Job Title: Customer Experience Specialist (Call Support & Sales)
Company: Teleperformance Egypt
Location: New Cairo (City Walk) On-site
Role Overview: We are looking for high-caliber English speakers to join our team. This is a premium Video Chat support role where you will assist US-based customers with technical mobile services and account upgrades. If you have a background in sales and technical support, this is an excellent opportunity for career longevity and financial growth.
Key Responsibilities:
- Video Support: Provide real-time assistance to customers via video chat regarding Xfinity Mobile services.
- Technical Assistance: Support Tier 1 agents and customers with device activation, porting, and complex billing inquiries.
- Sales & Upgrades: Identify opportunities to upgrade existing customer services, including adding new lines and devices.
- Troubleshooting: Analyze and resolve service-related issues while maintaining high quality-of-service standards.
- Professionalism: Escalate complaints according to company policy and educate customers on self-help tools.
Work Schedule:
- Shifts: 9-hour rotational shifts.
- Operating Window: 5:00 PM to 5:00 AM (Fixed evening/night window).
- Days Off: 5 working days, 2 rotational days off.
Compensation & Benefits:
- Net Salary: Up to 19,000+ EGP (inclusive of base and monthly KPIs).
- Quarterly Bonus: Up to 195 based on productivity and performance.
- Monthly Variable:100 KPI-based bonus.
- Incremental Raises: * 10% increase on basic salary after 6 months.
- Further increases on basic and variable pay at 12, 18, and 24 months.
- Overtime: Paid at a rate of 90 EGP/hour.
- Training: 9 weeks of fully paid comprehensive training (Soft Skills, Product Knowledge, and Nesting).
- Transportation: Dedicated company-provided transport.
- Insurance: Full Medical and Social insurance.
Candidate Requirements:
- Language: Fluent English (Excellent verbal and written communication).
- Experience: Previous Sales or Technical Support experience is preferred.
- Service Mindset: Must be comfortable and professional on camera (Video Chat service).
- Flexibility: Willingness to adapt to different lines of business (LOBs) as needed.
- Background Check: Ability to provide a clean criminal record check during the first week of training.
