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Operations Cairo, Egypt Full-timeOpenNew

Customer Service Officer

About The Role

The Customer Service Officer is the operational link between customers, sales, and technical support. You will keep every request correctly classified, assigned, communicated, and closed in the help-desk system while monitoring service-level performance and support-engineer KPIs.

Reports to: Commercial Director

What You'll Do

• Own the daily help-desk queue and verify customer, site, machine, serial-number, priority, and issue details before routing each ticket
• Coordinate handovers among customers, sales, technical support, field service, and account owners through one accurate ticket record
• Track first-response and resolution times, ticket ageing, backlog, reopen rate, engineer workload, and customer satisfaction against agreed SLAs
• Escalate at-risk or breached tickets early and follow actions through to a customer-confirmed resolution
• Provide clear customer updates, document every interaction, and make sure no request is lost between teams
• Prepare weekly and monthly service dashboards for the Commercial Director and support management
• Maintain help-desk categories, templates, knowledge articles, and recurring-issue reports to improve service quality
  
  

What We're Looking For

• Bachelor's degree in Business Administration, Commerce, Management Information Systems, or a related field
• 1-3 years of experience in customer service, help-desk coordination, service operations, or B2B client support
• Practical experience with ticketing, CRM, or ERP systems and confidence working with Excel-based reports
• Strong organization, follow-through, and judgement when priorities compete
• Clear professional communication in Arabic and English, both written and spoken
• Ability to handle customer and operational information with accuracy and discretion
  
  

Nice to Have

• Experience with Odoo Helpdesk, Field Service, or CRM
• Exposure to technical service, cash-handling equipment, banking, fintech, or managed services
• Experience building service KPI dashboards or customer satisfaction reports
  
  

What We Offer

• Structured onboarding into CashPrime products, service workflows, and SLA operations
• Direct exposure to commercial, engineering, and customer operations
• A measurable role with ownership of service quality and customer experience
• Professional development within a growing regional technology business
• Compensation and benefits aligned with experience and company policy
  
  

About CashPrime

CashPrime connects cash-handling hardware, ARKASH, implementation, and lifecycle service for banks, CIT operators, and retailers across Egypt, the UAE, and Saudi Arabia.

Customer Service Officer

Cairo, Egypt·Full-time

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Country*option]:bg-white [&>option]:text-[#071527] focus:border-accent-500 focus:ring-2 focus:ring-accent-500/20 focus:outline-none bg-[url("data:image/svg+xml,%3Csvg%20xmlns%3D%27http%3A//www.w3.org/2000/svg%27%20width%3D%2712%27%20height%3D%2712%27%20viewBox%3D%270%200%2012%2012%27%3E%3Cpath%20d%3D%27M6%208L1%203h10z%27%20fill%3D%27%23666%27/%3E%3C/svg%3E")]" aria-invalid="false">Select countryEgyptUnited Arab EmiratesSaudi ArabiaOther country

Years of Experience*option]:bg-white [&>option]:text-[#071527] focus:border-accent-500 focus:ring-2 focus:ring-accent-500/20 focus:outline-none bg-[url("data:image/svg+xml,%3Csvg%20xmlns%3D%27http%3A//www.w3.org/2000/svg%27%20width%3D%2712%27%20height%3D%2712%27%20viewBox%3D%270%200%2012%2012%27%3E%3Cpath%20d%3D%27M6%208L1%203h10z%27%20fill%3D%27%23666%27/%3E%3C/svg%3E")]" aria-invalid="false">Select experience level0 - 1 year1 - 3 years3 - 5 years5 - 10 years10+ years

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