أخصائي دعم العملاء

Customer Service Specialist – French & English Account

Location: Cairo, Egypt

Employment Type: Full-Time

Department: Customer Experience

Languages: French & English

About The Role

We are looking for a Customer Service Specialist to join our French & English Account and deliver a premium customer experience across multiple communication channels.

In this role, you will act as a Digital Brand Ambassador, representing the brand in every customer interaction. You will be expected to combine empathy, professionalism, problem-solving, and efficiency to create meaningful customer experiences while consistently meeting quality and performance standards.

This is more than transactional customer support — it is about building customer loyalty, trust, and brand affinity through every interaction.

Key Responsibilities

• Deliver personalized, professional, and high-quality customer experiences across chat, email, SMS, and phone.
• Communicate with customers in both French and English with clarity, confidence, and professionalism.
• Understand customer needs and proactively provide relevant solutions and support.
• Demonstrate empathy and emotional intelligence when handling customer concerns or challenging situations.
• De-escalate customer issues while maintaining a calm, polished, and professional approach.
• Take ownership of customer inquiries from initial contact through resolution.
• Provide accurate information while maintaining the brand’s tone of voice and service standards.
• Identify opportunities to exceed customer expectations and create a positive brand experience.
• Navigate multiple digital platforms, CRM systems, and order management tools effectively.
• Maintain accurate and detailed customer records and interaction notes.
• Collaborate with internal teams when additional support or escalation is required.
• Consistently achieve individual quality, customer satisfaction, and productivity targets.
• Balance efficiency and productivity without compromising the quality of the customer experience.

Qualifications & Requirements

• 1–3 years of experience in Customer Service, Customer Experience, Luxury Retail, Premium E-Commerce, Boutique Hospitality, or other high-touch service environments.
• Fluent French and English with strong verbal and written communication skills.
• Previous experience supporting customers through multiple channels such as Chat, Email, SMS, and Phone is preferred.
• Experience working in a KPI-driven or performance-based environment.
• Strong problem-solving and decision-making skills.
• Excellent communication and interpersonal skills.
• Strong attention to detail.
• High level of emotional intelligence and empathy.
• Ability to remain calm, composed, and professional under pressure.
• Strong ownership and accountability.
• Ability to multitask and navigate multiple systems efficiently.
• Comfortable working with CRM, order management, and digital customer service platforms.
• Strong typing and written communication skills.
• Customer-focused mindset with a genuine desire to create positive customer experiences.

What We’re Looking For

We are looking for someone who:

• Sees every customer interaction as an opportunity to build loyalty.
• Communicates naturally rather than relying heavily on scripts.
• Can adapt their tone based on the customer's emotions and needs.
• Takes ownership instead of unnecessarily escalating issues.
• Can balance personalization, quality, and productivity.
• Demonstrates confidence, warmth, and professionalism in every interaction.
• Understands that quality should never be sacrificed for speed.

Why Join Us?

• Work in a premium Customer Experience environment.
• Develop your expertise in customer experience and digital communication.
• Gain exposure to multiple customer interaction channels and digital tools.
• Join a performance-driven environment with opportunities for professional growth.
• Be part of a team where customer experience, quality, and ownership are highly value