Role summary

ALIGNA, a local Egyptian digital orthodontics company and the maker of ALIGNA®, is hiring a Customer Care (Service) Representative for our Cairo site. You will be the frontline contact for customers and internal teams, handling pre- and post-sales inquiries across CRM, phone, email, chat, SMS, and online meetings. Your focus is fast, accurate resolution, clear documentation in the CRM, and escalation when needed — all while complying with quality standards and contributing to an outstanding customer experience.

Key responsibilities

• Respond to customer contacts: Receive and resolve inquiries via phone, email, chat, and SMS; validate customer accounts and log interactions in the CRM.

• Order and product support: Handle order status, order processing, returns, credits, initial diagnostics, and equipment replacement requests.

• Case ownership: Track open cases to resolution; escalate to the appropriate team when required and keep customers informed.

• Accurate documentation: Record all interactions and required details in Salesforce (or company CRM) following SOPs.

• Quality and compliance: Follow the Quality Management System (QMS); complete mandatory LMS training on time and adhere to company quality policies.

• Safety and complaints: Report product complaints and safety incidents per company procedures.

• KPI performance: Meet established KPIs for response time, resolution rate, customer satisfaction, and training completion.

Requirements

Skills, knowledge and experience

• Education: High school diploma required; technical diploma or degree is a plus.

• Experience: 0–2 years in customer service or related roles; open to entry-level and experienced candidates.

• Languages: Proficiency in English required; bilingual English–Arabic preferred.

• Systems: Familiarity with CRM systems (Salesforce preferred), Microsoft Office (Word, Excel, PowerPoint), email, and web tools.

• Capabilities: Strong communication and interpersonal skills, customer-focused mindset, basic troubleshooting ability, and excellent documentation habits.

Performance expectations (sample KPIs)

First response time

Meet SLA for initial contact (phone/email/chat/SMS)

Case Resolution rate

High percentage of cases resolved within target time-frame

CRM accuracy

100% required fields completed for each interaction

Customer satisfaction

Maintain target C-SAT score

Training compliance

100% completion of mandatory QMS/LMS courses on schedule