Company Description Data Flow Group is a global provider of specialized Primary Source Verification, background screening, and immigration compliance services that help organizations reduce risk and make informed decisions about applicants and registrants. The company leverages high data security standards, advanced technology, rigorous processes, qualified research analysts, and a network of over 100,000 issuing authorities to verify credentials directly from primary sources. Data Flow adheres to leading international regulatory standards, including JCI, ISO, and GDPR, ensuring reliability and compliance in all verification activities. Headquartered in Dubai, the Group operates offices worldwide and serves clients in more than 200 countries, offering multilingual, locally tailored services supported by expert language partners.
Role Description This full-time, on-site Contact Center Specialist role is based in Giza. The Contact Center Specialist will handle inbound and outbound customer interactions via phone, email, and other channels, providing accurate information about Data Flow’s verification services and processes. Responsibilities include resolving inquiries, addressing concerns, and guiding applicants and clients through required steps while following established contact center procedures and service level agreements. The role involves using IVR and contact center systems to manage queues, document interactions, and escalate complex cases appropriately. The specialist is expected to maintain high standards of customer satisfaction, contribute to continuous improvement initiatives, and collaborate with team members and supervisors to ensure consistent, high-quality service.
Qualifications Candidates should possess skills in Contact Center Operations and IVR, including familiarity with call routing, queue management, and contact center tools. Candidates should possess strong Customer Service and Customer Satisfaction skills, with a focus on empathy, problem-solving, and relationship building. Candidates should possess excellent Communication skills, both verbal and written, and be able to interact clearly and professionally with diverse customers. Relevant experience in a contact center, customer support, or service-oriented environment is highly beneficial. Ability to work on-site in Giza, Smart Village manage time effectively, and handle high volumes of customer interactions. Comfort with using CRM or ticketing systems and basic computer applications; prior experience in verification, compliance, or similar fields is an advantage. High school diploma or equivalent required; post-secondary education in business, communications, or related fields is a plus.