Senior Customer Service Agent at WOROOD

Cairo, Cairo, Egypt -

Full Time

Start Date

Immediate

Expiry Date

19 Apr, 26

Salary

0.0

Posted On

19 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, Order Management, Escalation Management, Social Media Interaction, Retention Strategies, CRM Platforms, High-Impact Cases, Customer Feedback, Service Improvement, Logistics Coordination, Professional Judgment

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 across various channels and manage escalated customer complaints with confidence. They will also monitor ticket queues, prioritize cases, and ensure timely resolution to support SLA achievement.