Company Description Aura Communication is a leading consultancy specializing in HR outsourcing, staffing, and payroll outsourcing, founded in 2012 and headquartered in Cairo, Egypt, with a branch in Miami, Florida, USA. The company supports clients across Egypt and the wider MENA region, including Iraq, Syria, Jordan, Morocco, Algeria, and Saudi Arabia. Aura Communication acts as a trusted one-stop HRO/BPO partner, providing comprehensive workforce solutions to local and international organizations. Team members join a growing business that values reliable service, regional expertise, and long-term client partnerships.
Role Description This is a full-time, on-site Contact Center Agent role based in Cairo, Egypt. The Contact Center Agent will handle inbound and outbound calls, respond to customer inquiries, and provide clear, accurate information about services and procedures. Responsibilities include resolving customer issues, documenting interactions in the system, and escalating complex cases to the appropriate teams when needed. The role also involves following established scripts and guidelines, meeting quality and performance targets, and maintaining a professional and empathetic tone in all interactions. Agents are expected to collaborate with colleagues and supervisors to improve processes and enhance overall customer experience.
Qualifications
Strong Customer Support and Customer Service skills, with a focus on problem-solving and client satisfaction. Effective Communication and Interpersonal Communication abilities, including clear speaking, active listening, and professional telephone etiquette. Solid Computer Literacy, including the ability to navigate CRM tools, contact center software, email, and basic office applications. Ability to manage high call volumes while maintaining accuracy, patience, and composure. Previous experience in a contact center, customer-facing role, or BPO environment is preferred. Proficiency in spoken and written English and Arabic is highly beneficial. High school diploma or equivalent; additional education in business, communications, or related fields is an advantage.