Overview of the company and job

Pizza Campani restaurant is seeking call center staff

Main responsibilities and duties

• Greeting and handling customer inquiries via phone, email, and chat according to established service standards.
• Understanding customer needs and providing immediate solutions or escalating the issue to the appropriate departments with effective follow-up until the ticket is closed.
• Recording and updating all interactions in the customer relationship management system accurately.
• Professionally handling customer complaints and turning them into opportunities to improve service quality and increase satisfaction.
• Adhering to key performance indicators such as first-contact resolution rate, average wait time, and customer satisfaction score.
• Collaborating with sales, technical, and management teams to provide a seamless customer experience.
• Contributing suggestions to improve workflows and providing periodic reports on trends and common issues.

Qualifications and requirements

• A university degree in related fields is preferred, preferably in communications, management, or social sciences.
• Previous experience in a call center or customer service is a plus, but recent graduates are welcome.
• Proficiency in Arabic fluently, with English proficiency mainly for quick reading and writing preferred.
• Strong verbal and written communication skills, with the ability to handle complex inquiries calmly and professionally.
• Analytical problem-solving skills and the ability to work in a team and handle work pressure positively.
• Proficiency in using CRM software and basic messaging and Microsoft Office/Outlook tools.
• Familiarity with customer service concepts and industry quality standards.

Required skills

• Effective communication and active listening skills.
• Ability to manage time, organize tasks, and follow up accurately.
• Flexibility to handle multiple situations and handle client complaints professionally.
• Ability to work in a full-time shift-based team environment.

Benefits

• Competitive salary with incentives and monthly performance-based bonuses.
• Opportunities for professional development and ongoing training and advancement within the company.
• A supportive work environment and collaborative team culture with open communication.

Job details

Location: Giza, Egypt. Type: Full-time. Level: Senior employee. Qualification: University degree (Bachelor's).