Customer Care Representative

About the role

The Customer Care Representative will be the main point of contact for Fixed Solutions' customers, providing technical and billing assistance. You will handle inquiries across multiple channels, ensuring issues are resolved efficiently and customers remain satisfied.

Key responsibilities

• Serve as the primary contact for customers via voice calls, chat, email, and other channels.
• Accurately record and document all customer inquiries and complaints.
• Apply technical expertise to guide customers through diagnostic and troubleshooting procedures.
• Document root causes, resolutions, and relevant details for each case.
• Escalate complex issues to appropriate teams and follow up to ensure timely resolution.
• Proactively communicate status updates and gather additional information as needed.
• Stay informed about industry trends and technological advancements to improve service delivery.

Required profile

• Bachelor’s degree in a relevant field or equivalent work experience.
• 6 months to 1 year of experience in customer care or technical support.
• Excellent verbal and written English communication skills.
• Strong interpersonal abilities with a customer‑centric attitude.
• Ability to explain technical concepts to both technical and non‑technical audiences.
• Analytical mindset with solid problem‑solving capabilities.
• Preferable residence in Cairo.

Required skills

• Trouble ticketing systems
• Computer hardware
• Software troubleshooting