Operations Support Associate (Voice & Non-Voice)

About Tech Mahindra Egypt

Join Tech Mahindra Egypt, a fast-growing global delivery hub providing customer experience, operations, and digital business services to international clients. With two offices across Cairo and a capacity of 1,000+ employees, we offer a dynamic and multicultural environment where talent can learn, grow, and build rewarding careers.

As part of Tech Mahindra's global network spanning 90+ countries and 149,000+ professionals, you'll gain exposure to world-class clients, innovative technologies, and international best practices while delivering exceptional customer experiences.

About the Role

We are looking for enthusiastic and customer-focused Operations Support Associates to join our growing team. This role combines both voice and non-voice support responsibilities, ensuring a seamless customer experience while maintaining operational excellence.

Key Responsibilities

Voice Support

• Handle inbound and outbound calls from customers.
• Resolve customer inquiries and provide accurate information.
• Deliver exceptional customer service while maintaining quality standards.
• Escalate complex cases to the relevant teams when required.

Non-Voice Support

• Respond to customer inquiries via email, chat, and ticketing systems.
• Process requests and update customer records accurately.
• Document customer interactions and case resolutions.
• Meet service level agreements (SLAs) and quality targets.

Operations Support

• Follow established processes, policies, and compliance requirements.
• Collaborate with internal stakeholders to resolve customer issues.
• Support continuous improvement initiatives and operational excellence.
• Meet productivity, quality, and customer satisfaction KPIs.

Qualifications

• Bachelor's degree preferred.
• Fresh graduates are welcome to apply.
• 0–1 year of experience in customer service, operations, or BPO environments is an advantage.
• Strong communication and problem-solving skills.
• Ability to work in a fast-paced, multicultural environment.

Language Requirements

Mandatory

• English Language Proficiency: B2 level or above (CEFR).
• Strong verbal and written communication skills in English.

Technical Skills

• Basic knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Good typing and written communication skills.
• Experience with CRM or ticketing tools is a plus.
• Strong attention to detail and accuracy.

What We Offer

• Professional training and development opportunities.
• Career growth within a global organization.
• Exposure to international clients and business environments.
• Inclusive, diverse, and collaborative workplace culture.