Senior Customer Service Representative

About the role

We are looking for an experienced Senior Customer Service Representative to lead our on‑site team in New Cairo, Cairo. The role focuses on delivering exceptional support, handling complex inquiries, and mentoring junior staff to ensure high customer satisfaction.

Key responsibilities

• Manage advanced customer inquiries, complaints and requests across multiple channels with professionalism.
• Diagnose and resolve complex issues, escalating when necessary and ensuring timely follow‑up.
• Mentor and coach junior team members, sharing best practices and fostering a collaborative environment.
• Identify and propose improvements to customer service processes.
• Maintain deep knowledge of company products and services to provide accurate information.
• Collect and analyse customer feedback to support continuous improvement initiatives.

Required profile

• Proven experience in customer service, preferably in a senior or lead capacity.
• Strong communication and active listening abilities.
• Demonstrated problem‑solving and conflict‑resolution skills.
• Ability to work in a fast‑paced, on‑site environment.

Required skills

• Proficiency with CRM software.

What we offer

• Continuous training and leadership development programs.
• Opportunities to lead projects and advance within the organization.
• A supportive team culture focused on collaboration and customer satisfaction.