Customer Support Specialist (Escalations)

Customer Support Specialist (Escalations) role managing complex, high-priority customer cases from initial contact through final resolution. The position is on-site in Cairo and requires at least one year of customer-facing experience, C1/C2 English, and availability for rotating shifts, weekends, and public holidays.

• Manage complex, high-priority customer cases from initial contact to final resolution
• Serve as primary point of contact throughout the resolution process
• Investigate issues and make informed decisions within guidelines
• Handle sensitive customer situations with professionalism and empathy
• Negotiate and mediate resolutions balancing customer satisfaction and business objectives
• Communicate clearly across multiple channels
• Collaborate with cross-functional teams to resolve customer concerns
• Identify recurring issues and recommend process improvements

• Minimum 1 year in a call center, customer support, or similar customer-facing role
• Experience managing complex customer cases and escalations
• Excellent conflict resolution, negotiation, and problem-solving skills
• Strong written and verbal communication skills
• High School Diploma or equivalent
• Excellent English communication skills (C1/C2 proficiency)
• Strong computer literacy and ability to learn new systems
• Flexibility to work rotating shifts, weekends, and public holidays

Concentrix is one of the world's largest customer experience and BPO companies. In Egypt it runs contact centers in several cities, including Cairo, Alexandria, Asyut, Ismailia, Port Said and Luxor, hiring English and Arabic speakers for global clients. These roles are on-site.