Job Title: Customer Experience & Escalation Specialist
Company: Trimize
Location: Sedi Beshr, Alexandria, Egypt
Job Type: Full-time
Workplace Type: On-site
Industry: E-commerce / Personal Care & Grooming
Seniority Level: Mid Level
About Trimize:Trimize is Egypt’s first premium e-commerce brand specializing in high-quality men’s grooming products. Focused on safety, performance, and comfort, we serve modern urban professionals across the MENA region with products backed by a 1-year warranty.
Role Description
About the Role:We are looking for a passionate and people-first Customer Experience & Escalation Specialist who thrives on turning frustrated customers into loyal brand advocates. You will be the voice of Trimize in every difficult conversation — handling escalated cases with empathy, professionalism, and a genuine commitment to customer satisfaction.
Responsibilities: • Handle and resolve escalated complaints from social media, email, and customer service channels • Own escalated customer cases from first contact until full resolution • De-escalate tense situations with patience, empathy, and clear communication • Build strong customer relationships that drive loyalty and trust in the Trimize brand • Turn negative customer experiences into positive outcomes through exceptional service • Follow up proactively with customers to ensure satisfaction after resolution • Communicate with shipping partners to resolve delivery-related complaints on behalf of customers • Document cases and share recurring complaint patterns with the team to improve overall experience
Requirements: • Minimum 1 year of experience in customer service or escalation handling • Strong communication skills, both verbal and written, with a focus on empathy and active listening • Proficiency in conflict resolution, problem-solving, and handling escalated customer situations confidently • Natural ability to handle difficult conversations calmly and professionally • Fluency in Arabic and English • Familiarity with Egyptian shipping platforms such as Bosta, Mylerz, or Aramex is a plus • Familiarity with Meta Business Suite or any customer management tool is a plus • Familiarity with e-commerce or online shopping platforms is a plus • Ability to manage multiple cases simultaneously under pressure • Good organizational and time management skills for handling multiple tasks and prioritizing effectively • Ability to work collaboratively in a team environment while also taking initiative independently • High attention to detail and strong organizational skills
What We Offer: • Competitive salary • Friendly and supportive work environment • Opportunity to grow within a fast-expanding cosmetics brand • One day off • Medical and social insurance provided
How to Apply:Send your CV to [Click to show email] with the subject line:Customer Experience & Escalation Specialist