Job Details
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Job Description
This isn’t your typical support role — our focus is on First Contact Resolution (FCR). FCR is smarter, faster, and more customer-focused. Instead of passing chats or calls around or causing delays, we aim to resolve customer requests fully and efficiently from the very first interaction. We make sure every customer feels heard, helped, and happy.
FCR is the future of customer support — and we want you to be part of it, from the comfort of your home.
Join us and gain valuable experience in a supportive, proactive, and collaborative team that’s changing the game.
Job Description:
- Respond to customer queries in a timely and accurate way, via phone, email or chat
- Identify customer needs and help customers use specific features
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Monitor customer complaints on social media and reach out to provide assistance
- Share feature requests and effective workarounds with team members
Job Requirements
- Fluent in Arabic and English (spoken & written).
- Experience in Web chat support, Call center support, and Ticketing.
- Strong communication and typing skills.
- Flexible to work in rotational shifts (8-hour shifts, 5 days a week) in a work-from-home set up.
- Knowledge of the GCC market is a bonus.
- Tech-savvy and familiar with digital tools.
- Stable internet connection and a properly working laptop/PC are a MUST.
- Open to Egyptian citizens and graduates only.
