Job Overview

We are seeking an experienced Call Center Specialist to join our team in Assiut, Egypt. The ideal candidate will bring strong communication skills, a customer-first mindset, and extensive experience in high-volume contact center environments. This full-time role requires a proactive problem-solver who can manage inquiries efficiently while maintaining high quality standards and delivering exceptional customer service.

Company Information

Our organization is a leading provider in its sector, committed to delivering reliable services and solutions to a diverse client base. We value teamwork, continuous improvement, and a customer-centric approach. This position offers opportunities for professional growth, ongoing training, and a collaborative work culture in a dynamic market.

Key Responsibilities and Duties

• Handle inbound and outbound calls with professional, courteous, and accurate communication in Arabic (and English, as required).
• Resolve customer inquiries, provide information, and troubleshoot issues in accordance with organizational policies and procedures.
• Document interactions accurately in the CRM system and maintain up-to-date customer records.
• Meet or exceed key performance indicators (KPIs) such as average handle time, first-call resolution, and customer satisfaction scores.
• Identify opportunities to upsell or cross-sell appropriate products or services when applicable and permitted by policy.
• Escalate complex or unresolved issues to the appropriate departments with clear, concise handoffs.
• Adhere to quality assurance standards, security protocols, and regulatory requirements relevant to the industry.
• Participate in ongoing training and coaching sessions to enhance product knowledge and soft skills.
• Collaborate with team members to meet service level agreements (SLAs) and maintain a positive team environment.

Qualifications and Requirements

• Bachelor's degree (جامعي) or equivalent required.
• Minimum of 20 years of experience in call center or customer service roles.
• Proven track record in a fast-paced, high-volume contact center environment.
• Proficiency in Arabic; English language skills are advantageous.
• Strong communication, active listening, and problem-solving abilities.
• Excellent computer literacy and experience with CRM and contact center software.
• Ability to work in Assiut, Egypt, with flexibility to accommodate shifting schedules as needed.
• Professional demeanor, resilience, and a customer-focused attitude.

Required Skills

• Exceptional verbal and written communication
• Conflict resolution and de-escalation techniques
• CRM and ticketing system proficiency
• Multitasking and time management
• Data entry accuracy and attention to detail
• Team collaboration and adaptability
• Strong customer empathy and service orientation

Benefits and Perks

• Competitive salary and performance-based incentives
• Comprehensive health insurance and benefits package
• Professional development opportunities and targeted training
• Positive and supportive work environment with career growth potential
• Eligible for annual leave and paid time off in accordance with local regulations