Our Job Offers

Banking Call Center 

-Onsite (Inside the Bank)

Job Location:( inside the bank)

Requirements:

-English Level (B1 ) 

- Presentable and communicative 

Duties and Responsibilities:

-Answering all the existing client's inquiries that related to

-Answer enquires about accounts

-Explain the products of the bank

-solving problems of accounts

Skills:

-Problem Solving

-Decision Making

-Communication skills

-Listing and handling skills

Details:

-Rotational shift ( 8 working hours including 1 hour break)

Staff opportunity 

-2 days off Rotational

-Location : :( inside the bank )

Transportation provided 

-Gross Salary :8200 EGP 

-Free medical insurance

-Social insurance

Grade: 8 ​

Location: Client Premises - Haram

Gender: Males only 

Reporting to:  EG Bank 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

Banking Experience is preferable

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.

Salay 8K

Responsibilities:

• To manage The customer service's inbox on a daily basis, prioritizing urgent emails, call and chats. Receiving and logging calls, emails and correspondence in a methodical and thorough manner using the customer service dedicated mailbox.
• Manage the customer service telephone line and assisting customers accordingly.
• To resolve all inquiries all inquiries, queries and complaints in line with company policy or referral to other appropriate staff within the Company when required and to promptly respond to these within set deadlines.
• Manage all Live Chat during business hours, for Gulf customers (where appropriate).
• To escalate when necessary any issues / problems to the appropriate member of staff / manager.

Experience and Skills Required:

• 6 Months previous luxury customer service experience.
• Computer savvy.
• Excellent verbal and written communication skills.
• Effective problem solving skills.
• A self- starter who is comfortable working independently and able to multitask.
• Able to accommodate occasional weekend work and long hours dependent on business needs.

GRADE: 9 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Operations 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Service Delivery Manager 

REPORTING LINE TITLES DIRECT: Team Leaders 

INDIRECT: Account Advisor

KEY RESPONSIBILITIES 

 Leading, training and managing team leaders of the account and handling any issues that may arise. 

 Achieving account objectives and goals while motivating account staff.

 Communicates client needs and demands to team leaders 

 Forecasts and tracks account performance metrics 

 Ensure the timely and successful delivery of service according to client needs and objectives

 Set team leaders and account advisors monthly objectives 

 Applies operational, qualitative and business analysis of account performance 

 Conduct process improvement opportunity analysis on all assigned projects in order to improve the performance 

 Translate the yearly clients feedback to actions aiming at improving the level of satisfaction of the client and meeting the communicated objectives

 Acts on negative feedback received from the QA department on the monthly end user satisfaction survey to ensure better results for the following month 

 Perform weekly on floor audit to ensure consistency in delivering the service to the end user across all advisors of the project 

 Maintaining updated practices of COPC approaches and standards and follow up on the implementation to meet the PST targets

 Follow up in daily basis the performance indicators and share the feedback to his team enclosed with the corrective and preventive actions recommended for enhancement and progress in all business platforms with solid acknowledgement regarding the team understanding and awareness towards all actions and implementation and oversee the fulfillment. 

 Align with other support functions and ensure that all business requirements are considered and contribute the HR team of performing the technical interviews to select the targeted criteria. 

 Audit on teams actions, orders and procedures; frequently conduct skip level meetings to insure equal chances of support upon his assigned team members and encourage healthy environment which lead to better opportunity of achieving the targets and benchmarks. 

 Supervise and direct operation team leaders and provide support - within the process frame - in the unusual case of escalations if any, and coach the team actions. 

 Communicates with the client concerning the business reviews, operational results and participate in client’s meetings and align to the general strategies and actions aiming to improving the level of satisfaction of the client and meeting the set CSS benchmark. 

 Ensure the non-disclosure agreement is completely running with no fail.

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

TECHNICAL SKILLS: Team Management – Decision-Making – Analytical.

LANGUAGE SKILLS

Arabic: Proficient

English: B2 up to C1

Grade: 7

Location: Maadi

Department: Supporting Functions 

Reporting to:  Specialist 

Interpersonal Skills:  Continuous learning - Idea Presentation and taking initiative - Customer Centricity - Functional Skills - Ownership 

Technical Skills:  Analytical Skills

Language Needed: English A2

Gender: Males

Job Responsibilities

• Executes plans and ensures effective implementation of schedules. 
• Administers Call Center Agents’ scheduling. 
• Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns. 
• Reconciles daily attendance with agents' schedule and time in/time out reporting in coordination with the Team leader.
• Create and deliver daily, weekly, and monthly WFM reports. 
• Communicate changes to scheduling to ensure suitable daily resource coverage. 
• Maintain running reports of attendance incidents. 
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.  Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed. 
• Ability to facilitate Daily Operations updates. 
• Manage non-productive time request process, ensuring activities are planned without impacting SLAs 
• Reports the operational violations to HR to implement CC Code of Conduct. 
• Perform any additional related tasks.

Company Overview:

RCX is a leading customer experience management company based in Maadi Technology Park.

We provide innovative solutions and services to help businesses improve their customer interactions and drive growth.

Job Overview:

We are seeking a highly motivated and skilled Customer Support Agent to join our team. The ideal candidate will have a passion for customer service and a strong technical background.

As a Customer Support Agent, you will be responsible for providing technical assistance and support to our clients, ensuring their satisfaction and success with our products and services.

Key Responsibilities:

- Provide technical support to customers via phone

- Troubleshoot and resolve technical issues reported by customers

- Document all customer interactions and resolutions in our CRM system

- Educate customers on product features and best practices

- Identify and escalate priority issues to the appropriate teams

- Provide feedback and suggestions for product improvements based on customer interactions

- Meet or exceed established performance metrics for customer satisfaction and issue resolution.

Qualifications:

- Bachelor's degree.

- Excellent communication and problem-solving skills

- Ability to multitask and work in a fast-paced environment

- Customer-oriented with a strong focus on delivering high-quality service

- Experience with customer service software and CRM systems

- Availability to work flexible hours, including weekends and holidays if needed.

Package & Benefits:

- Online interview

- Work from home after 2 months

- Graduates Package 7000 EGP

- Undergraduates Package 6000 EGP

- 1500 EGP Quarterly Bonus for the top achievers

- Paid Training.

- Double Paid Overtime

- Double Paid Weekend Cancellation

- Transportation provided within the training

- Immediate Hiring

- Medical, Social and life insurance

- Opportunities for career growth and development

- Dynamic and collaborative work environment

- Training and support to enhance technical and customer service skills

- Access to the latest technology and tools.

If you are passionate about technology and customer service and want to be part of a dynamic team, then we want to hear from you! Apply now to join our team as a Customer Support Agent at RCX.

Location: Palm strip

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.
• Grads Only

INTERPERSONAL SKILLS: 

• Ownership
• Functional Skill
• Continuous Learning
• Customer Centricity
• Ideas presentation and Taking initiative
• Presentation skills
• Results-oriented 

Language: English level B2

KEY RESPONSIBILITIES

• Carrying on the surveys needed to capture end-users feedback or any other different transactions required.
• Recommend enhancement of the tools used (sample size, questionnaire, applicable transactions.. et).
• Keep records of customer interactions, process customer accounts, and file documents.
• Accept responsibility for meeting conducted targets; and track daily indicators concerning the quality of service.
• Increase the effectiveness of delivering the service; validate and justify whenever any indicator is showing a wide variation or not meeting the benchmark.
• Flag issues and concerns that require escalation and share the validation regarding any solutions that might enhance the end user experiences.
• Validating C-sat and providing the reason of the D-sat / C-sat based on the calibration. 
• Following up on the project's action plan to ensure fulfillment is done accurately.

Grade: 9

English Level: B2

Interpersonal Skills: 

• Result Orientation, Operational Awareness, Building Network, Customer Centricity, Coaching & Monitoring, Strategic Thinking, Management Skills and Leadership skills.

Key Responsibilities:

• Leading, training and managing team leaders of the account and handling any issues that may arise. 
• Achieving account objectives and goals while motivating account staff. 
• Communicates client needs and demands to team leaders
• Forecasts and tracks account performance metrics
• Ensure the timely and successful delivery of service according to client needs and objectives
• Set team leaders and account advisors monthly objectives
• Applies operational, qualitative and business analysis of account performance
• Conduct process improvement opportunity analysis on all assigned projects in order to improve the performance 
• Translate the yearly clients feedback to actions aiming at improving the level of satisfaction of the client and meeting the communicated objectives
• Acts on negative feedback received from the QA department on the monthly end user satisfaction survey to ensure better results for the following month
• Perform weekly on floor audit to ensure consistency in delivering the service to the end user across all advisors of the project 
• Maintaining updated practices of COPC approaches and standards and follow up on the implementation to meet the PST targets
• Follow up in daily basis the performance indicators and share the feedback to his team enclosed with the corrective and preventive actions recommended for enhancement and progress in all business platforms with solid acknowledgement regarding the team understanding and awareness towards all actions and implementation and oversee the fulfillment.
• Align with other support functions and ensure that all business requirements are considered and contribute the HR team of performing the technical interviews to select the targeted criteria. 
• Audit on teams actions, orders and procedures; frequently conduct skip level meetings to insure equal chances of support upon his assigned team members and encourage healthy environment which lead to better opportunity of achieving the targets and benchmarks.
• Supervise and direct operation team leaders and provide support - within the process frame - in the unusual case escalations if any and coach the team actions. 
• Communicates with the client concerning the business reviews, operational results and participate in client’s meetings and align to the general strategies and actions aiming to improving the level of satisfaction of the client and meeting the set CSS benchmark.
• Ensure the non-disclosure agreement is completely running with no fail.

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.
• Archived Quality Figures of their Accounts in the last 3 months.

INTERPERSONAL SKILLS: 

• Ownership
• Functional Skill
• Continuous Learning
• Customer Centricity
• Ideas presentation and Taking initiative
• Presentation skills
• Results-oriented 

Language: English level B2

KEY RESPONSIBILITIES

• Carrying on the surveys needed to capture end-users feedback or any other different transactions required.
• Recommend enhancement of the tools used (sample size, questionnaire, applicable transactions.. et).
• Keep records of customer interactions, process customer accounts, and file documents.
• Accept responsibility for meeting conducted targets; and track daily indicators concerning the quality of service.
• Increase the effectiveness of delivering the service; validate and justify whenever any indicator is showing a wide variation or not meeting the benchmark.
• Flag issues and concerns that require escalation and share the validation regarding any solutions that might enhance the end user experiences.
• Validating C-sat and providing the reason of the D-sat / C-sat based on the calibration. 
• Following up on the project's action plan to ensure fulfillment is done accurately.

GRADE  8

REPORTING TO Operations Supervisor

REPORTING LINE TITLES DIRECT: Account advisors

KEY 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

•             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

BAND: Senior Professionals & Professionals

DEPARTMENT:  Operational Supporting Functions 

LINE OF BUSINESS:  Raya Customer Experience 

REPORTING TO:  Specialist 

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 for 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 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.

INTERPERSONAL SKILLS:

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

TECHNICAL SKILLS:

Analytical – Computer – Negotiation 

LANGUAGE SKILLS:

Arabic:  Proficient

English:  Proficient 

GRADE: 8

BAND: Senior Professionals & Professionals 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: Quality 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Specialist 

INTERPERSONAL SKILLS:

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

TECHNICAL SKILLS: 

Analytical – Computer 

 KEY RESPONSIBILITIES

•  Monitor either remotely or on a recorded basis and evaluates agents, team leaders & Trainers' performance (script, data, process consistency, product knowledge, and behavior) for all transactions to ensure quality service.
• Implement quality assurance standards, evaluate adequacy of quality assurance and standards
• Oversee all verification processes (Calibrations, Quizzes, tests, certifications & quality induction).
• Identify failures and potential failures to recommend action plans/preventive actions and communicate results with the concerned management.
• Identify quality variations from metrics and documents related to quality issues/cases.
• Validate and brief the investigations team when required, and ensure accurate, meaningful reports are prepared within previously agreed timescales, and support and advise the project’s stakeholders on all issues relating to quality compliance
• Carry out the responsibility of gauge scoring for quality executives, team leaders, and trainers.
• Analyzing and correlating C-sat and Quality Data to provide a root cause for the needed KPIs
• Meet with stakeholders to provide an effective action plan
• Following up on the action plan fulfillment, accuracy, and Impact