Senior Customer Experience Specialist Full Time NEW

Role Overview:

We are looking for a highly skilled, fluent English-speaking Senior Customer Experience Specialist to join our growing team in Zahraa El Maadi. In this role, you will be delivering exceptional support across multiple communication channels including live chats, phone calls, and email tickets.

Qualifications

• Omnichannel Support: Efficiently handle inbound and outbound customer interactions across phone calls, live chat, and email ticketing systems.
• Issue Resolution: Diagnose, troubleshoot, and resolve customer inquiries, complaints, and technical issues with patience and empathy.
• Customer Retention: Maintain high customer satisfaction scores (CSAT) by providing accurate, valid, and complete information using the right tools and methods.
• Documentation: Accurately log, track, and update customer records and interaction details within our CRM system.
• Escalation Management: Recognize, document, and escalate trends or complex, high-priority issues to the appropriate internal teams or management.

Job Details:

• Location: Zahraa El Maadi, Cairo (On-site)
• Shift Structure: Fixed Shift
• Work Schedule: 5 days a week, 2 days off

Qualifications:

• Language Proficiency: Flawless, near-native, or fluent spoken and written English is mandatory. Clear pronunciation and excellent grammar are required to seamlessly handle both voice and written interactions.
• Experience: Minimum of 1–2 years of experience in a dedicated customer service role.
• Technical Skills: Proven experience managing multichannel queues (Simultaneous chats, voice calls, and ticketing platforms like Zendesk, Salesforce, or similar CRMs).
• Problem-Solving: Strong critical thinking skills with the ability to handle high-pressure situations or frustrated customers calmly and professionally.
• Speed & Accuracy: Excellent typing speed