Call Center Representative – Genesys Platform

About the role

We are looking for a remote Call Center Representative to join our team in Nasser City. The agent will interact with customers through phone, WhatsApp, email and social media, providing information, handling reservations and converting inquiries into sales.

Key responsibilities

• Handle inbound and outbound calls and respond to customer inquiries via WhatsApp, Facebook, Instagram, email and phone.
• Provide accurate information about services, reservations and product offerings.
• Resolve customer issues, escalate complex cases when necessary and document all interactions in the system.
• Follow scripts and quality standards while meeting performance targets.
• Follow up leads, convert inquiries into sales and coordinate appointments.
• Maintain up‑to‑date customer records using CRM tools.
• Collaborate with internal teams to ensure a seamless customer experience.

Required profile

• 2–3+ years of experience in customer service, support or sales.
• Excellent communication and interpersonal skills.
• Experience handling multiple communication channels.
• Strong sales, negotiation and follow‑up abilities.
• Ability to manage complaints professionally and work under pressure.
• Experience with Gulf clients is a plus.
• Basic knowledge of CRM systems and the Genesys platform.
• Proficiency in English is preferred.

Required skills

• CRM systems
• Genesys platform
• WhatsApp
• Facebook
• Instagram
• Email
• Phone