Company Description Alorica is a global customer experience (CX) provider that partners with leading brands to design and deliver service experiences that build long-term customer relationships. The company combines proven performance, industry expertise, and advanced technology to create innovative CX solutions that drive measurable results. Alorica is distinguished by its focus on pioneering customer experiences, strong client partnerships, and a culture grounded in integrity and authenticity. With approximately 100,000 professionals across 17 countries, Alorica supports more than 250 brands in over 75 languages. Individuals joining Alorica become part of a curious, creative, and connected team with diverse career opportunities, including those highlighted on alorica.com/careers.
Role Description The Customer Support Agent | B2 English & Graduates role is a full-time, on-site position based in Qesm El Sheikh Zaid. In this role, the agent responds to customer inquiries via phone, email, chat, or other channels, ensuring timely, accurate, and empathetic support. Daily tasks include resolving issues, providing product or service information, documenting interactions in internal systems, and following established procedures and scripts while using good judgment to address customer needs. The agent works to maintain high levels of customer satisfaction by actively listening, clarifying concerns, and escalating complex cases to appropriate teams when necessary. The role also involves collaborating with colleagues, participating in coaching or training sessions, and providing feedback on recurring customer issues to help improve processes and service quality.
Qualifications
* Strong customer-facing skills, including Customer Support and Customer Service experience focused on delivering positive interactions.
* Ability to drive Customer Satisfaction by managing expectations, handling complaints professionally, and following up on unresolved issues.
* Effective Communication skills, including clear spoken and written English at B2 level or higher, with active listening and empathy.
* Recent graduates or equivalent educational background; prior contact center or service industry experience is an advantage.
* Comfort working in an on-site environment in Qesm El Sheikh Zaid, with flexibility to work shifts, weekends, and holidays as required.
* Basic computer literacy, ability to navigate multiple systems, and attention to detail in recording customer interactions.
* Resilience under pressure, strong time management, and a commitment to ethical behavior, teamwork, and continuous learning.
