Call Center Agent – Customer Service

About the role

We are seeking a motivated Call Center Agent to join our Contact Centre in Cairo. You will interact with customers across phone, email, chat and other digital channels, delivering a consistent and high‑quality experience.

Key responsibilities

• Handle inbound and outbound customer interactions via phone, email, chat and digital platforms.
• Take ownership of queries, ensuring timely, accurate and professional resolution.
• Log and manage all interactions using internal systems such as BMC Remedy, ININ and COMMS.
• Support outbound calling campaigns and follow‑ups when required.
• Follow centre scripts, processes and quality standards.
• Contribute to improving service quality and Customer Effort Score (CES).
• Collaborate with team members and stakeholders to resolve issues efficiently.
• Adhere to scheduled shifts, including weekends and public holidays.

Required profile

• Fluency in English and Arabic, both spoken and written.
• Strong communication and interpersonal skills.
• Ability to multitask in a fast‑paced, high‑volume environment.
• Customer‑focused mindset with a professional approach to challenging situations.
• Positive attitude, team spirit and attention to detail.
• 1–4 years of experience in a customer service or call‑centre environment, or a recent graduate with strong communication skills.

Required skills

• BMC Remedy
• ININ
• COMMS

What we offer

• Supportive and collaborative team environment.
• Exposure to a dynamic, multi‑channel contact centre.
• Ongoing learning, development and career growth opportunities.
• Transport allowance and employee discounts across our brands.
• Annual bonus scheme.