Posted 4 months ago
لو عندك طموح… الوظيفة دي هتمشي معاه
Senior Customer Service Representative (Gharbia)
Position Details
Location
Mahalla Kubra, Gharbia, Egypt Egypt
Posted Date
August 10, 2025
Employment Type
Administration
متوسط الراتب
Confidential
Job Description
Aktan Misr -
Company: Aktan Misr –
WebSite: Mahalla Kubra, Gharbia, Egypt
Job Description:**Key Responsibilities:**
This role encompasses advanced customer support, mentorship, process improvement, training and development, collaboration, reporting and documentation, quality assurance, and proactive problem-solving. Responsibilities include managing escalated customer inquiries requiring specialized expertise, providing tailored solutions to complex issues, and mentoring junior team members on best practices. The incumbent will identify process inefficiencies and propose actionable improvements, assist in training new hires on company tools and protocols, and act as a resource for policy guidance. Collaboration with other departments is crucial for timely issue resolution, alongside maintaining accurate customer interaction records and preparing detailed reports on recurring issues. The role also necessitates ensuring adherence to company policies, maintaining high customer satisfaction, analyzing recurring concerns for preventive measures, and remaining updated on company offerings. The focus is on providing expert support, driving efficiency and quality in customer service, and contributing significantly to team success without direct managerial oversight.
Skills:
Educational Qualifications:
- Bachelor’s degree in Business Administration, Communications, or a related field (preferred but not mandatory).
Experience:
- 2–6 years of proven experience in a customer service role.
- Prior experience handling escalated customer issues or complex queries.
- Familiarity with customer relationship management (CRM) tools (optional).
Skills and Competencies:
Customer Service Skills:
- Strong ability to resolve customer issues effectively and professionally.
- Proven track record of delivering exceptional customer experiences.
Communication Skills:
- Excellent verbal and written communication in [language(s) required].
- Ability to convey complex information clearly and concisely.
Problem-Solving Abilities:
- Expertise in identifying root causes and implementing solutions.
- Analytical mindset to handle complex customer situations.
Team Collaboration:
- Ability to work effectively with other team members and departments.
- Mentorship skills to support and guide junior representatives.
Technical Skills:
- Proficiency in CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
- Familiarity with ticketing systems and customer databases.
Time Management:
- Ability to prioritize tasks and manage multiple cases simultaneously.
- Strong organizational skills to meet deadlines and handle high-pressure situations.
Personality Traits:
- Empathy and patience when dealing with customer concerns.
- Proactive and resourceful approach to addressing issues.
- Positive attitude and commitment to customer satisfaction.
Additional Requirements (Optional):
- Knowledge of Textile, especially in the “Towels field,” is a plus.
- Multilingual capabilities are advantageous.
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