Customer Experience Specialist

About the role

Nafham, a personalized learning platform serving Egypt, the Gulf region and international curricula, is looking for a Customer Experience Specialist. You will be the first point of contact for students and parents, ensuring a smooth and satisfying experience across all communication channels.

Key responsibilities

• Respond to inquiries via phone, WhatsApp, email and other channels.
• Handle complaints professionally and provide timely resolutions.
• Follow up on requests to meet service level agreements.
• Escalate complex cases to the appropriate department.
• Document all interactions and updates accurately in the system.
• Coordinate with internal teams to resolve issues efficiently.
• Provide accurate information about services, instructors, schedules and policies.
• Maintain high customer satisfaction and meet productivity and quality targets.
• Prepare reports and update service trackers as needed.
• Identify recurring issues and suggest improvement initiatives.

Required profile

• Bachelor's degree.
• 1–3 years of experience in customer service, support or call centre environments.
• Excellent communication and interpersonal skills.
• Strong problem‑solving and conflict‑resolution abilities.
• Ability to multitask and manage a high volume of inquiries.
• Fluent English (written and spoken) is mandatory.

Required skills

What we offer

• Opportunity to work in a fast‑growing EdTech company.
• Collaborative environment focused on continuous improvement.