وكيل بريد إلكتروني ومحادثة

Company Description Xceed is a leading multilingual Business Process Outsourcing (BPO) provider in the EMEA region, operating more than 10,000 web-enabled multichannel stations. The company supports government and commercial clients in 10 different languages through inbound, outbound, back-office, helpdesk, social media analysis, and infrastructure management services, as well as recruitment process outsourcing. Xceed has operational sites in Egypt, Morocco, Mauritius, the UAE, and a new site in Saudi Arabia, offering diverse regional exposure and career opportunities. The organization is widely recognized with multiple international awards for outsourcing excellence, impact sourcing, customer experience, sustainability, CSR, and diversity, equity, and inclusion. Xceed also maintains numerous global certifications, underscoring its commitment to quality, information security, business continuity, and a safe work environment.

Role Description The Email & Chat Agent role at Xceed is a full-time, on-site position based in Cairo, Egypt. The agent will handle customer inquiries and requests primarily through email and chat, providing accurate information, resolving issues, and ensuring a positive customer experience. Daily tasks include responding to customer messages in a timely manner, documenting interactions within internal systems, and following established procedures and service-level agreements. The role also involves coordinating with internal teams to escalate complex cases, updating customers on resolutions, and contributing to continuous improvement by sharing recurring issues or feedback. Agents are expected to maintain professional communication, adhere to data protection and security guidelines, and consistently meet performance and quality targets.

Qualifications

• Strong written communication skills in English and relevant additional languages, with the ability to respond clearly and professionally via email and chat.
• Customer service mindset, including active listening, empathy, problem-solving, and a commitment to delivering high-quality support.
• Ability to manage multiple conversations simultaneously, prioritize tasks, and work efficiently in a fast-paced, target-driven environment.
• Ability to work in rotating shifts, including evenings, weekends, or holidays as needed, and to reliably commute to the Cairo site
• B1 English level
• Graduates only with a Bachelor's degree.