Customer Solutions Specialist – On-site (Cairo)

About the role

Sutherland is seeking a Customer Solutions Specialist to join its Cairo team. This full‑time, on‑site position focuses on delivering high‑quality support to customers across multiple communication channels, ensuring issues are resolved quickly and satisfaction remains high.

Key responsibilities

• Respond to customer inquiries, complaints, and technical issues via phone, email, chat, or other channels.
• Provide accurate troubleshooting guidance and resolve technical problems efficiently.
• Maintain detailed records of interactions and resolutions in the company’s support system.
• Collaborate with cross‑functional teams to improve processes and enhance the overall customer experience.
• Monitor service quality metrics and contribute to continuous improvement initiatives.

Required profile

• Proven experience in customer support or service roles, preferably in a contact‑center environment.
• Strong verbal and written communication skills with an empathetic, customer‑first attitude.
• Ability to listen actively, analyze problems, and propose effective solutions.
• Fluency in English; additional language skills are a plus.

Required skills

• Technical support and troubleshooting capabilities.
• Familiarity with online support platforms and common communication channels.
• Proficiency in documenting cases and using ticketing systems.