Contact Center Representative

Job Summary

We are looking for a dedicated and customer-oriented Contact Center Agent to support daily operations and deliver a premium customer experience for an automotive service company in Cairo, Egypt. The role involves handling customer interactions, resolving issues efficiently, and contributing to the achievement of contact center KPIs.

The ideal candidate will be proactive, detail-oriented, and capable of working in a dynamic, service-focused environment.

Key Responsibilities

1. Customer Interaction & Support

· Handle inbound and outbound calls, emails, and messages professionally and efficiently.

· Provide accurate information about services, bookings, pricing, and policies.

· Ensure every customer interaction reflects the high standards of a luxury limo service.

· Maintain a courteous, empathetic, and solution-oriented attitude.

2. Problem Solving & Complaint Handling

· Resolve customer inquiries and complaints promptly and effectively.

· Escalate complex issues to the Contact Center Manager when necessary.

· Follow up on unresolved cases to ensure customer satisfaction.

· Document all interactions and resolutions accurately in the system.

3. KPI Achievement

· Meet and exceed individual and team performance targets, including:

• Customer Satisfaction (CSAT).
• First Call Resolution (FCR).
• Average Handling Time (AHT).
• Call Quality Scores.

· Adhere to schedules and availability targets.

· Maintain high productivity and efficiency levels.

4. Data Entry & System Usage

· Accurately log customer interactions, bookings, and complaints in CRM systems.

· Ensure all data entered is complete and up to date.

· Support reporting requirements by maintaining clean and reliable records.

5. Quality & Compliance

· Follow established scripts, processes, and service standards.

· Participate in quality monitoring and feedback sessions.

· Comply with company policies and operational procedures.

6. Team Collaboration

· Work closely with team members, dispatch, and operations teams to ensure delivery service.

· Support the Contact Center Manager in achieving team objectives.

· Share feedback and suggestions for improving customer experience and processes.

Requirements

Qualifications

· Bachelor’s degree from a related field.

· 1–3 years of experience in a contact center or customer service role.

· Strong communication skills in Arabic and English.

· Good problem-solving and interpersonal skills.

· Ability to multitask and work under pressure.

· Basic computer skills and familiarity with CRM systems.

Preferred Skills

· Experience in transportation, hospitality, or service industries.

· Knowledge of call center tools and customer service best practices.

· Strong attention to detail and accuracy.

Key Competencies

· Customer focus.

· Communication skills.

· Problem-solving.

· Teamwork.

· Adaptability.

· Attention to detail.

Success Metrics

Performance in this role will be measured by:

· Individual KPI achievement (CSAT, AHT, FCR, etc.)

· Quality of customer interactions.

· Accuracy of data entry and documentation.

· Contribution to team performance.