10 National Bank Of Egypt jobs in Cairo
Customer Service Associate
Cairo, Al Qahirah
Amazon
Posted 9 days ago
Job Viewed
Job Description
Description
**Customer Service Associate**
Our mission at Amazon is to be Earth's most customer-centric company, and our award-winning Customer Service team is a key part of achieving that goal. Doing our best for our customers is where we get our energy, and that's why you'll find we approach things differently here. You won't be asked to read from a script or learn dialogue by heart. Instead, we'll provide you with the training you need to problem solve for our customers. You'll bring your unique personality to every customer conversation and deliver the exceptional support experience our customers love.
**What will you do as a Customer Service Associate?**
As an Amazon Customer Service Associate, you have a very clear purpose: to prevent issues, solve queries, and delight our customers. You'll be the first point of contact for our Arabic and/or English speaking customers by answering their requests through phone, chat and/or email - this includes everything from order and product questions to
**Customer Service Associate**
Our mission at Amazon is to be Earth's most customer-centric company, and our award-winning Customer Service team is a key part of achieving that goal. Doing our best for our customers is where we get our energy, and that's why you'll find we approach things differently here. You won't be asked to read from a script or learn dialogue by heart. Instead, we'll provide you with the training you need to problem solve for our customers. You'll bring your unique personality to every customer conversation and deliver the exceptional support experience our customers love.
**What will you do as a Customer Service Associate?**
As an Amazon Customer Service Associate, you have a very clear purpose: to prevent issues, solve queries, and delight our customers. You'll be the first point of contact for our Arabic and/or English speaking customers by answering their requests through phone, chat and/or email - this includes everything from order and product questions to
This advertiser has chosen not to accept applicants from your region.
0
Customer Service Coordinator
Cairo, Al Qahirah
Pfizer
Posted today
Job Viewed
Job Description
**Why Patients Need You**
Our manufacturing logistics and supply team makes sure that customers and patients have the medicines they need, when they need them. You will help bring medicines to the world even faster by embracing challenges, imagining what’s possible and taking action.
**What You Will Achieve**
You will help Pfizer carry out the activities in distribution logistics centers to meet customer requirements, such as shipping and receiving requests, packing, storage, distribution of products, samples and promotional literature to domestic and/or international locations and associated customer service. You will be responsible for distribution/order centers' receipt and filling of customer orders that typically includes requesting shipment of product to global markets, ensuring billing accuracy, ensuring that efficient order processes and procedures are in place, managing contract distributors and product returns.
As part of the business support team, you are recognized as an advisor to other colleagues in your group due to your comprehensive knowledge and skills in your area and understanding of the larger organization. You r innovati on in identifying solutions to problems by taking a broader perspective will benefit the organization. You will encourage collaboration and communication within the team and across groups to influence desired outcomes. You train others and provide guidance to the team that helps us achieve our goal of providing the best healthcare to our patients.
It is your hard work and dedication that will make Pfizer ready to achieve new milestones and help patients across the globe.
**How You Will Achieve It**:
- Provide outstanding services to our customers, develop and manage the relationships with all new a s well as existing customers.
- Manage Customer Sales Order from receipt to product delivery through a streamlined and competent process flow.
- Ensure a ccurate d ocumentation of Invoices, Shipping documents, Customs Bill, Proof of Delivery, Certificate of Analysis and any market specific document s.
- Accurate reporting of w eekly p eriod e stimates, acknowledgement and response to customer complaints and recording and tracking of complaints.
- Issue, record and track undertakings to customers for low shelf life products, m onthly / bi-weekly update to customer and business users.
- Provide support to Inbound Logistics process as necessary, Identify, implement and document c ontinuous i mprovement p rojects.
- Manage customer escalations as well as internal and external communication regarding customer delivery coordination.
- Ensure maturity and adherence to lean principles and daily meeting / visual management processes.
**Qualifications**
**Must-Have**:
- High School Diploma or GED and 1+ years’ experience.
- Working experience with Import and Export Documentation.
- Good Communication skills.
- Good knowledge of MS office.
- SAP experience
**Nice-to-Have**:
- Possesses a positive mindset.
- Eager to ensure continuous improvement.
- #LI-PFE
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
Logistics & Supply Chain Mgmt
LI-PFE
Our manufacturing logistics and supply team makes sure that customers and patients have the medicines they need, when they need them. You will help bring medicines to the world even faster by embracing challenges, imagining what’s possible and taking action.
**What You Will Achieve**
You will help Pfizer carry out the activities in distribution logistics centers to meet customer requirements, such as shipping and receiving requests, packing, storage, distribution of products, samples and promotional literature to domestic and/or international locations and associated customer service. You will be responsible for distribution/order centers' receipt and filling of customer orders that typically includes requesting shipment of product to global markets, ensuring billing accuracy, ensuring that efficient order processes and procedures are in place, managing contract distributors and product returns.
As part of the business support team, you are recognized as an advisor to other colleagues in your group due to your comprehensive knowledge and skills in your area and understanding of the larger organization. You r innovati on in identifying solutions to problems by taking a broader perspective will benefit the organization. You will encourage collaboration and communication within the team and across groups to influence desired outcomes. You train others and provide guidance to the team that helps us achieve our goal of providing the best healthcare to our patients.
It is your hard work and dedication that will make Pfizer ready to achieve new milestones and help patients across the globe.
**How You Will Achieve It**:
- Provide outstanding services to our customers, develop and manage the relationships with all new a s well as existing customers.
- Manage Customer Sales Order from receipt to product delivery through a streamlined and competent process flow.
- Ensure a ccurate d ocumentation of Invoices, Shipping documents, Customs Bill, Proof of Delivery, Certificate of Analysis and any market specific document s.
- Accurate reporting of w eekly p eriod e stimates, acknowledgement and response to customer complaints and recording and tracking of complaints.
- Issue, record and track undertakings to customers for low shelf life products, m onthly / bi-weekly update to customer and business users.
- Provide support to Inbound Logistics process as necessary, Identify, implement and document c ontinuous i mprovement p rojects.
- Manage customer escalations as well as internal and external communication regarding customer delivery coordination.
- Ensure maturity and adherence to lean principles and daily meeting / visual management processes.
**Qualifications**
**Must-Have**:
- High School Diploma or GED and 1+ years’ experience.
- Working experience with Import and Export Documentation.
- Good Communication skills.
- Good knowledge of MS office.
- SAP experience
**Nice-to-Have**:
- Possesses a positive mindset.
- Eager to ensure continuous improvement.
- #LI-PFE
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
Logistics & Supply Chain Mgmt
LI-PFE
This advertiser has chosen not to accept applicants from your region.
1
German Customer Service
Cairo, Al Qahirah
Transcom
Posted today
Job Viewed
Job Description
Transcom Worldwide is one of the leading global customer experience companies, supplying local and global clients in multiple markets. With our global footprint and forward-leaning customer experience solutions, we serve our clients via different channels like voice, chat, social media, etc.
**What's in it for YOU!**
- Best salary in the market
- Transportation provided
- Medical and social insurance
- Location is in Smart village
**Join our Transcom Family as a Customer support representative!**
**Responsibilities**:
- Receive inbound calls and respond to customer requests to ensure customer satisfaction.
- Receive inquiries related to the time of delivery, delay, sending, disappearance of the package.
- Maintains the required knowledge level of the company’s products, services, & solutions and stick to the agreed on formal information sources to ensure delivering full and accurate information to the customer.
- Follows the agreed on guidelines, policies, processes, & procedures to ensure maintaining the customer’s data confidentiality
**Languages**:
Fluent German Speaker: level B2/C1
Basic use of MS Office packages
Effective written and verbal communication
**What Life at Transcom is like!**
Transcom Worldwide is one of the leading global customer experience companies, supplying local and global clients in multiple markets. With our global footprint and forward-leaning customer experience solutions, we serve our clients via different channels like voice, chat, social media, etc.
Country
Egypt
Location
Cairo
**What's in it for YOU!**
- Best salary in the market
- Transportation provided
- Medical and social insurance
- Location is in Smart village
**Join our Transcom Family as a Customer support representative!**
**Responsibilities**:
- Receive inbound calls and respond to customer requests to ensure customer satisfaction.
- Receive inquiries related to the time of delivery, delay, sending, disappearance of the package.
- Maintains the required knowledge level of the company’s products, services, & solutions and stick to the agreed on formal information sources to ensure delivering full and accurate information to the customer.
- Follows the agreed on guidelines, policies, processes, & procedures to ensure maintaining the customer’s data confidentiality
**Languages**:
Fluent German Speaker: level B2/C1
Basic use of MS Office packages
Effective written and verbal communication
**What Life at Transcom is like!**
Transcom Worldwide is one of the leading global customer experience companies, supplying local and global clients in multiple markets. With our global footprint and forward-leaning customer experience solutions, we serve our clients via different channels like voice, chat, social media, etc.
Country
Egypt
Location
Cairo
This advertiser has chosen not to accept applicants from your region.
2
Customer Service Agent
Cairo, Al Qahirah
RayaCX
Posted 17 days ago
Job Viewed
Job Description
, Permanent
Job Title: Customer Service Agent
Company: RayaCX
Location: Cairo, Egypt
Contract Details: Full-time, Permanent
RayaCX is a leading customer experience management company based in Cairo, Egypt. We are looking for a highly motivated and customer-oriented individual to join our team as a Customer Service Agent.
As a Customer Service Agent, you will be responsible for providing exceptional customer service to our clients. You will handle a variety of customer inquiries, complaints, and requests through various communication channels such as phone, email, and social media. Your main goal will be to ensure customer satisfaction and retention by providing timely and accurate responses and solutions.
Responsibilities:
- Respond to customer inquiries, complaints, and requests in a timely and professional manner
- Provide accurate information about products, services, and company policies
- Identify and escalate priority issues to the appropriate department
- Maintain a high level of customer satisfaction and retention
- Keep records of customer interactions and transactions
- Follow up with customers to ensure their issues are resolved
- Collaborate with team members to improve customer service processes
- Meet or exceed performance targets and goals
- Continuously seek ways to improve the customer experience
Requirements:
- Proven customer service experience
- Excellent communication skills, both verbal and written
- Ability to handle stressful situations with patience and professionalism
- Strong problem-solving and decision-making skills
- Good time management and organizational skills
- Proficient in Microsoft Office and customer service software
- Fluent in English and Arabic
- Availability to work flexible hours, including weekends and holidays
- Previous experience in a call center or customer service role is a plus
We Offer:
- Competitive salary and benefits package
- Opportunities for career growth and development
- A positive and dynamic work environment
- Comprehensive training and support
- Employee discounts and perks
If you are passionate about providing exceptional customer service and have the required skills and experience, we would love to hear from you! Join our team at RayaCX and be a part of shaping the future of customer experience management in Egypt. Apply now!
This advertiser has chosen not to accept applicants from your region.
3
National customer Service Assistant
Cairo, Al Qahirah
Al-Futtaim
Posted today
Job Viewed
Job Description
Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A”rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.
By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.
**JOB PURPOSE**:
- Follow Cash Handling Procedures to ensure accuracy whilst dealing with transactions.
- Utilize information from Exchange & Refund System to detect and act upon or report to management regarding product faults and sales-related issues Contribute to the Exchanges and Returns action plan and take ownership for allocated deliverables.
- Work in liaison with Department Management to identify solutions to resolve the root cause of customers' returns.
**KEY ACCOUNTABILITIES**:
- Prepare daily / weekly / monthly reports of transactions at the Exchange & Refund Desk for reconciliation purpose
- Work closely with Customer Service Department for Complaint Handling and Customer Feedback logging onto system.
- To communicate to customers the generous IKEA Refund Policy and explain all related details in a clear and informative manner.
- Handle all Exchange & Refund customer transactions accurately, efficiently and whilst providing highest standards of Customer Service.
- Ensure Exchange & Returns Desk is effectively equipped at all times with necessary documents and tools, always available to serve customers throughout the day.
- Gain knowledge on how to assemble IKEA products, to assist customers who have difficulties assembling products and exchange component parts when they are needed
QUALIFICATIONS
**Minimum Qualifications and Knowledge**:
Commerce/ Accounting background an advantage
**EXPERIENCE**
**Minimum Experience**:
2-3 years experience in handling till transaction
By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.
**JOB PURPOSE**:
- Follow Cash Handling Procedures to ensure accuracy whilst dealing with transactions.
- Utilize information from Exchange & Refund System to detect and act upon or report to management regarding product faults and sales-related issues Contribute to the Exchanges and Returns action plan and take ownership for allocated deliverables.
- Work in liaison with Department Management to identify solutions to resolve the root cause of customers' returns.
**KEY ACCOUNTABILITIES**:
- Prepare daily / weekly / monthly reports of transactions at the Exchange & Refund Desk for reconciliation purpose
- Work closely with Customer Service Department for Complaint Handling and Customer Feedback logging onto system.
- To communicate to customers the generous IKEA Refund Policy and explain all related details in a clear and informative manner.
- Handle all Exchange & Refund customer transactions accurately, efficiently and whilst providing highest standards of Customer Service.
- Ensure Exchange & Returns Desk is effectively equipped at all times with necessary documents and tools, always available to serve customers throughout the day.
- Gain knowledge on how to assemble IKEA products, to assist customers who have difficulties assembling products and exchange component parts when they are needed
QUALIFICATIONS
**Minimum Qualifications and Knowledge**:
Commerce/ Accounting background an advantage
**EXPERIENCE**
**Minimum Experience**:
2-3 years experience in handling till transaction
This advertiser has chosen not to accept applicants from your region.
4
Customer Service Representative - English
Cairo, Al Qahirah
Sutherland Egypt
Posted today
Job Viewed
Job Description
Sutherland (Cairo site) is hiring customer service representatives
- Highest Net salary in the market starts 12,100 Net + kpis + allowances)
- Fully Paid training + granted KPIs within training
- Granted KPIs for the first 3 months
- Medical and social insurance
- 9 working hours including 1-hour break/ 2 days off per week
- Transportation provided 24/7
- Bonus and incentive plan above an associate's salary
- 3,6 & 12 Months bonus
- *Fluency in English is a must*
- Flexibility with working night and overnight shifts is a must
Pay: E£12,000.00 - E£15,500.00 per month
Application Question(s):
- Previous Experience? EG: Company Name
- Nationality?
- Are you okay with working night and overnight shifts? Note: first shift starts at: 2PM while the last shift starts at 9PM (ends 6AM)
- Highest Net salary in the market starts 12,100 Net + kpis + allowances)
- Fully Paid training + granted KPIs within training
- Granted KPIs for the first 3 months
- Medical and social insurance
- 9 working hours including 1-hour break/ 2 days off per week
- Transportation provided 24/7
- Bonus and incentive plan above an associate's salary
- 3,6 & 12 Months bonus
- *Fluency in English is a must*
- Flexibility with working night and overnight shifts is a must
Pay: E£12,000.00 - E£15,500.00 per month
Application Question(s):
- Previous Experience? EG: Company Name
- Nationality?
- Are you okay with working night and overnight shifts? Note: first shift starts at: 2PM while the last shift starts at 9PM (ends 6AM)
This advertiser has chosen not to accept applicants from your region.
5
CS Data Analyst, Customer Service
Cairo, Al Qahirah
Amazon
Posted 20 days ago
Job Viewed
Job Description
Description
The CS Data Analyst will support the rapid growth of Customer Service Org by developing business metrics, mining data to uncover consumer insights and business opportunity, and also partnering with internal stakeholders to drive the business. This role requires an individual with excellent understanding of SQL and query development, good business acumen and the ability to work with multiple teams and stakeholders. Successful candidate will be a self-starter comfortable with ambiguity, will have strong attention to detail, and will be comfortable working in fast-paced and dynamic environment.
Additional locations include: Amman-Jordan
Key job responsibilities
- Understanding data and using automated, tools to extract data from databases.
- Designing of queries and generation of reports, dashboards and maintenance of data integrity.
- Plan and execute multiple projects, collaborating cross functionally/geographically.
- Complete ad hoc data retrieval and analysis using relational databases, Excel and other data management systems to fetch raw data and analyze it to prepare insightful reports.
- Deep dive into the data to capture defects and surface improvement opportunities using visualization, charts and graphs.
- Support CS Operations during large scale feature, product and business launches.
- Data collection and entry as needed. Data mining and problem solving.
- Timely communication with team and Stakeholders on progress updates.
About the team
Amazon's mission is to be Earth's most customer-centric company. We work towards a single goal: which is to ensure the best experience for our customers. To achieve this, Amazon Middle East Customer Service (CS) is looking for a Data Analyst who analyzes Customer Service (CS) operational data to identify trends and deliver actionable insights. This role creates performance reports, identifies customer pain points through data analysis, and recommends solutions to improve customer experience. The analyst works closely with CS teams to implement data-driven improvements.
Basic Qualifications
- Strong mathematical skills to help collect, measure, organize and analyze data.
- Strong Analytical and logical thinking to decode issues with data.
- Experience defining requirements and using data and metrics to generate business insights.
- Technical skills - Advanced proficiency in SQL/ETL, Microsoft Excel, and statistical analysis tools and techniques.-Experience with data visualization using QuickSight, Tableau, or similar tools.
- Strong Analytical skills - has ability to start from ambiguous problem statements, identify and access relevant data, make appropriate assumptions, perform insightful analysis and draw conclusion relevant to the business problem.
- Ability to present information professionally & concisely with supporting data.
- Ability to work effectively & independently in a fast-paced environment with tight deadlines.
- Excellent verbal and written communications skills are a must, as well as the ability to work effectively with multiple teams and stakeholders.
Preferred Qualifications
- Bachelor's degree in Engineering, Mathematics, Statistics or similar quantitative discipline
- 2-3 years in relevant experience as Business Analyst or equivalent
- Background in e-commerce, retail, telecommunications, customer operations
- Awareness and experience of automating workflows and mechanisms
- SQL and analytical tools and techniques
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
The CS Data Analyst will support the rapid growth of Customer Service Org by developing business metrics, mining data to uncover consumer insights and business opportunity, and also partnering with internal stakeholders to drive the business. This role requires an individual with excellent understanding of SQL and query development, good business acumen and the ability to work with multiple teams and stakeholders. Successful candidate will be a self-starter comfortable with ambiguity, will have strong attention to detail, and will be comfortable working in fast-paced and dynamic environment.
Additional locations include: Amman-Jordan
Key job responsibilities
- Understanding data and using automated, tools to extract data from databases.
- Designing of queries and generation of reports, dashboards and maintenance of data integrity.
- Plan and execute multiple projects, collaborating cross functionally/geographically.
- Complete ad hoc data retrieval and analysis using relational databases, Excel and other data management systems to fetch raw data and analyze it to prepare insightful reports.
- Deep dive into the data to capture defects and surface improvement opportunities using visualization, charts and graphs.
- Support CS Operations during large scale feature, product and business launches.
- Data collection and entry as needed. Data mining and problem solving.
- Timely communication with team and Stakeholders on progress updates.
About the team
Amazon's mission is to be Earth's most customer-centric company. We work towards a single goal: which is to ensure the best experience for our customers. To achieve this, Amazon Middle East Customer Service (CS) is looking for a Data Analyst who analyzes Customer Service (CS) operational data to identify trends and deliver actionable insights. This role creates performance reports, identifies customer pain points through data analysis, and recommends solutions to improve customer experience. The analyst works closely with CS teams to implement data-driven improvements.
Basic Qualifications
- Strong mathematical skills to help collect, measure, organize and analyze data.
- Strong Analytical and logical thinking to decode issues with data.
- Experience defining requirements and using data and metrics to generate business insights.
- Technical skills - Advanced proficiency in SQL/ETL, Microsoft Excel, and statistical analysis tools and techniques.-Experience with data visualization using QuickSight, Tableau, or similar tools.
- Strong Analytical skills - has ability to start from ambiguous problem statements, identify and access relevant data, make appropriate assumptions, perform insightful analysis and draw conclusion relevant to the business problem.
- Ability to present information professionally & concisely with supporting data.
- Ability to work effectively & independently in a fast-paced environment with tight deadlines.
- Excellent verbal and written communications skills are a must, as well as the ability to work effectively with multiple teams and stakeholders.
Preferred Qualifications
- Bachelor's degree in Engineering, Mathematics, Statistics or similar quantitative discipline
- 2-3 years in relevant experience as Business Analyst or equivalent
- Background in e-commerce, retail, telecommunications, customer operations
- Awareness and experience of automating workflows and mechanisms
- SQL and analytical tools and techniques
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
This advertiser has chosen not to accept applicants from your region.
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6
Customer Service Representative - Premium Usa
Cairo, Al Qahirah
Sutherland Egypt
Posted today
Job Viewed
Job Description
Sutherland (Cairo site) is hiring customer service representatives
- Highest Net salary in the market starts 12,100 Net + kpis + allowances)
- Fully Paid training + granted KPIs within training
- Granted KPIs for the first 3 months
- Medical and social insurance
- 9 working hours including 1-hour break/ 2 days off per week
- Transportation provided 24/7
- Bonus and incentive plan above an associate's salary
- 3,6 & 12 Months bonus
- *Fluency in English is a must*
- Flexibility with working night and overnight shifts is a must
Pay: E£12,000.00 - E£15,500.00 per month
Application Question(s):
- Previous Experience? EG: Company Name
- Are you okay with working night and overnight shifts?
- Nationality?
- Highest Net salary in the market starts 12,100 Net + kpis + allowances)
- Fully Paid training + granted KPIs within training
- Granted KPIs for the first 3 months
- Medical and social insurance
- 9 working hours including 1-hour break/ 2 days off per week
- Transportation provided 24/7
- Bonus and incentive plan above an associate's salary
- 3,6 & 12 Months bonus
- *Fluency in English is a must*
- Flexibility with working night and overnight shifts is a must
Pay: E£12,000.00 - E£15,500.00 per month
Application Question(s):
- Previous Experience? EG: Company Name
- Are you okay with working night and overnight shifts?
- Nationality?
This advertiser has chosen not to accept applicants from your region.
7
Amazon Business Customer Service Associate - German Speaker
Cairo, Al Qahirah
Amazon
Posted today
Job Viewed
Job Description
Description
**ABCS: German Customer Service Associate**
Our mission at Amazon is to be Earth's most customer-centric company, and our Amazon Business Customer Service team plays a vital role in supporting our registered business customers. Here, you'll be part of a specialized team that understands the unique needs of business customers. We encourage you to bring your professional expertise and solution-oriented mindset to every interaction, helping businesses maximize their Amazon experience and operate more efficiently.
**What will you do as an Amazon Business CS Associate?**
You'll be the first point of contact for our registered business customers, providing specialized support that helps their businesses run smoothly with Amazon. In this role, you will:
+ Guide business customers through
**ABCS: German Customer Service Associate**
Our mission at Amazon is to be Earth's most customer-centric company, and our Amazon Business Customer Service team plays a vital role in supporting our registered business customers. Here, you'll be part of a specialized team that understands the unique needs of business customers. We encourage you to bring your professional expertise and solution-oriented mindset to every interaction, helping businesses maximize their Amazon experience and operate more efficiently.
**What will you do as an Amazon Business CS Associate?**
You'll be the first point of contact for our registered business customers, providing specialized support that helps their businesses run smoothly with Amazon. In this role, you will:
+ Guide business customers through
This advertiser has chosen not to accept applicants from your region.
8
Sr. Customer Service Specialist DE, Digital, Device, and Alexa Support (D2AS) Executive Customer...
Cairo, Al Qahirah
Amazon
Posted 12 days ago
Job Viewed
Job Description
Description
We are Amazon's Tech Support Executive Customer Relations group and work on behalf of Senior Leaders to resolve complex customer problems and prevent similar issues from happening again, owning Digital, Device & Alexa executive customer escalations globally.
The Senior ECR Specialist is a key point of contact for relevant business and development teams, and will support them on resolution of executive escalations they own, but require CS support.
Language skills are especially important, as this person will create succinct write-ups in a narrative style format for senior leaders. The successful candidate must also have the ability to research complex use cases that involves multiple customer contacts and determining the root cause(s) for the issue.
The core functions of the Senior ECR Specialist include:
- Resolve Customer Trust Escalations related to Amazon Brand, data regulation, or privacy concerns, driving tech investigation to identify root cause and restoring the customer's trust in devices
- Support the managers on the day to day VP Inquiries owning the investigation of an escalation from start to end, including preparing the final responses to senior leaders, following the narrative style format
- Dive deep into customer problems, building the entire history of customer contacts, to determine root cause
- Contact the customer directly to gather data for root cause analysis, troubleshooting, and close the case for the customer
- Conduct data queries and general data analytics related to escalations the team is handling
- Manage process improvement initiatives, including the scoping and implementation of projects stemming from escalations
- Effectively communicate with both internal and external customers by adjusting your communication style to your audience
- Create and document new processes to efficiently handle escalations and ensure that the D2AS Escalations Domain in KC is up to date
- Serves as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, and adherence to company policies and a commitment to excellent customer service
- Successfully completes approved special projects as assigned
Basic Qualifications
- Fluency in Arabic, English and German (spoken and written)
- Must be in good standing
- Experience with MS Office and CSC customer service tool set
- Bachelor's degree or 2 years Amazon Experience
- Experience interpreting and communicating analytics
- Experience communicating technical concepts to a non-technical audience
- Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment
- Illustrate communicating and/or presenting to Sr. Leaders or other stakeholders
- Demonstrates flexibility in work hours based on scheduling needs and customer demands
- A minimum of six months of experience handling customer escalated contacts such as D2AS Advanced Technician, DART (Resolution Specialist), Social Media, ECR or Search & Rescue.
Preferred Qualifications
- Experience utilizing Heartbeat and Tableau
- Proficiency in other languages
- Proficient project management skills (communication, planning, documentation) and the proven ability to identify opportunities, and drive them to completion (kaizen, six sigma, project management methods).
- Knowledge of project management tools like SIM.
- HTML skills for creation of departmental and interdepartmental documentation and communication.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
We are Amazon's Tech Support Executive Customer Relations group and work on behalf of Senior Leaders to resolve complex customer problems and prevent similar issues from happening again, owning Digital, Device & Alexa executive customer escalations globally.
The Senior ECR Specialist is a key point of contact for relevant business and development teams, and will support them on resolution of executive escalations they own, but require CS support.
Language skills are especially important, as this person will create succinct write-ups in a narrative style format for senior leaders. The successful candidate must also have the ability to research complex use cases that involves multiple customer contacts and determining the root cause(s) for the issue.
The core functions of the Senior ECR Specialist include:
- Resolve Customer Trust Escalations related to Amazon Brand, data regulation, or privacy concerns, driving tech investigation to identify root cause and restoring the customer's trust in devices
- Support the managers on the day to day VP Inquiries owning the investigation of an escalation from start to end, including preparing the final responses to senior leaders, following the narrative style format
- Dive deep into customer problems, building the entire history of customer contacts, to determine root cause
- Contact the customer directly to gather data for root cause analysis, troubleshooting, and close the case for the customer
- Conduct data queries and general data analytics related to escalations the team is handling
- Manage process improvement initiatives, including the scoping and implementation of projects stemming from escalations
- Effectively communicate with both internal and external customers by adjusting your communication style to your audience
- Create and document new processes to efficiently handle escalations and ensure that the D2AS Escalations Domain in KC is up to date
- Serves as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, and adherence to company policies and a commitment to excellent customer service
- Successfully completes approved special projects as assigned
Basic Qualifications
- Fluency in Arabic, English and German (spoken and written)
- Must be in good standing
- Experience with MS Office and CSC customer service tool set
- Bachelor's degree or 2 years Amazon Experience
- Experience interpreting and communicating analytics
- Experience communicating technical concepts to a non-technical audience
- Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment
- Illustrate communicating and/or presenting to Sr. Leaders or other stakeholders
- Demonstrates flexibility in work hours based on scheduling needs and customer demands
- A minimum of six months of experience handling customer escalated contacts such as D2AS Advanced Technician, DART (Resolution Specialist), Social Media, ECR or Search & Rescue.
Preferred Qualifications
- Experience utilizing Heartbeat and Tableau
- Proficiency in other languages
- Proficient project management skills (communication, planning, documentation) and the proven ability to identify opportunities, and drive them to completion (kaizen, six sigma, project management methods).
- Knowledge of project management tools like SIM.
- HTML skills for creation of departmental and interdepartmental documentation and communication.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
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