Bilingual French/English Customer Service Representative

About the role

Callnovo Alexandria is seeking a bilingual French/English Customer Service Representative to join its multilingual contact centre in Alexandria, Egypt. The role involves handling inbound and outbound interactions in French and English across phone, email and chat, ensuring customers receive accurate information and timely resolutions.

Key responsibilities

• Respond to customer inquiries, complaints and technical questions in French and English via phone, email and chat.
• Document each interaction accurately in the HeroDash CRM system following SOPs.
• Escalate complex cases to senior staff when necessary.
• Collaborate with team leaders and colleagues to meet performance targets and contribute to continuous improvement.
• Work rotational shifts, including evenings or weekends, to support clients in different time zones.

Required profile

• French language proficiency at C1 level or higher and English at B2 level or higher.
• Proven experience in customer service or call centre environments.
• Ability to work on‑site in Alexandria on a full‑time basis with flexible shift patterns.
• Excellent communication, active listening and problem‑solving abilities.
• Strong time‑management, attention to detail and capacity to work under pressure.
• Team‑oriented mindset, openness to feedback and willingness to engage in training.

Required skills

• Proficiency with CRM systems (experience with HeroDash or similar).
• Competence in basic office software.
• Familiarity with omnichannel communication tools (phone, email, chat).