Customer service representative (B2 English level)

Company Description e& CX Solutions is focused on turning every digital interaction into strong customer relationships and measurable business value. The company combines a clear purpose with strategic thinking and dedicated resources to help clients bring their customer experience vision to life. Using a disciplined methodology, e& CX Solutions emphasizes precision, consistency, and tangible outcomes. Team members contribute to creating exceptional customer experiences that drive exceptional business results. The Egypt entity, e& CX Solutions Egypt, supports this mission by delivering high-quality customer service and support from Cairo.

Role Description The Customer Service Representative (B2 English level) is a full-time, on-site role based in Cairo, Egypt. The role involves handling incoming customer inquiries via phone, email, chat, or social channels, providing accurate information, guidance, and issue resolution. Responsibilities include documenting interactions in the customer management system, following standard procedures and scripts, and escalating complex cases to the appropriate teams when needed. The representative will work to maintain high customer satisfaction, meet performance targets, and adhere to quality, compliance, and data privacy standards. The role also includes collaborating with colleagues and supervisors, participating in training, and continuously improving product knowledge and communication skills.

Qualifications

• Strong communication skills in English at B2 level (or higher), with clear spoken and written communication and active listening abilities.
• Customer service skills, including empathy, patience, problem-solving, and conflict resolution in a fast-paced environment.
• Basic computer literacy and ability to work with CRM or contact center systems, email platforms, and online communication tools.
• Ability to follow structured procedures, handle repetitive tasks accurately, and manage time effectively across multiple inquiries.
• Teamwork and collaboration skills, with a professional attitude and willingness to receive feedback and participate in coaching.
• High level of reliability, integrity, and respect for customer confidentiality and data protection requirements.
• Previous experience in a contact center or customer-facing role is an advantage but not mandatory.
• High school diploma or equivalent; further education is an asset.