Customer Service II Retention Specialist (C1 - English)

We are seeking a Virtual Relationship Officer to join our dynamic team in the Retail Banking division. In this role, you will play a crucial part in managing customer relationships, ensuring timely updates, and adhering to governance standards. Your expertise will contribute to the overall success of our business, as you work closely with various teams to achieve our financial objectives and provide exceptional customer service. Show more

Company Overview Legacy & Scale: Global leader in digital business services with nearly 47 years of industry experience. Modern Focus: Combines cutting-edge AI and digital transformation tools with human empathy. Culture: Offers a dynamic, people-centered, and innovative environment focused on intelligent, future-ready customer experience solutions. Role Overview Position: Customer Service Representative – English Accounts Employment Type: Full-Time, On-Site Location: Cairo, Egypt Core Responsibilities Customer Interaction: Handle inbound and outbound calls and multi-channel customer communications in English. Issue Resolution: Address inquiries, resolve client issues, and provide accurate product and service information. Account Management: Manage account-related requests while maintaining high customer satisfaction levels. Process Adherence: Follow established scripts, guidelines, quality standards, and properly document interactions in internal systems. Escalations & Collaboration: Escalate complex cases when needed and work alongside team members and supervisors to refine service processes. Requirements & Qualifications Education Status: Open to Graduates or College Dropouts (Gap Year / Undergrads not accepted). Language Proficiency: Excellent spoken and written English at a B2 – C1 level (Upper-Intermediate to Advanced); additional languages are an advantage Communication Skills: Exceptional phone etiquette, active listening, and professional, courteous communication. Customer-Centric Mindset: Proven customer service skills with an empathetic, solution-oriented approach. Experience: Previous contact center, customer support, or account handling experience is preferred. Operational Fit: Comfortable working on-site in a fast-paced environment with defined shift schedules and performance targets. Show more

The Quality & Training team, made up of QA, AI QA, IT Support, WFM and Product Trainers, is responsible for service quality and operational efficiency. The Quality & Training Lead will lead these five functions as one team, using data analysis to identify and drive improvements in service quality and operations. We are looking for a leader who actively uses AI tools to take QA and training to the next level. Key Responsibilities 1. Team Leadership and Management Lead the Quality & Training team, covering QA, AI QA, IT Support, WFM and Product Trainers Set KPIs for each function, manage performance, and coach and develop team members Work closely with the Customer Service team leaders to resolve quality, training and operational issues together 2. Quality Assurance (QA) Framework Design and run QA standards, evaluation forms and calibration processes across multiple countries and languages Manage quality gaps across countries and channels and set a consistent customer experience standard Expand the use of AI QA (automated voice and text evaluation) and define how human and AI evaluation work together 3. Data Analysis and Improvement Analyze QA results, VOC, service KPIs (FCR, CSAT, AHT, etc.) and WFM data to find root causes of key issues Turn findings into process, training and system improvements, and manage them through to execution Report regularly to management and stakeholders with insights and improvement proposals 4. Training and Capability Building Design and run onboarding, refresher and product training programs with the Product Trainers Run targeted coaching and retraining programs linked to QA results 5. Operational Efficiency and System Support Oversee WFM operations (forecasting, staffing, scheduling) and drive efficiency gains Manage IT support for contact center systems and tools Use AI tools (generative AI, automation tools, etc.) to automate work and raise productivity Required Qualifications 5+ years of hands-on QA experience in a contact center or customer service organization 2+ years of leadership experience as a team leader or above, including performance management, coaching and people development Experience designing or improving QA standards and evaluation frameworks Proven track record of analyzing service and quality data to find root causes and drive actionable improvements Strong skills in data analysis tools such as Excel Practical experience using AI tools, such as generative AI, in daily work Business-level proficiency in Arabic and English (spoken and written) Preferred Qualifications Experience in multinational, multilingual or integrated contact center operations Experience implementing or running AI QA solutions (speech analytics, text analytics, automated evaluation) Experience directly managing one or more of WFM, Training or IT Support Proficiency in BI and data visualization tools such as SQL, Power BI or Tableau Experience leading AI-driven automation or process improvement projects Familiarity with contact center quality standards (COPC, ISO 18295) or improvement methods such as Six Sigma Core Competencies Leadership: Aligns diverse specialist functions (QA, AI QA, IT, WFM, Training) around shared goals Analytical thinking: Finds root causes in data and explains them with numbers Execution: Goes beyond analysis to implement improvements and measure their impact AI adoption: Learns new AI tools quickly and applies them to real work Communication: Communicates clearly with multinational service teams and senior management Show more

Company Description Xceed is a leading multilingual Business Process Outsourcing (BPO) provider in the EMEA region, operating more than 10,000 web-enabled multichannel stations. The company supports government and commercial clients in 10 languages through sites in Egypt, Morocco, Mauritius, UAE, and Saudi Arabia. Xceed delivers a wide range of services, including inbound and outbound support, back-office operations, infrastructure management, recruitment process outsourcing, helpdesk support, and social media analysis. The organization has received multiple regional and international awards for outsourcing excellence, customer experience, sustainability, CSR, and diversity, equity, and inclusion. Xceed also maintains globally recognized certifications in quality, security, business continuity, and occupational health and safety, reflecting a strong commitment to operational excellence and responsible business practices. Role Description The Customer Service Officer is a full-time, on-site role based in Cairo, Egypt. This role involves handling incoming customer inquiries through various channels, providing accurate information, and resolving issues in a timely and professional manner. The Customer Service Officer will document interactions, follow established procedures, and escalate complex cases when needed to ensure high-quality service. The role includes maintaining up-to-date knowledge of Xceed’s services, client-specific processes, and system tools, while adhering to performance, quality, and compliance standards. The Customer Service Officer is expected to contribute to continuous improvement initiatives and help enhance overall customer experience and satisfaction. Qualifications Candidates should possess strong Customer Service and Customer Support skills to handle inquiries, resolve issues, and provide consistent assistance. Candidates should possess organizational skills, including time management, attention to detail, and the ability to handle multiple conversations simultaneously. Ability to work in rotating shifts, including evenings, weekends, or holidays as needed, and to reliably commute to the Cairo site. Graduates only with a Bachelor's degree. Show more