Senior Customer Experience Specialist

About the role

We are seeking a fluent English‑speaking Senior Customer Experience Specialist to join our growing team in Zahraa El Maadi, Cairo. You will provide top‑tier support across live chat, phone, and email, ensuring every customer interaction is handled with professionalism and empathy.

Key responsibilities

• Manage inbound and outbound communications via phone, live chat, and email ticketing systems.
• Diagnose, troubleshoot, and resolve customer inquiries, complaints, and technical issues.
• Maintain high CSAT scores by delivering accurate information and effective solutions.
• Log and update customer records and interaction details in the CRM system.
• Identify, document, and escalate complex or high‑priority issues to internal teams.

Required profile

• Flawless spoken and written English with clear pronunciation and excellent grammar.
• Minimum 1–2 years of experience in a dedicated customer service role.
• Ability to work a fixed shift schedule, five days a week with two days off.
• Strong critical‑thinking and problem‑solving skills, able to stay calm under pressure.

Required skills

• Proven experience managing multichannel queues.
• Hands‑on experience with Zendesk, Salesforce, or similar CRM platforms.