Company Description Sutherland Global Service Limited is a consumer services company with operations supporting global clients across multiple industries. The company focuses on delivering customer experience, back-office, and technology-enabled services that help organizations improve efficiency and satisfaction. With roots in India and a growing international presence, Sutherland offers structured training, career development, and diverse work environments. Team members collaborate with colleagues and clients from various cultural and professional backgrounds, contributing to a dynamic and inclusive workplace. The organization emphasizes performance, service quality, and continuous improvement in all customer-facing interactions.
Role Description This is a full-time, on-site Customer Service Specialist role based in Cairo, Egypt. The Customer Service Specialist will handle inbound and outbound customer interactions via phone, email, and chat, providing accurate information and resolving inquiries in a timely manner. Responsibilities include documenting interactions, troubleshooting basic issues, escalating complex cases when required, and following established processes and quality standards. The role involves working with internal tools and knowledge bases to provide consistent, clear responses while maintaining a professional tone. The specialist will also contribute to customer experience improvements by sharing feedback, participating in training, and meeting or exceeding performance targets such as response time, quality, and customer satisfaction.
Qualifications
Strong Customer Service and Customer Support skills, with the ability to handle a high volume of inquiries calmly and professionally. Focus on Customer Satisfaction and Customer Experience, with a commitment to resolving issues effectively and building long-term trust. Excellent Phone Etiquette, including clear communication, active listening, and a polite, empathetic approach in every interaction. Effective verbal and written communication skills in English (additional languages are an advantage). Ability to learn and use customer service software, CRM tools, and knowledge bases quickly and accurately. Strong problem-solving skills, attention to detail, and the ability to follow structured procedures while using sound judgment. Flexibility to work in shifts, including evenings, weekends, or holidays if required by business needs. Previous experience in a contact center or customer-facing role is preferred; high school diploma or equivalent required, higher education is a plus.