Company Description Raya Customer Experience (Raya CX) delivers next-generation business process outsourcing and customer experience management for clients across multiple industries. Since 2001, Raya CX has been a preferred partner for customer service, technical support, and global services for Fortune 1000 companies in North America, Europe, the Middle East, and Africa. The company operates from competitive and highly skilled labor markets to provide reliable, scalable service. Its integrated solutions are supported by advanced technology, strong operational strategies, and a commitment to continuous improvement and innovation. Team members join a growing organization focused on high-quality customer interactions and professional development.
Role Description This full-time on-site role is based in Qesm El Maadi, where the CSR Agent will handle customer inquiries and issues through various communication channels. The agent will provide clear and professional responses, troubleshoot basic problems, and escalate complex cases when necessary. Daily tasks include updating customer records, following defined procedures, and ensuring service levels and quality standards are met. The CSR Agent will work closely with team leaders and colleagues to share feedback, support process improvements, and maintain a positive customer experience. The role requires consistent attendance, adherence to schedules, and a focus on meeting individual and team performance targets.
Qualifications
* Strong customer-facing skills, including Customer Service and Customer Support abilities.
* Demonstrated focus on Customer Satisfaction and overall Customer Experience.
* Experience working as Customer Service Representatives or in similar contact center roles.
* B2 level English proficiency with clear verbal and written communication.
* Ability to manage high-volume interactions, remain calm under pressure, and follow structured processes.
* Basic computer skills and familiarity with CRM or ticketing systems are preferred.
* Flexibility to work rotating shifts, weekends, or holidays as required by business needs.
* Previous BPO, call center, or international customer support experience is an advantage.
