Fresh Blue-Collar Recruiter (Customer Service Experience)

Company Description Alorica is a global customer experience (CX) company that designs and delivers solutions to help brands build long-term customer relationships. As a full-service CX partner, Alorica combines strong performance, deep industry expertise, and advanced technology to drive measurable results. The company is known for challenging convention, focusing on integrity and authenticity, and fostering close client partnerships. With about 100,000 professionals in 17 countries, Alorica supports over 250 brands in more than 75 languages. Team members join a culture that values curiosity, creativity, connection, and commitment to excellent customer experiences. Role Description The Customer Service Representative (Airlines) is a full-time, on-site role based in Giza. This role involves handling inbound customer inquiries related to airline services, including reservations, ticket changes, flight information, baggage issues, and loyalty programs. The representative will assist customers via phone, chat, or email, resolving issues promptly, accurately, and in line with airline policies and Alorica’s quality standards. Daily responsibilities include documenting interactions, following established procedures, de-escalating challenging situations, and ensuring a positive customer experience. The role also requires collaborating with team leaders, meeting performance targets, and continuously updating knowledge of airline products, systems, and promotions. Qualifications Candidates should possess strong skills in customer service and customer support. Candidates should demonstrate an ability to enhance customer satisfaction and overall customer experience. Candidates should have experience working as customer service representatives in fast-paced environments. Candidates should be comfortable managing airline-related inquiries and resolving issues efficiently. Excellent spoken and written communication skills in English; additional languages are an advantage. Strong problem-solving abilities, patience, and professionalism when handling difficult situations. Ability to work on-site in Giza, adhere to shift schedules, and meet performance metrics. Basic computer literacy and proficiency with customer service systems or CRM tools. Previous experience in airlines, travel, or contact center operations is beneficial. High school diploma or equivalent; further education in business, tourism, or related fields is a plus. Show more

Who We Are VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation. As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability. We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal. #VOIS #BeUnrivalled #CreateTheFuture About This Role We are seeking an IT Service Desk Specialist to provide first-line service desk support for enterprise end users, supporting Vodafone Automotive and Global Catalogue users through a helpdesk-to-helpdesk support model. The role covers request management, incident management, authorisation management, service level management, relationship management, problem management and inventory-related support, while coordinating with internal teams, partners, affiliates and third-party suppliers to deliver timely, quality-focused resolutions. This role is based in Cairo and sits within the Enterprise function, supporting service desk operations for Vodafone Automotive, a Vodafone Group entity delivering automotive products and services to multinational customers and their end users. What You’ll Do Receive and manage requests and incidents through channels such as M2M, Remedy, VGECO, ServiceNow, email, phone and other integrated portals, with a strong focus on call-based support Acknowledge requests and incidents within agreed response times and ensure they are processed accurately in the relevant service support systems Support Vodafone Automotive users and Global Catalogue users by analysing issues, processing tickets and orders, and providing clear updates throughout the ticket lifecycle Take ownership of incidents, escalations, orders and tickets, including follow-up activities and liaison with partners until resolution Validate requests and incidents against agreed templates to ensure the information submitted to the next level of support is complete and accurate Liaise with internal and external partners, including OPAs, Service Managers and Account Managers, to support effective service delivery. Monitor agreed SLAs and proactively follow up with partners by email or phone to support timely resolution Provide Level 1 support and first-time resolution where possible, with Level 2 support and resolution where applicable Contribute to Incident Management, Knowledge Management, Quality Management and Problem Management processes. Create and maintain FAQ content, knowledge management materials and contact lists to improve service desk effectiveness. Authorise senders and callers against authorised contact lists using defined validation procedures, and report unauthorised communications to the correct authorised contacts. Submit requests to add, remove or update authorised contacts through the appropriate internal teams Contribute to service improvement initiatives that enhance the service desk operation and customer experience Who You Are You have experience working in a customer-facing support function, preferably within IT. You bring good technical and IT knowledge, with the ability to analyse customer issues and support practical resolutions. You have experience working in a multi-partner environment and can collaborate effectively with internal and external stakeholders You are confident using Microsoft Office applications and service support systems You communicate clearly in business-level German and English, both written and spoken You are organised, analytical and able to manage detailed issue investigation while maintaining a helpful and customer-focused approach You can work effectively in an international and virtual team environment You are comfortable working in dynamic, changing environments and can adapt your approach as business needs evolve Knowledge of ITIL processes or an ITIL v3 qualification would be an advantage Familiarity with Remedy or other support tools, shared service centre experience, Vodafone process knowledge, relevant qualifications or a general understanding of IoT would be beneficial Additional written and spoken language skills, especially Spanish, French, Italian or Hungarian, would be an advantage Not a perfect fit? Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best. What's In It For You An opportunity to support multinational Vodafone Automotive customers and enterprise end users in a global service environment Exposure to a broad service desk model covering incident management, request management, authorisation management, service level management, knowledge management and problem management The chance to collaborate with internal teams, partners, affiliates and third-party suppliers across a multi-partner support ecosystem Practical experience with service support tools and integrated customer support portals, including Remedy, VGECO, ServiceNow, M2M, email and phone-based support channels. A role that supports continuous service improvement and encourages contribution to improved service desk operations What Skills You Will Learn End-to-end incident, request, ticket and order lifecycle management within an enterprise service desk environment SLA monitoring, escalation follow-up and partner coordination across internal and external support teams. Knowledge management practices, including FAQ creation, support collateral maintenance and contact list management Authorisation management and validation procedures for approved contacts and support communications Practical application of ITIL-aligned service management processes, including incident, problem, quality and knowledge management Customer communication, issue analysis and first-time resolution techniques in a multilingual support environment VOIS Equal Opportunity Employer Commitment Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background. Join Us At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together. With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference. Alert Apply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud. #JDEnhancedByTARA Follow us on social media LinkedIn: VOIS on LinkedIn Facebook: VOIS on Facebook Instagram: VOIS on Instagram You can also chat with our employees to learn more about our projects: Chat with VOIS employees Show more

Who we are VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation. As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability. We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal. #VOIS #BeUnrivalled #CreateTheFuture About This Role To deliver 24/7 digital-first support to Vodafone customers by resolving technical, account management, and service-related queries for business travellers and company administrators across live chat and ticketing channels, ensuring fast resolution, high customer satisfaction, and adherence to defined SLAs. What you will do Respond promptly and professionally to customer queries across omni-channels including chat, email, and incident management Manage customer interactions with empathy and efficiency, ensuring quality standards are consistently met Identify and address secondary customer needs to enhance service value Collaborate with internal teams (2nd and 3rd Line support) to resolve issues within agreed service levels Adhere to established procedures and contribute to process improvements where applicable Who you are Fluent in English (C2 level) with strong written communication and fast typing skills Skilled in handling account management and technical queries in writing Emotionally intelligent with the ability to manage high-profile customers Proficient in MS Office and capable of working rotational morning and night shifts Committed to compliance and continuous self-development Not a Perfect Fit? Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best. What Skills You Will Learn Advanced customer engagement techniques across digital platforms Incident management and resolution in a multi-system environment Technical troubleshooting and account management Collaboration with cross-functional support teams Process improvement and service excellence strategies Follow us on social media and #StayConnected LinkedIn Facebook Instagram Chat with our employees Show more

What will you do? 1. Creating and preparing business reviews and presentations in coordination with the Reporting Senior Analyst. 2. Creating on-time reports, business scorecards and results management dashboards on periodical basis to support the decision making process both internally and externally. 3. Provide Process Control Reports including (Bond Factor, VSF Reports and Cluster Management Reports) 4. Calculating the required templates as per project requirements to measure performance metrics on Table-F. 5. Build Business Dashboards on Power BI. 6. Ability to query data through MySQL/ SQL server tool. 7. Use graphs, infographics and other methods to visualize data 8. Establish KPIs to measure the effectiveness of business decisions. Requirements: Call center experience is a must. Experienced MIS at least from 1 to 2 years of experience. Proficient in using Power BI Awareness of SQL. Show more