Job Description

Company Description Sutherland is an AI-driven business transformation partner that helps enterprises, including several Fortune 500 companies, design, run, and automate their operations at scale. The company integrates artificial intelligence, automation, cloud computing, product engineering, and advanced analytics to improve efficiency and strengthen customer experiences. Sutherland's distinctive approach combines digital and product engineering, R&D, and deep operational expertise to deliver reliable, governed, and measurable outcomes. By running complex, mission-critical processes and building production-grade AI solutions, Sutherland enables clients to move beyond pilots to scalable, real-world results.
Role Description The Customer Service Specialist (English speakers) is a full-time, on-site role based in Qesm 1st New Cairo. This role is responsible for handling incoming customer inquiries via phone and other channels, providing accurate information, and resolving issues in a timely and professional manner. The specialist will follow established procedures, document interactions, and escalate complex cases when necessary to ensure high-quality service. Daily tasks include maintaining excellent phone etiquette, supporting customer satisfaction initiatives, and contributing to a consistent, positive customer experience. The role also involves collaborating with team members and supervisors to meet performance targets and adhere to company standards.
Qualifications

Candidates should possess strong Customer Service and Customer Support skills, with the ability to handle inquiries and resolve issues effectively.
Candidates should possess skills related to Customer Experience and Customer Satisfaction, focusing on building trust and long-term relationships.
Candidates should possess excellent Phone Etiquette, including clear communication, active listening, and professional interaction with customers.
Strong English verbal and written communication skills.
Ability to work on-site in Qesm 1st New Cairo and adhere to full-time schedules.
Previous experience in contact centers, customer support, or similar roles is an advantage.
Comfort with using computer systems, CRM tools, and following structured workflows.
High level of reliability, attention to detail, and problem-solving skills.