Customer Support Associate

Joules to Watts Business... -
Maadi, Cairo

Customer Support Associate

Full Time

On-site

Joules to Watts Business Solutions -
Maadi, Cairoposted 2 days ago

20Applicants for20 open positions

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Job Details

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Job Description

Job Summary:

We are seeking skilled and detail-oriented individuals to join our Customer Support team as Non-Voice / Semi-Voice Process Executives for Lenovo product. In this role, you will be responsible for handling customer queries, processing service requests, and providing timely resolutions via chat, email, and limited voice interactions. This position supports Lenovo’s commitment to delivering exceptional customer service in a fast-paced and global business environment.

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Key Responsibilities:

Manage customer queries via email, live chat, and occasionally through voice calls (inbound/outbound as required).
Troubleshoot product-related issues (laptops, desktops, accessories, etc.) by guiding customers through solutions.
Document interactions accurately using Lenovo’s CRM and support systems.
Collaborate with cross-functional teams to escalate and resolve complex issues.
Follow up with customers to ensure resolution and satisfaction.
Maintain a high level of professionalism, empathy, and customer-centric approach at all times.
Meet defined service level agreements (SLAs) and key performance indicators (KPIs).
Identify trends in customer issues and provide feedback for process improvement.

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Job Requirements

Required Qualifications:

Bachelor’s degree in any discipline (preferred).
0–2 years of experience in a BPO/non-voice/semi-voice customer support role.
Strong written and verbal communication skills in English; Arabic is a plus.
Proficiency in using customer service software, email platforms, and ticketing tools (e.g., Salesforce, Zendesk).
Good typing speed with accuracy.
Problem-solving attitude with attention to detail.
Willingness to work in shifts (if required).

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Preferred Skills:

Technical support background or interest in consumer electronics (especially Lenovo products).
Ability to handle high-volume workloads efficiently.
Multilingual capabilities (especially French or German) are a plus.
Experience in international customer service environments.