Company Description Raya CX is a next-generation business process outsourcing and customer experience management company serving clients across diverse industries. Since 2001, it has been a preferred partner for customer service, technical support, and global services for Fortune 1000 companies across North America, Europe, the Middle East, and Africa. Raya CX operates from highly competitive and skilled labor markets, providing integrated outsourcing solutions powered by advanced technology and robust operational strategies. The company focuses on continuous improvement, innovation, and delivering high-quality customer experiences for its global client base.
Role Description The English (B2) Customer Service Agent is responsible for handling customer inquiries, requests, and complaints via phone, email, chat, and other communication channels. This full-time on-site role, based in Qesm El Maadi, involves providing accurate information, troubleshooting basic issues, and ensuring that each interaction meets quality and efficiency standards. The agent will document all customer interactions, follow established procedures and scripts, and escalate complex cases when necessary. Daily tasks include maintaining up-to-date knowledge of products and services, adhering to performance targets, and contributing to a positive, collaborative team environment. The role also requires consistent use of English at a B2 level to communicate clearly with international customers.
Qualifications
Candidates should possess strong skills in Customer Service and Customer Support, with the ability to handle inquiries professionally and efficiently. Candidates should demonstrate experience in Customer Satisfaction and Customer Experience, focusing on resolving issues and building positive relationships. Candidates should be capable Customer Service Representatives, able to represent the brand and maintain service standards in all interactions. English language proficiency at B2 level (spoken and written), with clear, courteous, and effective communication skills. Strong problem-solving abilities, attention to detail, and the capacity to follow workflows and guidelines accurately. Comfort with using computer systems, CRM tools, and multiple communication platforms in a fast-paced environment. Ability to work on-site in Qesm El Maadi on a full-time schedule, including potential shift work, weekends, and holidays as required. Previous experience in a contact center or customer-facing role is preferred; high school diploma or equivalent required, higher education is an advantage.