Chat Support Agent

On-site chat support agent at RayaCX in 6th of October City: answer customer chats, resolve issues and follow up for clients across industries. Fluent English; shift-based, including some weekends.

• Be the first point of contact for customers over chat
• Answer inquiries with accurate, complete information using the tools provided
• Find the cause of each issue, explain the best solution and follow up until it is resolved
• Build rapport with customers to raise satisfaction and loyalty
• Meet KPIs such as response time, resolution time and customer satisfaction
• Log every interaction, action taken and outcome in the system
• Escalate issues to the team when needed
• Join training sessions and team meetings to keep up with products and services

• Fluent written and spoken English; other languages are a plus
• Customer support experience preferred, especially chat support
• Comfortable on a computer and switching between several applications
• Clear, professional writing
• Proactive, customer-focused problem solver
• Able to handle several chats at once
• Willing to work shifts, including some weekends and holidays
• Able to work on-site in 6th of October City

RAYA Customer Experience (RayaCX) provides BPO and customer experience services for Fortune 1000 companies across North America, Europe, the Middle East and Africa. Since 2001 it has run contact centers in Egypt, including Cairo, 6th of October City, Alexandria, Assiut and Hurghada, with English, Arabic and multilingual teams. These roles are on-site.