CS Agent -English

Company Description Raya Customer Experience (Raya CX) is a next-generation Business Process Outsourcing (BPO) and customer experience management provider serving clients across multiple industries. Since 2001, Raya CX has been a preferred partner for customer service, technical support, and global services for Fortune 1000 companies in North America, Europe, the Middle East, and Africa. The company operates from highly competitive and skilled labor markets, delivering consistent, high-quality support. Raya CX leverages advanced technology, robust strategies, continuous improvement, and innovation to optimize customer interactions and business outcomes. Team members join a dynamic environment with opportunities to grow in a global customer experience organization.
Role Description The CS Agent – English (C1–B2) is a full-time, on-site role based in Qesm 1st 6 October. The person in this role handles incoming customer inquiries in English via phone, email, chat, or social channels, providing accurate information and resolving issues in a professional and timely manner. Daily tasks include troubleshooting basic problems, documenting interactions in internal systems, following defined procedures, and escalating complex cases when needed. The CS Agent is expected to maintain high quality standards, adhere to service level agreements, and contribute to a positive customer experience. This role also involves collaborating with team members, participating in training and coaching sessions, and providing feedback to improve processes and customer satisfaction.
Qualifications

• Strong English communication skills (C1–B2 level) in speaking, reading, and writing, with clear, professional customer-facing language.
• Customer service and problem-solving skills, including empathy, active listening, and the ability to handle complaints and difficult interactions calmly.
• Basic technical skills, such as comfort using computers, CRM systems, and multiple communication platforms (phone, email, chat).
• Time management and organizational skills, with the ability to follow processes, manage multiple inquiries, and meet performance targets.
• Ability to work on-site in Qesm 1st 6 October, with flexibility for shift-based schedules as required by business needs.
• Previous experience in customer service, contact centers, or BPO environments is an advantage but not mandatory.
• High school diploma or equivalent; a university degree in a related field (e.g., Business, Languages, Communications) is a plus.
• Commitment to teamwork, continuous learning, and adherence to company policies and quality standards.