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Job Description

Customer Service Advisor (Chat & Voice – Luxury Automotive Account)

Are you passionate about delivering premium customer experiences and representing a luxury brand?

We’re looking for a professional Customer Service Advisor to join our team for the Luxury Automotive account!

In this role, you will handle customer interactions Voice and Non Voice، ensuring a high-quality experience that reflects Luxury Automotive premium standards.

Here’s what you’ll be doing:

• Handling customer inquiries via chat and voice channels.
• Providing accurate information about products and services.
• Resolving customer issues efficiently and professionally.
• Ensuring customer satisfaction and maintaining brand standards.
• Documenting all interactions clearly on the system.

We offer:

• Gross Package: 20,000 EGP Gross.
• Location: Crystal Plaza
• A professional and supportive work environment.
• Opportunities for career growth and development.
• The chance to represent a premium global brand.
• Medical and Social Insurance.
• Discounts (Gym and Entertainment Platforms.. another benefits)  

Job Requirements

You’re the perfect fit if you have:

• Excellent command of English.
• Fluent Arabic (spoken & written).
• Strong communication and interpersonal skills.
• Ability to handle both chat and voice interactions professionally.
• Customer-oriented mindset with strong problem-solving skills.
• Ability to multitask and work under pressure.
• Previous experience in customer service is a plus.

Grade: 8

Location: Crystal Plaza

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

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.

Grade: 7

Eligible Applicants:

• Passed 6 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the last 3 months of their KPIs.
• Archived Quality Figures of their Accounts in the last 3 months.

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

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.

Grade: 9

Department: Operational Supporting Function

Interpersonal Skills:  Ownership -Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity 

Technical Skills: 

• Proficiency in data analysis and reporting tools (e.g., Excel, Power BI, Tableau) 
• Knowledge of training effectiveness measurement and QA frameworks (KPIs, evaluation methods) 
• Ability to analyze data, identify trends, and generate actionable insights

• Measure training effectiveness using performance data.
• Correlate training outcomes with QA and operational KPIs.
• Identify skill gaps and improvement opportunities.
• Produce dashboards and insights for leadership.
• Recommend training enhancements based on data.
• Measure training effectiveness/efficiency using performance data and training agendas for strategic clients
• Correlate training outcomes with QA and operational KPIs.
• Identify skill gaps and improvement opportunities.
• Produce dashboards and insights for leadership.
• Recommend training enhancements based on data.
• Keeping track of team utilization and development calendar
• Acting as a POC for training reporting and dashboards (cost allocations, attrition analysis

• Execute annual sales/business plan including planning annual revenue stream, identifying market opportunities, conducting prospecting and lead generation activities (LinkedIn, networking, cold outreach, and referrals) to support business growth.
• Manages the monthly and annual revenue stream and prepare performance reports for executive management, ensuring forecast accuracy, pipeline reporting, and maintaining CRM hygiene with updated sales records.
• Manages the complete sales cycle (opening, presentation, proposal submission, contract submission and follow up), including RFP/RFQ management and cross-functional coordination with Solutions, Operations, Finance, and Legal teams during bidding, contracting, and implementation phases.
• Manages the sales accounts in terms of monthly payments, customer relationship, extra services, periodic meetings & accounts planning.
• Builds new and existing accounts relationships while monitoring market trends and competitor activities to identify opportunities and strengthen client engagement.
• Ensures that the required revenue stream (monthly, quarterly, and annual) is generated.
• Conducts internal and external project kick off meetings.
• Ensures that invoices are issued as per standard.
• Generate new business opportunities, manage the sales pipeline, and work towards achieving the assigned revenue and growth targets.

Grade: 8

Location: Across Sites

Department: Operational Support

Reporting to:   Supervisor

Interpersonal Skills:   Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity

Technical Skills:   Analytical – Computer

English Level: B1

Job Responsibilities

• Manages operations staffing plans for potential and existing projects. 
• Structures historical data to build a forecasting database. 
• Forecasts arrival volume and patterns based on historical data and future updates 
• Schedules the staff to meet the SLA with the maximum proper occupancy. 
• Organizing Team Leaders' schedules to manage attendance and meet any faced escalations, In addition to Account Managers in occasions only.
• Coordinates with all concerned parties to collect any required data for understanding the call volume curve. 
• Measures forecasting and scheduling accuracy. 
• Creates reports and dashboards on historical data and forecasting results from applicable systems. 
• Creates integrated data base tracking tools for staffing shrinkage pattern (Vacation, Sick, training, attrition etc.) 
• Maintain holiday pattern forecasts to ensure effective coverage for holidays. 
• Provide analysis and recommendations to improve staffing levels and efficiency.
• Analyze reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness. 
• Generate daily, weekly, monthly and annual forecast and reforecast when necessary. 
• Report hiring and attrition impact in short term and long term forecast. 
• Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments.
• Provide proactive solutions that support the call center management and workforce management for continuous improvement. 
• Schedule Training rooms utilization. 
• Plan & manage offline activities. 
• Perform other related tasks