Company Description Raya CX is a next-generation business process outsourcing (BPO) and customer experience management provider supporting clients across diverse industries. Since 2001, Raya CX has served as a trusted partner for customer service, technical support, and global services for Fortune 1000 companies in North America, Europe, the Middle East, and Africa. The company delivers services from competitive and highly skilled labor markets, focusing on high-quality customer interactions. Raya CX offers integrated outsourcing solutions powered by advanced technology, strong operational strategies, and continuous improvement. Innovation and a commitment to excellence are at the core of how Raya CX supports client success.
Role Description The English Support 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 through phone, email, chat, or social channels, providing accurate information, resolving inquiries, and ensuring a positive experience. Daily tasks include troubleshooting basic technical issues, documenting cases in internal systems, following standard operating procedures, and escalating complex problems when needed. The role involves maintaining service level commitments, adhering to quality guidelines, and contributing feedback to improve processes and customer journeys. The English Support Agent will collaborate with team leaders and peers, participate in coaching sessions, and stay updated on product and service knowledge.
Qualifications
- Strong customer-facing skills, including Customer Support and a focus on Customer Satisfaction.
- Ability to handle basic Technical Support tasks and follow troubleshooting steps and guidelines.
- Solid Analytical Skills to understand issues, interpret information, and propose effective solutions.
- Excellent Communication skills in English (B2–C1 level), both spoken and written.
- High attention to detail, reliability, and the ability to work in a structured, target-driven environment.
- Comfort with using computers, CRM tools, and common office software.
- Previous experience in contact centers, customer service, or technical support is an advantage.
- Ability to work flexible shifts, including evenings, weekends, and holidays as required.
- Secondary education certificate required; post-secondary education in business, communications, or related fields is a plus.
