Company Description Alorica is a full-service customer experience (CX) partner that helps brands design and deliver interactions that build long-term customer loyalty. The company combines proven performance, industry-leading expertise, and advanced technology to drive measurable results. Alorica stands out by pioneering new customer experience approaches, challenging convention, and maintaining strong client relationships rooted in integrity and authenticity. With a global workforce of 100,000 professionals across 17 countries, Alorica supports over 250 brands in more than 75 languages. Team members join a curious, creative, and connected organization with diverse career paths and growth opportunities.
Role Description This is a full-time, on-site English Customer Service role based in Giza. The team member will handle inbound and outbound customer interactions via phone, email, or chat, providing accurate information, resolving inquiries, and addressing concerns in a professional manner. Daily responsibilities include identifying customer needs, offering appropriate solutions or alternatives, and documenting interactions in the system with clear and complete notes. The role also involves following established procedures, meeting performance targets such as response time and quality scores, and escalating complex issues when necessary. In addition, the individual will collaborate with supervisors and peers to share feedback, participate in coaching sessions, and contribute to continuous improvement of customer experience.
Qualifications
Strong customer-facing abilities, including Customer Support, Customer Service, and Customer Experience skills. Focus on quality outcomes, such as Customer Satisfaction and issue resolution. Clear and professional communication, including excellent Phone Etiquette and active listening skills. Proficiency in spoken and written English, with the ability to explain information simply and accurately. Basic computer literacy and comfort using customer service tools, ticketing systems, and knowledge bases. Ability to work on-site in Giza on a full-time schedule, including potential shifts, weekends, and holidays as needed. Strong problem-solving skills, attention to detail, and resilience in a fast-paced environment. Previous customer service or contact center experience is preferred but not required; willingness to learn and participate in training programs is essential.