Customer Service Specialist

New Cairo, Cairo, Egypt

We're looking for a Customer Service Specialist to join our team in New Cairo and take ownership of the end-to-end B2B order management process.

In this role, you'll be the main point of contact for customers, managing orders from the moment they are received through internal processing, production, delivery, and invoicing. You'll work closely with multiple internal departments and act as the key link between the customer and the factory, ensuring that orders are handled accurately, efficiently, and on time.

This is a great opportunity for someone with experience in B2B Customer Service, Client Services, Order Management, or similar operational roles, particularly within manufacturing, payments, banking, fintech, or other complex B2B environments.

We're looking for someone highly organized, detail-oriented, and comfortable managing multiple processes and priorities at the same time.

What You'll Be Doing

• Act as the main point of contact for customers throughout the entire order lifecycle.

• Receive and manage customer orders, ensuring all required information is accurately captured and processed.

• Manage the end-to-end order process, from order entry and internal coordination through production, shipment, invoicing, and delivery.

• Act as the key link between customers, the factory, and internal departments to ensure smooth execution of orders.

• Coordinate closely with Planning, Project Management, Production, Logistics, Finance, and other internal teams.

• Translate customer requirements into clear internal instructions and ensure that all stakeholders have the information required to execute the order.

• Monitor order progress and proactively communicate updates, delays, or issues to customers.

• Handle customer requests, complaints, non-conformities, returns, and other operational issues.

• Prepare and manage shipping, financial, and other documentation related to customer orders.

• Prepare invoices related to down payments and deliveries, and support the overall invoicing process.

• Monitor customer payments and coordinate follow-up activities when required.

• Support customs clearance, shipment release, and other logistics-related processes.

• Prepare monthly operational reports, including invoicing reports, payment alerts, and sales order backlog analysis.

• Manage banking documentation, bid bonds, and performance guarantees when required.

• Maintain accurate documentation and ensure compliance with internal procedures and requirements.

• Build strong and professional relationships with customers and internal stakeholders.

What We're Looking For

Technical Skills

• Previous experience in B2B Customer Service, Client Services, Order Management, Supply Chain, or similar operational roles.

• Strong experience managing B2B customer orders from end to end.

• Experience coordinating with multiple internal departments and external customers.

• Experience in a manufacturing or industrial environment is highly valued.

• Previous experience in the banking, payment, fintech, or financial services industry is a strong plus.

• Experience working with complex operational processes involving logistics, production, invoicing, and customer documentation.

• Experience with financial documentation, invoicing, payment follow-up, or similar activities is a plus.

• Advanced Excel skills.

• Experience with SAP or other ERP systems is valued but not mandatory.

• Strong multitasking skills and the ability to manage several orders and priorities simultaneously.

• Fluent in English and Arabic.

Soft Skills

• Excellent communication and stakeholder management skills.

• Strong customer-oriented mindset.

• Highly organized and detail-oriented, with a strong sense of ownership and responsibility.

• Ability to manage complex, long-running processes while maintaining accuracy and follow-up.

• Proactive approach to identifying and resolving issues.

• Comfortable working with multiple internal departments and stakeholders.

• Ability to prioritize and multitask effectively in a fast-paced environment.

What We Offer

• Opportunity to join a global leader in payment technologies and digital security.

• Small and collaborative team based in New Cairo.

• Working schedule: Sunday to Thursday, 9:00 AM – 5:00 PM (100% Onsite).

• Medical insurance program partially subsidized by the company.

• Annual performance bonus (approximately one month's salary).

• Annual salary review.

• Salary paid in Egyptian Pounds with a USD-fixed reference to help protect against inflation.

• Company-provided equipment.

Interested? Apply today and let's talk!

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