Customer Experience Representative

About the role

Rabbit is looking for a Customer Experience Representative in Cairo who enjoys helping people and delivering exceptional customer support. The role covers real-time customer interactions across live chat and outbound channels, working closely with operational and support teams to resolve issues, improve satisfaction and shape a world-class customer experience.

Key responsibilities

• Handle real-time customer inquiries via live chat, and conduct outbound calls and messages to follow up on service requests, give updates or gather feedback.
• Resolve customer issues efficiently and empathetically while following company policies and service standards.
• Maintain accurate records of interactions using CRM and support systems.
• Collaborate with internal teams so concerns are addressed quickly, and identify recurring pain points to suggest improvements.
• Meet and exceed KPIs on response time, resolution quality, productivity and customer satisfaction.
• Handle escalations calmly and stay informed about Rabbit products, processes and policies.

Required profile

• 1-2 years of experience in customer service, support or customer experience roles; fast-paced, customer-facing or tech-driven environments preferred.
• Excellent written and spoken English, strong problem-solving and critical thinking.
• High empathy, patience and customer focus, able to multitask and work under pressure.
• Attention to detail, organizational skills and teamwork.
• Flexibility to work shifts, weekends or evenings when required.

Required skills

• Comfortable using CRM platforms, chat tools and customer support systems.
• Strong written and verbal communication in English.