Urgent! Customer Support Specialist Job Opening In Cairo – Now Hiring CEQUENS
Expertini
The Customer Support Specialist acts as a liaison between the Service Support team and internal stakeholders such as Carrier Relations, Account Managers, Development, and Product Teams while also managing interactions with customer contacts globally.
This role ensures that customer requests and incidents are addressed in line with contracted SLAs and quality standards.
Responsibilities include incident management, service continuity, reporting, and other tasks to meet business needs.
The role aims to deliver excellent customer experiences and manage real-time service levels, producing weekly and monthly schedules, calls, and reports.
Main Areas of Responsibility
Strategic Responsibilities
1.
Quality Assurance and Optimization Enhance end-to-end diagnostics and resolution before involving concerned parties.
Help archive communications and transactions using relevant sources and processes.
Participate in designing and developing efficient customer processes by providing input and creating reports.
2.
Customer Service Excellence Ensure the department provides World Class Customer Service at all times.
Keep communication channels with technical developments in CEQUENS platforms open and relay necessary updates to customers.
Manage ongoing relationships with internal and external customers with a focus on world-class communication.
Operational Responsibilities
1.
Incident and Service Continuity Management
o Receive and handle incidents promptly, ensuring detailed and timely responses.
o Follow Incident Management best practices, including SLA escalations and lifecycle management.
o Troubleshoot incidents before escalation and stay updated on technical developments.
o Properly communicate and keep informed of system outages globally.
2.
Documentation and Reporting
o Follow the documentation process and stay informed about updates.
o Consolidate global/regional reports for customers and ensure timely delivery to agreed quality standards.
o Produce the weekly and monthly schedules, calls, and reports.
3.
System Monitoring and Innovation
o Monitor all system/traffic behavior for any irregularities.
o Participate in daily/weekly review meetings with account management, customers, and team members.
o Schedule ad-hoc training requests in consultation with relevant areas.
o Ensure efficient and effective dissemination of information to the team.
4.
Team Coordination and Training
o Participate in daily/weekly review meetings with account management, customers, and team members.
o Schedule ad-hoc training requests in consultation with relevant areas.
o Ensure efficient and effective dissemination of information to the team.
Requirements
Experience
· Minimum of 2-3 years of experience in customer support, ideally within the telecom or technology sectors.
· Proven ability to coach and lead a customer support team effectively.
Education
· Bachelor's degree in Business, Information Technology, or a related field.
Skills
· Strong communication skills to effectively manage customer and team interactions.
· Excellent problem-solving skills to efficiently resolve customer issues and improve service processes
Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Customer Support in Cairo, Egypt using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 395 jobs in Egypt and 216 jobs in Cairo. This comprehensive analysis highlights market share and opportunities for professionals in Customer Support roles. These dynamic trends provide a better understanding of the job market landscape in these regions.
Great news! CEQUENS is currently hiring and seeking a Customer Support Specialist to join their team. Feel free to download the job details.
Wait no longer! Are you also interested in exploring similar jobs? Search now: Customer Support Specialist Jobs Cairo.
An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at CEQUENS adheres to the cultural norms as outlined by Expertini.
The fundamental ethical values are:The average salary range for a Customer Support Specialist Jobs Egypt varies, but the pay scale is rated "Standard" in Cairo. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
Key qualifications for Customer Support Specialist typically include Computer Occupations and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.
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Here are some tips to help you prepare for and ace your job interview:
Before the Interview:To prepare for your Customer Support Specialist interview at CEQUENS, research the company, understand the job requirements, and practice common interview questions.
Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the CEQUENS's products or services and be prepared to discuss how you can contribute to their success.
By following these tips, you can increase your chances of making a positive impression and landing the job!
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