Our Job Offers

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.

Grade: 8

Location: MTZ

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 B2

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.