Senior Customer Service Representative

Description

Key responsibilities:

• Handle complex or escalated customer complaints.
• Ensure timely and effective resolution of customer inquiries and complaints.
• Analyze customer feedback and service data to identify trends.
• Develop and implement strategies to improve service quality.
• Collaborate with other departments (e.g., sales, logistics, IT) to streamline customer service processes.
• Document customer interactions, feedback, and resolutions accurately.
• Compile and present monthly reports on customer complaints, highlighting key trends, root causes, and recommended actions to improve customer satisfaction and service quality.

Requirements

• Bachelor’s degree in any relevant field from a reputable university or institution.
• Very good command of written and spoken English is a must.
• From 5 to 6 years of experience in call center and customer service is required.
• Strong problem-solving and stakeholder management skills.
• Experience in retail or e-commerce in FMCGs is preferable.
• Ability to create and maintain high customer satisfaction levels.
• Residents of Dokki or nearby areas preferred.

Benefits

• Employee social and medical insurance.
• SIM card provided.
• Annual bonus upon achieving KPIs.