.

Job Requirements

You're the perfect fit if you have:

A passion for customer service and a can-do attitude.

Basic technical knowledge (Smart TV, LAN and wireless synchronisation.

Excellent written and verbal communication skills.

Strong problem-solving and analytical skills.

The ability to prioritize and manage multiple tasks effectively.

Very good in English

Experience in a back-office or customer service environment.

. Handles customer inquiries and provide accurate, valid and complete information by using the right methods/tools concerning the customer satisfaction and FCR.

. Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

. Keep records of customer interactions, process customer accounts and file documents.

. Adhere to work schedule and accommodates business requests (including flexible locations & working hours).

. Follow up and adhere to the weekly schedule that comes from the WF; arrange and aligned with the team leader’s regarding any kind of changes required including the shift swap, break move, day off swap or any kind of leaves.

. Accept responsibility for meeting communicated targets: sales, order taking, appointment settings, etc. And track the daily indicators concerning maintaining the service quality; increasing the efficiencies of delivering the service; validating and justifying whenever any indicator is experiencing a wide variation or not meeting the benchmark.

JD:

Test 

Job description

#Salary 7500 EGP
Transportation provided.
Paid training.

#Requirements:

-Excellent English speaker.
-Bachelor degree.
-Strong communication skills.
-Strong sales skills.
-knowledgeable in sales.
-Exceptional interpersonal and rapport building skills.
-A patient and empathetic attitude.
-Adaptability and flexibility.

#Duties:

-Contact potential or existing customers to inform them about a product or service using scripts.
-Answer questions about products or the company.
-Ask questions to understand customer requirements and close sales.

Role Description

This is a full-time on-site role for a Customer Service Agent - C1 English Speaker at Raya CX in Cairo, Egypt. As a Customer Service Agent, you will be responsible for providing exceptional customer service and technical support to clients. You will handle incoming customer inquiries, resolve issues, and ensure customer satisfaction.

Qualifications & requirements:

• Rotational shifts ( 9 working hours including 1 hour break ).
• 2 days off
• The ⁠last shift for females ends at 1 AM.
• Location : 6th of October
• Salary; between 10K and 12K
• Transportation provided
• Paid Training
• Graduates Only
• Fluent English, C1 profile with excellent verbal and written communication skills
• Excellent communication skills
• Previous customer service experience is preferred
  

Location: Motamyez

Grade: 7

Eligible Applicants:

• Passed 9 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the last 3 months of their KPIs.
• Achieved quality Figures for their Accounts in the last 3 months.

INTERPERSONAL SKILLS: Ownership - Functional Skills - Ideas presentation and taking initiative - Customer Centricity - Continous Learning - Results Orientated - Presentation skills

Language: English level A2

KEY RESPONSIBILITIES

• Deliver Training for assigned staff (new batches – verification & refreshment sessions – recalibration sessions) with the agreed benchmarks and due dates.
• Oversee the performance of the assigned trainer’s team ensuring adherence to training plan/agenda. 
• Work on the continuous improvement of the training materials, documents, and handouts. 
• Abides to COPC approaches and requirements.
• Provides pre-operational feedback to HR and OP on new agents and their fitness for performing the duties required. 
• Evaluate agent’s responsiveness to training and responsible for their training.
• Carrying out the responsibility of achieving all training performance targets (End to End – Certifications on time – Calibration – Verifications and Quality of training) .
• Do all verification practices required and related to knowledge verification (Login – Calibration – Test).
• Ensuring that the attendance sheets for both soft skills and product knowledge and are updated on time as per the due dates delivered by the training supervisors.
• Responsible for the headcount salary confirmation for newly hired and internally transferred trainees.

Skills Required:

• English Profile A2
• Result Orientation
• Operational Awareness
• Building Network
• Customer Centricity
• Coaching & Mentoring 
• QA Focus

Must have a GSM background

Job Responsibilities: 

• Supervises/manages the activities and performance of the Account Advisors
• Handles Account Advisors needed for on-job training and coaching
• Monitors transactions to ensure that QA standards are met
• Ensures the Advisor’s KPI’s are met (daily/weekly/monthly) 
• Manages difficult calls by acting as first line of escalation 
• Coordinates, as needed with all supporting function to eliminate any problems affecting the operations 
• Adheres to all schedules (Advisors / operations / Monitoring) 
• Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) 
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution 
• Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets 
• Logs and acts on client’s requests 
• Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes
• Ensures that end-user privacy policies are properly implemented 
• Ensures that Team members adhere to RCC policies 
• Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan.
• Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients.
• Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies. 
• Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.

Grade: 8

Location: Hurghada

Department: Operations

Reporting to:  Account Manager

Interpersonal Skills:  Result Orientation - Building Network - Customer Centricity - Coaching & Mentoring 

Technical Skills:  QA Focus - Operational Awareness - Coaching and Mentoring

Language Needed: English B1

Internal Eligibility:

• Top quartile in the last 3 months.
• No active Misconduct.
• Pass 9 months in the last position.

Job Responsibilities

• Supervises/manages activities and performance of the Account Advisors 
• Handles Account Advisors needed for on-job training and coaching 
• Monitors transactions to ensure that QA standards are met 
• Ensures the Advisor’s KPI’s are met (daily/weekly/monthly) 
• Manages difficult calls by acting as first line of escalation 
• Coordinates, as needed with all supporting function to eliminate any problems affecting the operations 
• Adheres to all schedules (Advisors / operations / Monitoring) 
• Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) 
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution 
• Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets 
• Logs and acts on client’s requests 
• Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes
• Ensures that end-user privacy policies are properly implemented 
• Ensures that Team members adhere to RCC policies 
• Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan. 
• Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients. 
• Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies. 
• Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.