customer service & operations
Nasr City, Cairo
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Job Description
- Serve as the primary point of contact for customer inquiries, providing timely and effective solutions via phone, email, and chat.
- Coordinate daily operational activities to ensure smooth order processing, fulfillment, and delivery.
- Monitor and resolve customer complaints, escalating complex issues to relevant departments as needed.
- Collaborate with logistics, warehouse, and sales teams to optimize the end-to-end customer journey.
- Track, analyze, and report on key customer service and operational metrics to drive continuous improvement.
- Maintain accurate records of customer interactions, transactions, and feedback in the CRM system.
- Assist in developing and implementing customer service policies, procedures, and best practices.
- Identify opportunities to enhance service quality and operational efficiency, recommending actionable solutions.
- Ensure compliance with company standards, policies, and regulatory requirements in all customer and operational activities.
Job Requirements
- 3-7 years of experience in customer service and/or operations, preferably within the e-commerce or retail sector.
- Proven ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Strong problem-solving skills with a customer-first mindset.
- Excellent verbal and written communication skills in both English and Arabic.
- Demonstrated experience working with CRM and order management systems.
- Ability to work collaboratively with cross-functional teams.
- Strong attention to detail and organizational skills.
- Flexibility to adapt to changing business needs and priorities.
- Willingness to work on-site as required by the workplace arrangement.
