Customer service (English B2/C1)

Company Description Alorica is a global customer experience (CX) provider that partners with brands from strategy through execution to create lasting customer relationships. The company combines proven performance, deep industry expertise, and advanced technology to deliver measurable results and innovative CX solutions. Known for challenging convention and pioneering new approaches, Alorica values integrity, authenticity, and strong client partnerships. With about 100,000 professionals across 17 countries, serving over 250 brands in more than 75 languages, Alorica offers diverse career opportunities in a connected and collaborative environment. Team members are encouraged to be curious, creative, and committed to elevating every customer interaction.

Role Description This is a full-time, on-site Customer Service role based in Giza, supporting customers in English at a B2/C1 proficiency level. The Customer Service Representative will handle inbound and outbound customer interactions via phone, chat, or email, addressing inquiries, resolving issues, and providing accurate information about products and services. Daily responsibilities include documenting interactions in company systems, following established procedures, and meeting performance targets such as quality, efficiency, and customer satisfaction. The role involves actively listening to customers, de-escalating challenging situations, and collaborating with team members and supervisors to ensure consistent, high-quality service. The representative will also participate in training, coaching, and feedback sessions to continually improve skills and stay updated on process and product changes.

Qualifications

• Strong English communication skills (B2/C1 level), including clear speaking, active listening, and professional writing.
• Customer service and problem-solving abilities, with a focus on empathy, patience, and issue resolution.
• Basic computer literacy and ability to work with CRM or contact center tools, multitasking across systems while assisting customers.
• Time management and organizational skills, with the capacity to handle high call volumes and maintain accuracy.
• Ability to work on-site in Giza on a full-time schedule, including potential shifts, weekends, or holidays as needed.
• Previous experience in customer service, contact centers, or retail support is an advantage but not mandatory.
• High school diploma or equivalent required; further education in business, communication, or related fields is a plus.
• Comfort working in a diverse, fast-paced environment and openness to coaching, performance feedback, and continuous learning.