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 attract, support, and retain customers. The company operates approximately 30 customer experience delivery centers worldwide and serves leading brands across retail, e-commerce, healthcare, fintech, utilities, and logistics. With a diverse team of more than 36,000 employees, ibex manages nearly 170 million customer interactions annually using industry-leading technology. Its AI-powered ibex Wave iX solutions suite enables exceptional, data-driven customer experiences and performance. Applicants can learn more about ibex and its global presence by visiting ibex.co and connecting on LinkedIn.
Role Description This is a full-time, on-site Bilingual French/English Customer Support role based in Cairo. The role involves handling inbound and outbound customer inquiries in both French and English through phone, email, chat, and other channels. The Customer Support team member will troubleshoot issues, provide accurate information about products and services, and ensure timely resolution of customer concerns. Responsibilities include documenting interactions, escalating complex cases when needed, and following established procedures and service level agreements. The role also requires working closely with team leaders, participating in training and coaching sessions, and contributing to a positive, collaborative contact center environment.
Qualifications
* Strong communication skills in French and English, including clear verbal and written communication.
* Customer service skills with experience handling inquiries, problem-solving, and maintaining a customer-focused attitude.
* Translation capabilities to switch effectively between French and English while preserving meaning and tone.
* Experience in English teaching or training, or the ability to support learning and provide guidance to customers or peers.
* Ability to work on-site in Cairo, manage shifts in a fast-paced environment, and collaborate with diverse teams.
* Good computer literacy, including use of CRM systems, ticketing tools, and common office applications.
* Previous contact center or BPO experience is an advantage.
* Relevant diploma or degree in languages, communication, business, or a related field is preferred.
