Senior Customer Service Representative

Description Key responsibilities: Handle complex or escalated customer complaints. Ensure timely and effective resolution of customer inquiries and complaints. Analyze customer feedback and service data to identify trends. Develop and implement strategies to improve service quality. Collaborate with other departments (e.g., sales, logistics, IT) to streamline customer service processes. Document customer interactions, feedback, and resolutions accurately. Compile and present monthly reports on customer complaints, highlighting key trends, root causes, and recommended actions to improve customer satisfaction and service quality. Requirements Bachelor’s degree in any relevant field from a reputable university or institution. Very good command of written and spoken English is a must. From 5 to 6 years of experience in call center and customer service is required. Strong problem-solving and stakeholder management skills. Experience in retail or e-commerce in FMCGs is preferable. Ability to create and maintain high customer satisfaction levels. Residents of Dokki or nearby areas preferred. Benefits Employee social and medical insurance. SIM card provided. Annual bonus upon achieving KPIs.