Company Description COB Solution supports medical providers by streamlining operations, optimizing workflows, and introducing innovative solutions that improve patient care. The company focuses on helping healthcare organizations run more efficiently so they can devote more time and resources to their patients. By combining technology, process improvement, and expert support, COB Solution helps clients reduce administrative burdens and enhance service quality. Team members contribute directly to better healthcare delivery and sustainable growth for customers. The work environment values collaboration, accountability, and continuous improvement.
Role Description This is a full-time, on-site English Customer Service Agent (US Account) role based in Qesm El Maadi. The agent will handle inbound and outbound customer interactions in English, respond to inquiries, provide accurate information, and resolve issues related to US accounts in a timely and professional manner. Daily tasks include managing calls, emails, or chat messages, documenting all interactions clearly in the system, and following established procedures and service-level guidelines. The role also involves following up on pending cases, escalating complex issues when necessary, and coordinating with other teams to ensure effective resolution. The agent will work to maintain high customer satisfaction, adhere to quality standards, meet performance targets, and participate in ongoing training and coaching sessions to improve skills.
Qualifications

Strong customer-focused mindset with skills in Customer Service and Customer Satisfaction, ensuring positive experiences during every interaction. Experience working as Customer Service Representatives or in similar front-line support roles, preferably handling US-based customers or accounts. Excellent Communication skills in spoken and written English, including active listening, clear articulation, and professional tone. Ability to perform basic Account Management tasks such as verifying customer information, updating records, and following account-related procedures accurately. High attention to detail, strong problem-solving abilities, and the capacity to remain calm and respectful under pressure. Comfort working in a structured, target-driven environment with rotating shifts as needed to support US time zones. Proficiency with common computer applications, CRM or ticketing systems, and the ability to learn new tools quickly. High school diploma or equivalent required; further education in business, communications, or a related field is an advantage.