Company Description ibex is a global provider of business process outsourcing, digital marketing, online acquisition technology, and end-to-end customer engagement solutions that help companies acquire, engage, and retain customers. The company operates around 30 customer experience delivery centers worldwide, serving leading brands across retail, e-commerce, healthcare, fintech, utilities, and logistics. With a diverse team of over 36,000 employees, ibex manages nearly 170 million critical customer interactions annually on behalf of its clients. Leveraging industry-leading technology, including the AI-powered ibex Wave iX suite, ibex focuses on delivering differentiated, high-quality customer experiences. Applicants can learn more about ibex’s services and culture by visiting ibex.co and connecting on LinkedIn.
Role Description This is a full-time, on-site Bilingual Customer Support French/English role based in Cairo, Egypt. The role involves handling inbound and outbound customer interactions in both French and English via phone, email, chat, or social channels, ensuring timely and accurate responses. The person in this position will troubleshoot basic technical issues, provide clear guidance on products and services, and escalate complex cases to specialized support teams when needed. Day-to-day tasks include documenting interactions in the customer relationship management (CRM) system, following established procedures, and contributing to customer satisfaction and retention goals. The role also requires collaborating with team members and supervisors to improve processes, share insights, and maintain a professional, inclusive customer experience.
Qualifications
- * Strong Customer Support and Customer Satisfaction skills, with the ability to manage inquiries and resolve issues professionally.
- Excellent Interpersonal Skills, including active listening, empathy, and clear communication in both French and English.
- Ability to provide Technical Support for common customer issues and follow troubleshooting steps accurately.
- Solid Analytical Skills to understand customer needs, interpret information, and identify appropriate solutions.
- Fluency in spoken and written French and English; additional language skills are an advantage.
- Previous experience in customer service, contact center, or BPO environments is preferred.
- Comfort working with CRM systems, ticketing tools, and standard office software.
- Availability to work shifts, weekends, or holidays as required by business operations.
- High school diploma or equivalent; post-secondary education in a related field is a plus.
- Reliability, a customer-centric mindset, and commitment to maintaining an inclusive and respectful workplace.
