وظائف خدمة العملاء

Provides accurate, efficient and quality services that exceeds customers’ expectations Adheres to escalation procedures of handling customer complaints at all times Maintains a high degree of responsibility towards customer confidentiality Handles warranty and out of warranty customers through informing them with their rights and duties Performs other related duties To provide accurate, efficient and quality services that exceeds customers’ expectations Impacts on the revenue and profits of the company and customer satisfaction Affects cost of repair which has direct impact on maintenance revenue

الهدف من الوظيفة: الرد على مكالمات واستفسارات العملاء عبر الهاتف، إلى جانب إدارة ومتابعة الرسائل والتعليقات الواردة على منصات التواصل الاجتماعي (فيسبوك، إنستجرام، واتساب)، وتوفير تفاصيل الأسعار والعروض، ومتابعة حجز طلبات الشراء والصيانة. المهام والمسؤوليات الرئيسية: استقبال المكالمات الهاتفية والرد على رسائل وتعليقات العملاء على منصات التواصل الاجتماعي (Facebook, Instagram, WhatsApp) بأسلوب احترافي وسريع. توفير المعلومات الدقيقة للعملاء بشأن أسعار الهواتف، الإكسسوارات، والعروض المتاحة، وخدمات الصيانة. استقبال وتأكيد طلبات الشراء عبر الإنترنت والهاتف، وتوجيهها للفرع المناسب أو قسم التوصيل. متابعة استفسارات العملاء الخاصة بحالة أجهزة الصيانة والتنسيق مع الفروع لتزويدهم بالتحديثات. التعامل مع شكاوى العملاء واستفساراتهم بمرونة وفاعلية، والعمل على حلها أو تصعيدها للجهة المختصة. تسجيل وتحديث بيانات المكالمات والرسائل على نظام إدارة علاقات العملاء (CRM System). المتطلبات والشروط: المؤهل الدراسي: مؤهل عالٍ مناسب. الخبرة: خبرة سابقة من 6 أشهر إلى سنتين في مجال الكول سنتر أو خدمة عملاء السوشيال ميديا (يُفضل في مجالات الموبايلات أو الإلكترونيات). الكتابة والتواصل: إجادة التعبير والكتابة الصحيحة باللغة العربية بدون أخطاء إملائية، مع نطق سليم ولباقة في التواصل الهاتفي. المهارات التكنولوجية: إجادة التعامل مع منصات التواصل الاجتماعي وبرامج المحادثات، والقدرة على استخدام الحاسب الآلي وإدخال البيانات بسرعة. المهارات الشخصية: الصبر، القدرة على امتصاص غضب العملاء، والعمل بروح الفريق. المميزات والحوافز: راتب مجزٍ + حوافز ومكافآت شهرية مرتبطة بالأداء (KPIs). بيئة عمل مريحة ومحفزة. فرص حقيقية للترقي والتطور الوظيفي داخل الشركة.

Company Description Hexaware Technologies is a global technology and business process services company with over 31,600 team members across 58 offices in 28 countries. The company helps enterprises drive digital transformation at scale and speed, combining advanced technology with human-centered solutions. Hexaware is strongly people-focused, fostering diversity, inclusion, and continuous learning through structured development programs. The culture encourages innovation and collaboration, aiming to become the world’s most loved digital transformation partner. Hexaware invites individuals who are passionate about technology’s potential to positively impact lives and shape a better digital future. Role Description This full-time, on-site Customer Service Representative (French Speaker) role is based in Qesm El Maadi. The role involves handling inbound and outbound customer interactions in French and English via phone, email, and chat, ensuring timely and accurate responses. The Customer Service Representative will resolve inquiries, troubleshoot basic issues, and escalate complex cases when needed, while maintaining high standards of professionalism and empathy. Daily tasks include documenting interactions, updating customer records, following established processes and service-level agreements, and contributing to continuous improvement of customer experience. The role also requires close collaboration with team members and other departments to support customer satisfaction and service quality. Qualifications Strong customer-facing skills, including experience as a Customer Service Representative and in Customer Service. Ability to deliver high-quality Customer Support and maintain Customer Satisfaction. Focus on enhancing overall Customer Experience through clear communication and problem-solving. Fluency in French (spoken and written) and good command of English. Excellent verbal and written communication skills, with active listening and empathy. Ability to work on-site in Qesm El Maadi in a fast-paced, structured environment. Good computer literacy and familiarity with CRM or ticketing systems. Strong organizational skills, attention to detail, and reliability in following procedures. Previous experience in a contact center or customer service environment is an advantage. Relevant education or training in business, communication, or a related field is beneficial. Show more

Welcome and assist visitors in a professional and friendly manner. Handle customer inquiries regarding mall facilities, stores, restaurants, entertainment areas, promotions, events, and services. Provide accurate information about store locations, operating hours, parking, facilities, and other mall services. Receive and handle customer complaints and concerns professionally and ensure proper follow-up until resolution. Coordinate with relevant mall departments, security, maintenance, housekeeping, and tenant representatives to address customer requests. Maintain a high level of customer satisfaction and ensure that customer needs are handled promptly. Assist visitors with directions and provide information about different areas within the mall. Support mall events, campaigns, and promotional activities when required. Handle lost and found items according to the mall's procedures. Record customer complaints, inquiries, and feedback and prepare the required reports. Escalate serious or sensitive customer issues to the Customer Service Supervisor or relevant department. Follow all mall policies, procedures, health and safety guidelines, and customer service standards. Maintain a professional appearance and behavior at all times. Perform any other duties assigned by the Customer Service Supervisor or management.