Job Description

Company Description Art of Service (AOS) is an integrated branding, production, and execution company that helps businesses create professional spaces, memorable events, quality printed materials, and premium customized products. Established in Egypt in 2016 and based in Sheraton Al Matar, El Nozha, Cairo, AOS provides end-to-end project support from concept and design through production, installation, and delivery. The company's core services include office branding and signage, events and booths, printing services, and corporate giveaways and custom manufacturing. AOS serves a wide range of clients, including corporate offices, real estate and construction companies, financial institutions, healthcare and educational organizations, retailers, manufacturers, hospitality businesses, NGOs, and growing SMEs. Through its Proudly Made in Egypt range, AOS offers customized bags, laptop sleeves, leather boxes, executive gift sets, and branded business accessories, delivering integrated solutions with reliable execution and lasting impact.

Role Description The Senior Customer Service Advisor is a full-time, on-site role based in Cairo. This role is responsible for handling customer inquiries across phone and in-person channels, providing timely and accurate information, and resolving issues to ensure a positive customer experience. The advisor will manage escalated cases, follow up on complex requests, and coordinate with internal teams to support order processing, production timelines, delivery status, and after-sales service. Daily tasks include documenting interactions in the customer management system, monitoring service levels, identifying recurring concerns, and recommending process improvements. The Senior Customer Service Advisor will also mentor junior team members, contribute to service guidelines, and uphold AOS service standards for corporate and SME clients.

Qualifications

Demonstrated ability in customer-focused service and customer satisfaction, with a strong commitment to meeting client needs.
Proficiency in customer support and customer service, including managing inquiries, complaints, and follow-ups in a structured environment.
Professional telephone manner and clear communication skills for handling calls with corporate and SME clients.
Strong interpersonal skills, active listening, and problem-solving abilities to manage escalations and complex cases.
Experience in a senior or lead customer service role, preferably within branding, production, events, or related industries.
Ability to work on-site in Cairo, manage multiple tasks, and maintain accuracy under time pressure.
Fluency in Arabic and good command of English; solid documentation and computer skills (CRM systems, email, and office applications).
Relevant diploma or bachelor's degree in Business, Communications, or a related field is preferred.