Senior Customer Service Agent at WOROOD

Cairo, Cairo, Egypt -

Full Time

Start Date

Immediate

Expiry Date

15 Apr, 26

Salary

0.0

Posted On

15 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, Problem-Solving, Emotional Intelligence, Multitasking, Attention to Detail, Conflict Resolution, E-commerce Experience, Social Media Interaction, Retention Strategies, CRM Familiarity, Logistics Coordination, Case Management, Customer Feedback Collection, High-Impact Case Management, Professional Judgment, Fast-Paced Environment

Industry

Retail Apparel and Fashion

Description

Job Description: Handle day-to-day customer service inquiries across all channels (phone, email, chat, and face-to-face when needed), while owning complex, high-impact cases and supporting the team when required Manage escalated customer complaints and complex cases, including hard calls, with confidence and empathy. Communicate clearly and professionally, demonstrating sound judgment across all customer touchpoints. Address cases raised from social media and other platforms, ensuring timely and appropriate resolution. Manage order follow-ups and coordinate with logistics to resolve delivery delays or service issues. Identify at-risk customers and apply retention-focused solutions to prevent churn. Act as the first senior escalation point prior to management involvement, ensuring full case ownership. Maintain brand tone and service standards in all customer interactions, including sensitive situations. Monitor assigned ticket queues, prioritize cases effectively, and support SLA achievement through timely follow-up and resolution. Proactively track open tickets, aging cases, and response times, escalating risks that may impact SLA performance. Collect customer feedback and identify reasons for returns or dissatisfaction to support service improvement. Identify when a case requires management escalation and coordinate accordingly with clear documentation. Requirements: 5+ years of customer service experience, preferably within e-commerce, fashion, or international service environments. Excellent verbal and written communication skills in Arabic and English. Strong phone etiquette with the ability to manage challenging and escalated conversations. Experience handling customer escalations, retention cases, and social media interactions. High emotional intelligence and sound professional judgment, with a strong sense of ownership and the ability to manage customer interactions effectively. Strong problem-solving skills with attention to detail and organization. Ability to multitask and work under pressure in a fast-paced environment. Passion for delivering high-quality customer experiences and driving customer loyalty. Fluency in English is a must. Experience in offshore or international customer service environments is a plus. Familiarity with CRM platforms (e.g., Zendesk, Gorgias) is a plus.

Responsibilities

The Senior Customer Service Agent will handle day-to-day customer service inquiries and manage escalated complaints with confidence and empathy. They will also monitor ticket queues and ensure timely resolution of cases while maintaining brand standards.