785 Customer Engagement jobs in Egypt

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

We are Roche

A healthier future. It's what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come.

Creating a world where we all have more time with the people we love.

That's what makes us Roche.

Job Mission

As the Head of Customer Engagement and Healthcare Solutions, for Roche Pharma Egypt affiliate, you will play a key leadership role in driving our vision of delivering value through excellence in customer engagement & providing unique healthcare solutions by enabling a smooth customer experience.

You will lead all customer-facing teams and roles across the organization to ensure a seamless, high-impact customer experience while delivering on our financial, strategic, and portfolio goals.

This is a dynamic and high-visibility position where you will shape customer engagement strategy, enhance commercial capabilities, and foster a culture of collaboration, innovation, and continuous learning across the organization.

As the Head of Customer Engagement and Healthcare Solutions, you will report directly to the General Manager and play a pivotal role as a key member of the Executive Enabling Team. In this role, you will lead a team of 5 to 6 Senior Managers, each responsible for driving the customer-facing organization.

Your Impact

Executive Leadership & Strategic Contribution

• Serve as an executive leader within the Enabling Team, actively contributing to enterprise-level strategy and decision-making.
• Co-lead the development of a compelling, inclusive affiliate strategy—grounded in cross-functional input and aligned with the company's long-term mission and ambition.
• Role-model enterprise leadership by balancing functional priorities with broader organizational impact.
• Maintain and strengthen the affiliate's culture through continuous employee listening and engagement sensing, helping to prioritize and embed key behaviors.
• Foster a culture of accountability, inclusivity, and continuous improvement within the Enabling Team and across the organization.

Customer Engagement Strategy

• Define and lead the overall customer engagement strategy in alignment with brand, portfolio, and corporate objectives, ensuring a unified customer centric approach to our stakeholder engagement and value delivery.
• Serve as a key advocate for the customer perspective within the organization, ensuring insights from the field inform portfolio strategy, brand planning, and decision-making.

Customer facing organization leadership and customer facing roles Mastery

• Define, lead and enable the PPoC Lead, Business Value Lead & the Customer facing roles within the Customer engagement chapter to co-create patient- and system-centric solutions across multiple disease areas.
• Support and coach PJPs in ensuring seamless external engagements across all critical channels.
• Build a diverse, high-performing, and purpose-driven chapter culture, focused on triple-win outcomes, inclusion, and agile experimentation through serving as a coach and mentor, enabling capability building and professional growth across your chapter.
• Co-create and sustain the different CX facing roles; ie, clear segregation of accountabilities; job purpose and mission.

Integrated Customer Experience Strategy

• Set and drive the multiple customer facing teams to deliver a seamless, integrated customer experience by partnering closely with the digital engagement network and other enabling roles.
• Embed a unified engagement vision while empowering the teams to implement strategic business priorities with a customer experience philosophy principles and take the necessary measures or steps accordingly.
• Collaborate with the Head of Transformation and Commercial Excellence as a creative and inclusive leader in designing future-fit field teams with the right mix of skills, mindsets, and capabilities to succeed in a complex, evolving healthcare environment.
• As a VACC leader, design the roles, pull in the necessary resources and investments, escalate any current bottlenecks, enabling accelerated DA strategy realization with excellence.

Skill based resourcing & People

• Strategize the overall people resourcing models across all customer facing Pods/teams through setting high performance standards for all individual team members, aligning individual development plans with overall pod outcomes, strategic priorities, and compliance expectations.
• In liaison with the Integrated Head of Integrated Portfolio Strategy, accountable to envision the future resources together with the future skills and capabilities set, where the strategic business outcomes are realized through a competent, ready in place team.

License to Operate

• Ensure integrity, compliance and maintain our license to operate in any external engagements, partnerships, collaborations, interfaces, decisions, negotiations, and contracting in Egypt.
• Ensure that the function proactively engages with internal compliance and legal resources to ensure full compliance before taking action and/or committing Roche to activities externally.

Who You Are

• Educational Background: You hold a bachelor degree in Life Sciences, Business, or a related field; advanced, post graduate degrees (MBA, PharmD, etc.) are a strong plus.
• Experience: You bring 13–15 years of progressive experience in the pharmaceutical or healthcare industry, with a strong track record in strategic sales, business development, or commercial leadership. A minimum of 2–3 years serving as a member of an executive leadership team is essential. Fluency in English is considered a strong asset.
• Customer-Centricity & Change Management: You have depth & wealth of expertise in customer experience strategies, with an ability to translate evolving customer needs into globally aligned, locally relevant strategies that drive performance.
• Creative Leadership: You are an authentic, resilient leader, in which you demonstrate visionary & long term aspirations, anticipating future trends to proactively enable an agile business & empowered organizational models that creates meaningful impact.
• Inspiring & Influencing: You are skilled in leading and inspiring cross-functional field teams, networking & connecting with the wider enterprise. Influencing an inclusive, learning & value-driven environment that prioritizes accelerated growth, trust, and collaboration.
• Roche Identity & Values: You lead as a Visionary, Architect, Catalyst, and Coach—able to inspire with purpose, design empowered organizations, remove barriers, stimulate collaboration, and enable learning. You embody Roche's values of Passion, Integrity, and Courage in every interaction.

Who we are

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let's build a healthier future, together.

Roche is an Equal Opportunity Employer.

ROLE AND RESPONSIBILITIES

• Handle inbound and outbound phone inquiries from English-speaking Health Care Professionals and Patients.
• Provide a high level of customer service
• Maintain high customer satisfaction rates
• Document all calls
• Triage and transfer calls as necessary to external departments
• Provide feedback to help improve scripting and process to Supervisor
• Monitor both inbound and outbound calls and assess agents' performance in delivering quality service across all communication channels

Specific Requirements

• Provide world-class customer service by managing all customer inquiries to successful resolution (first call resolution in house or escalating to the appropriate external department).
• Be able to capture all adverse events and product complaints mentioned by the Health Care Personnel's on the call. This includes being able to ask probing questions and file the necessary documents.
• Provide product and program information within the guidelines of the call script, standard FAQ responses and training updates.
• Effectively and consistently communicate messages as required Evaluate and escalate calls to external departments as appropriate.
• Comply with all client regulations including adverse event and product quality processes and HIPAA Regulations.
• Manage all assigned project work in a timely manner (call handling, after call work documentation, etc.).
• Complete and maintain all required training and acknowledgement logs within the appropriate time frame.
• Obtain pertinent customer information and record customer interactions in appropriate CRM systems or escalation forms.
• Interact with team members, supervisors, and potentially clients, sharing suggestions, technical issues and best practices

Qualifications

• Minimum of 2 years of previous experience in customer service in a call center environment
  MUST.
• Fluent English is a
  MUST
  .
• Prior experience in a regulated industry (medical/pharmaceutical/banking, etc.) is a
  Must.
• Previous experience handling inbound Foreign customer service calls in a call center environment
  plus.
• Demonstrated competency using information technology, PCs and databases
  required.
• Excellent verbal telephone communication and written skills and proficiency in English
  required.
• Ability to multitask with good organizational, time management, problem-solving and decision-making skills
  required.
• Ability to communicate with customers utilizing exceptional customer service skills, business skills and soft skills
  required.
• Ability to meet/exceed assigned metrics/goals
  required.

• Interact with Breadfast customers over system, phone, and email messages
• Determine customer needs and provide appropriate solutions
• Empathize with and prioritize customer needs
• Respond to customer inquiries on Breadfast social media channels
• Review customers' feedback and order reviews daily and resolve any issues promptly.
• Periodically test Breadfast website and mobile app and provide feedback
• Document interactions with customers in the CRM system.

Job Requiremen

• Ability to communicate correctly and clearly with customers
• Excellent documentation skills, documenting interactions with customers in the CRM system
• Good comprehension skills, ability to clearly understand and state the issues customers present
• Good composition skills, ability to compose a grammatically correct, concise, and accurate written response
• Ability to empathize with and prioritize customer needs
• Demonstrable interpersonal & conflict resolution, and negotiating skills
• Ability to determine customer needs and provide an appropriate solution
• Effective problem-solving skills: ability to approach problems logically
• Strong handling skills
• Action, detail-oriented, and self-disciplined
• Excellent spoken and written communication skills using both Arabic and English are a must

Purpose:

Person responsible for all actions related to customer experience in the store. It aims to offer the best possible service to customers, both in the moment of sales assistance and In the resolution of any subsequent problems. Will be raising awareness with the team In regard to multi-channel, promoting iPod sales and Store Mode. Have good measurement of results and creates strategies in order to Improve their customer experience in the store. Responsible to Implement company projects In regards to customer care.

Key Responsibilities

• Oversees all aspects of the customer service experience to spot improvements areas in processes and procedures and make improvements of customer service quality.
• To ensure a high level of customer satisfaction is offered in the store.
• To support customer service with product, knowledge and awareness of the new arrivals, the best sellers and fashion trends and offer alternatives with the services we provide and the technology we use in the store.
• Knows and analyze customer profile in store to implement and action strategies based on the market- current and potential target.
• It's aware of different marketing strategies in to inform the team in order for better information provided for customers.
• Good communication skills and fast problem solving when dealing with customer issues. Good conflict management skills.
• It's aware of customer flow to ensure sufficient cover is in key points on the shopfloor.
• Creates and implements strategies keeping in focus the priorities of the floor in order to Improve a better customer journey .
• Train all the team In regards to Store Mode and ensure Information Is passed to customers to Improve their experience In store.
• Create a monthly analysis based on a Mystery Shopper Action and work On the results by creating a action plan.
• Train the team in providing excellent customer service and ensure the team is applying the minimums of customer service.
• Develop the team in order for them to be able to identify different customer profile and how to adapt to different needs.
• Demonstrate to the team how to create a loyal customer base in the store ensuring good service is provided.
• Train the team on using the devices in store in order to provide better customer experience.
• Comply with the Company Health & Safety Policy.
• To be an ambassador in the company's sustainability project and ensure that the company upholds and works towards finding new, innovative and economically reductive ways to stay sustainable

Company Description

El Diwany Trade Holding Company operates "Fitsole"
stores and holds the sole franchise for
"Adidas Kids"
in Egypt.

"Fitsole" offers a wide range of sportswear and lifestyle brands, authorized by
Adidas, Nike, Puma,
and more. With
23 branches across Egypt
and a strong e-commerce presence, Fitsole caters to sneaker enthusiasts and lifestyle lovers in Cairo and beyond.

Our own brand portfolio includes:

• Fitsole Lifestyle
  – premium sneakers, comfortable footwear and apparel.

About the Role

We are looking for a Customer Experience Specialist
to join our growing team in EL Shiekh Zayed in Egypt. This is a
full-time, on-site role
that combines
customer service excellence
with
administrative support
.

You will handle customer inquiries and complaints, provide accurate product information, assist with purchasing decisions, and ensure overall customer satisfaction. The role also includes building strong product knowledge, collaborating with the sales team to improve service standards, and supporting management with operational tasks.

If you are
passionate about helping people, detail-oriented, and eager to grow
, we'd love to hear from you

What You'll Do

• Respond to customer inquiries via phone, email, and social media in a professional and timely manner.
• Develop strong product knowledge in sportswear & sneakers to provide accurate guidance.
• Handle and resolve customer complaints, shipping issues, and product inquiries.
• Communicate clearly with customers regarding orders, promotions, and policies.
• Collect feedback and suggest improvements to enhance the customer experience.
• Maintain accurate documentation using CRM systems, Google Sheets, and Excel.
• Act as the first point of contact for customers, ensuring a professional atmosphere.

Qualifications & Experience

• 1–2 years
  of experience in customer service, support, or administrative roles (retail or e-commerce preferred).
• Strong
  communication and interpersonal skills
  in both
  English and Arabic
  .
• Proven ability to
  handle and resolve customer complaints
  professionally with empathy and patience.
• Knowledge of
  retail and e-commerce operations
  and familiarity with sportswear and lifestyle brands (
  sneakers passion is a big plus
  ).
• Excellent
  problem-solving skills
  , attention to detail, and ability to multitask and perform under pressure.
• A
  team player
  who collaborates effectively with cross-functional teams while also able to work independently.
• Comfortable using
  CRM systems, Microsoft Excel, and business communication tools
  .
• Practical knowledge of
  Consumer Protection Agency (CPA) laws
  and compliance requirements.
• Bachelor's degree in
  Business, Marketing, Communications, or a related field
  is preferred.

Why Join Us?

• Be part of a
  dynamic, fast-growing company
  with leading global and local brands.
• Gain exposure to both
  customer engagement
  and
  business operations
  .
• Opportunity to
  develop your career
  in a supportive and ambitious environment.

Apply directly through LinkedIn Easy Apply and become part of our journey

Being the initial point of contact with our customer, your primary mission is to ensure providing a positive memorable experience from minute 1 for our prospect, active and screened out customers across all touchpoints. You will be assisting them with any inquiries in a swift, proficient, and friendly manner. Your role is instrumental in customer loyalty by addressing concerns and issues, and by contributing to initiatives and programs that will boost customer's confidence, trust, engagement and advocacy

What do we expect from you:

Key duties along the customer journey:

1. Membership Process:

2. Owning the customers' membership process from application to becoming an active member.

3. Communicating with prospect/members in process via inbound and outbound phone calls, WhatsApp and emails
4. Attending to customer's inquiries and or complaints in person, by telephone, or by email according to the set SLAs
5. Establish and maintain good rapport with customers by using positive language and anticipating their needs
6. Document their interactions when necessary and compiling their documents
7. Working closely with the Marketing team on communication scripts.
8. Adhere to the set process to ensure finalizing the membership cycle timely and efficiently
9. Conduct referral verification calls
10. Ensure applicants are eligible to the set criteria
11. Contact and meet clients face to face to finalize memberships (Contract & Cheques) and follow up on pending cases to ensure finalization
12. Collect and file membership documents from the customer and ensure nothing is missed and that they are safely archived
13. Accurately record all customers' data on the CRM ensuring 100% accuracy
14. Accurately and timely update the CRM system with all stages across the membership process
15. Timely update customers with their application status
16. Responsible for ensuring safeguarding business and customers' data of all forms either sensitive or non-sensitive or else will be subject to disciplinary action that might lead to dismissal.
17. Follow up with customers to ensure timely payment settlement

18. Use the set FAQ (Frequently asked questions) list or the set scripts to answer their inquiries

19. Customer experience monitoring and enhancement:

20. Constantly participate in measuring customers' pulse in different forms such as:

21. The Bi-weekly feedback survey
22. Selecting sample of clients to call to obtain detailed personalized feedback
23. Other surveys as applicable
24. Working with the Technology team to gather important data from the application as an important source reflecting customers' feedback and behaviors
25. Will be assigned specific departments whom he/she will act as their CX Partner
26. Under the guidance of the manager, they will closely work with the management of these departments on:
27. Ensuring the department attend to customers' complaints/inquiries as per the set SLAs
28. Identifying the areas of improvement as well as the opportunities for leverage
29. Supporting them develop and implement initiatives and or programs to address these areas aiming at enhancing customer experience
30. Collaborate with the marketing and events teams for the execution of any initiatives as applicable

Health and Safety:

Strictly adhere to the Health, Safety and Environment instructions at all times.

Continuous improvement:

• Always on the quest for creative and unique initiatives to contribute to increasing customers' engagement and advocacy and/or to add to the business
• Search for the up to date practices that has to do with customer experience and customer delight

What do you need to perform your role:

To perform your job successfully, you need to have the following minimum requirements:

Education and experience:

• Bachelor degree in a relevant discipline
• 1 - 2 years of experience

Skills and knowledge:

• Computer literate. Experience in CRM systems is a plus
• Innate emotional intelligence and capable of handling complaints and angry customers in a professional and balanced manner
• Dynamic and agile
• Highly organized
• Eye for details
• Excellent communication and ability to build rapport
• Creative
• Strong follow up
• Problem solver

KAK is Hiring – Customer Experience Specialist (Madinaty Branch)

What You'll Do:

•Handle feedback, complaints & collect guest reviews.

•Work with CRM & Marketing to ensure smooth customer journeys.

What We're Looking For:

•Fresh or recent university graduate.

•Fluent in Arabic & English.

•Friendly, stylish & approachable.

•Customer service experience = a plus

Details:

• Salary: up to 20k EGP

•Location: KAK Fried Chicken – Madinaty.

•On-site role at the branch.

•Immediate joiners preferred.

Apply now

WhatsApp:

(Mention job title in subject line)

The Customer Experience Team Leader is responsible for overseeing the daily operations of the customer experience team, ensuring

high-quality service delivery and customer satisfaction. This role involves managing team performance, providing training and

support, and implementing best practices to enhance service efficiency. The Team Leader will also handle escalated customer issues,

analyze service metrics, and collaborate with other departments to improve overall customer experience. Strong leadership,

communication, and problem-solving skills are essential for success in this position.

Duties And Responsibilities

• Prepare Weekly/Monthly Business Reviews
• Incident Management and Reporting
• Social Media Complaint Management (Optional)
• Planned Leave Requests
• Daily Reporting
• Team Members Development Plans
• Agent Salary Issues
• Cascade KPI Attainment
• Detractor Validation
• Performance Management
• Coaching on Invalid Cases Tracker Sheet
• Validate Raised Tickets on Jira
• Scheduling Breaks
• Outbound Calls
• Weekly Scheduling
• Monthly Reporting

Skills And Qualifications

• Leadership & Team Building: Inspire, guide, and foster a collaborative team environment
• Communication: Strong verbal and written skills with team and stakeholders
• Problem-Solving & Conflict Resolution: Identify issues, resolve conflicts, and implement effective solutions
• Customer Service: Committed to delivering exceptional customer experiences
• Analytical & Reporting: Skilled in data analysis, KPI tracking, and reporting tools
• Time & Resource Management: Prioritize tasks, manage shifts, and allocate resources effectively
• Coaching & Mentoring: Support employee growth through training and performance feedback
• Project & Incident Management: Handle projects, incidents, escalations, and process improvements
• Tools & Systems: Proficient in KPI monitoring, Jira, social media engagement, and incident management systems
• Decision-Making: Approve leave, set goals, authorize actions, and drive continuous improvement
• Adaptability: Flexible in responding to changing priorities and business needs