English CS Agent ( B2 - C1 )

Company Description Raya Customer Experience (Raya CX) is a next-generation BPO and customer experience management provider serving clients across multiple industries. Since 2001, Raya CX has been a trusted partner for customer service, technical support, and global services for Fortune 1000 companies across North America, Europe, the Middle East, and Africa. The company operates from competitive and highly skilled labor markets, offering integrated outsourcing solutions that combine advanced technology with proven processes. Raya CX focuses on continuous improvement and innovation to deliver high-quality, reliable customer experiences. Team members join a dynamic, growth-oriented environment with opportunities to work on international accounts and develop professional skills.
Role Description The English CS Agent (B2–C1) is a full-time, on-site role based in Qesm 1st 6 October. The agent will handle inbound and outbound customer interactions in English via phone, email, chat, and other digital channels, ensuring prompt and accurate responses. Daily tasks include resolving inquiries, troubleshooting basic issues, documenting cases in internal systems, and escalating complex problems when necessary. The agent will follow company guidelines and client-specific procedures, maintain high service quality and professionalism, and meet performance targets related to customer satisfaction, accuracy, and efficiency. The role also involves collaborating with team leaders, participating in coaching and training, and providing feedback to improve processes and customer experience.
Qualifications

• Strong English communication skills (B2–C1 level) in speaking, reading, and writing, with clear, professional customer-facing language.
• Customer service and support abilities, including active listening, problem-solving, and handling challenging interactions with patience and empathy.
• Basic technical proficiency, including comfort using CRM tools, ticketing systems, and common office applications (e.g., email, spreadsheets, web-based platforms).
• Organizational and time-management skills for managing multiple inquiries, prioritizing tasks, and meeting defined service-level and performance targets.
• Ability to work on-site in Qesm 1st 6 October, adapt to shift-based schedules, and collaborate effectively within a diverse, fast-paced team environment.
• Previous experience in contact centers, BPO, or customer-facing roles is an advantage; exposure to international customers or global accounts is a plus.
• High school diploma or equivalent required; a university degree in a related field (e.g., Business, Languages, Communication) is beneficial.