Customer Support Agent

We are Hiring Customer Support Agents at eClerx Egypt!

(English Account)!!

Benefits:

Social and medical insurance.

Career development through internal programs and courses.

Overnight allowance.

Discounts at various well-known stores and brands across Egypt.

Shift is 9 hours rotational (including 1 hour break) with 2 days off.

Salary: Highest NET salary in the market Up to 21K, including KPIs.

Transportation is Provided from multiple points across Cairo and Giza.

Overview:

We are seeking proactive, detail-oriented English-speaking Call Center Agents to join our 247 triage support team based in Egypt. Agents will handle both inbound and outbound calls related to installation delays, service troubleshooting, and customer retention. The ideal candidate thrives in a fast-paced environment, demonstrates strong communication skills, and is committed to delivering high-quality customer experiences.

Key Responsibilities:

Inbound Calls: Respond to subscriber inquiries regarding installation delays, troubleshoot service issues, and provide real-time updates.

Outbound Calls: Contact subscribers to proactively address potential delays, reschedule appointments, and offer retention solutions.

Monitor installation backlog and rescheduling fallout to ensure timely resolution.

Coordinate with internal teams to prioritize and dispatch field resources.

Document all customer interactions in client systems, adhering to business rules.

Maintain updated knowledge of triage procedures and business rules.

Meet or exceed performance metrics: Call Quality, Average Handle Time (AHT), Contact Rate, Cancellation Rate, etc.

Work rotating shifts, including nights, weekends, and holidays, to ensure 247 coverage.

Required Skills & Qualifications:

Fluency in Englishspeaking, reading, and writing.

Experience in a call center or customer support environment (inbound & outbound preferred).

Strong verbal communication and active listening skills.

High computer literacy (CRM systems, MS Office, troubleshooting portals).

Excellent problem-solving and decision-making abilities.

Attention to detail and accuracy in documentation.

Ability to manage high call volumes and work under pressure.

Multitasking proficiency (e.g., handling calls while updating systems).

Flexibility to work across various shifts and adapt to evolving service needs.

LOCATION: Maadi, Technology Park.

If you're ready to take the next step in your career, Apply now and be part of a supportive and growth-oriented environment.