Company Description Raya CX is a next-generation BPO and customer experience management provider serving clients across diverse 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 highly competitive and skilled labor markets, offering integrated outsourcing solutions powered by advanced technology. Raya CX focuses on robust strategies, continuous improvement, and innovation to deliver exceptional customer experiences and long-term value for its clients.
Role Description The Customer Service Agent B1 is a full-time, on-site role based in Qesm El Maadi. The agent will handle incoming customer inquiries via phone, email, chat, or other channels, providing accurate information, resolving issues, and ensuring timely follow-up. Responsibilities include documenting interactions in the CRM system, escalating complex cases to appropriate teams, and adhering to performance, quality, and compliance standards. The agent will contribute to customer satisfaction by maintaining a professional tone, demonstrating empathy, and actively supporting continuous improvement initiatives. Collaboration with team members and supervisors to share feedback and best practices is also part of the daily work.
Qualifications
* Strong customer-facing skills in Customer Service and Customer Support, with the ability to manage inquiries efficiently and professionally.
* Demonstrated focus on Customer Satisfaction and Customer Experience, including problem-solving, empathy, and conflict resolution.
* Experience working as Customer Service Representatives or in similar front-line customer roles, preferably in BPO or contact center environments.
* Clear and professional communication skills in English (B1 level or higher) and strong active listening abilities.
* Ability to work on-site in Qesm El Maadi and adapt to shift-based schedules as required.
* Basic computer literacy, including CRM or ticketing systems, and the ability to learn new tools quickly.
* Resilience under pressure, attention to detail, and commitment to meeting performance and quality targets.
* High school diploma or equivalent; post-secondary education is an advantage.
