Back Office Agent – Calls and Chat

About the role

Concentrix is looking for a full‑time Back Office Agent to join its Cairo team. In this on‑site position you will handle inbound and outbound customer interactions via phone and chat, providing accurate information, resolving issues, and ensuring timely follow‑up.

Key responsibilities

• Answer and initiate customer calls and chat sessions, delivering professional service.
• Update customer records and internal systems with precise data.
• Process customer requests, such as account changes or service inquiries.
• Escalate complex cases to the appropriate specialist teams.
• Maintain compliance with quality, productivity, and data‑security standards.
• Collaborate with supervisors and peers to share feedback and improve processes.

Required profile

• Strong communication and active‑listening abilities in English and Arabic.
• High attention to detail and solid data‑entry skills.
• Ability to multitask, manage time effectively, and meet performance targets.
• Reliability, professionalism, and a customer‑centric mindset.
• High school diploma or equivalent; further education in business or communications is a plus.

Required skills

• Proficiency with CRM tools.
• Experience using contact‑center software.
• Basic computer applications such as email and spreadsheets.