Senior Customer Service Officer

We're hiring Pricing Analyst – CX & BPO Role Overview The Pricing Expert builds end-to-end cost models and commercial proposals for global CX and BPO deals. This role translates client RFP/RFI requirements into winning, profitable pricing strategies using contact center operational knowledge and AI tools to work fast and efficiently underbid deadlines. Key Responsibilities: Pricing & Cost Modeling Build bottom-up models: FTEs, shrinkage, attrition, ramp, AHT, and support ratios (WFM, QA, Training, Team Leads). Design commercial models: Per Hour, Per FTE, Per Transaction, or Outcome-based. Run scenario modeling (volumes, language mix, onshore/nearshore/offshore) to meet target margins. Flag margin risks and present actionable recommendations to finance leadership. RFP/RFI & Bid Execution Translate client requirements (SLAs, volumes, hours, channels) into cost inputs. Use AI tools (ChatGPT, Claude, Copilot) to quickly parse, summarize, and translate RFP documents. Lead pricing sections for proposals alongside Sales, Solutions, and Operations. Operational Governance Challenge operational assumptions (AHT, occupancy, training duration) to keep bids realistic and competitive. Maintain benchmark data to sanity-check all pricing models. Upgrade pricing templates and automate repetitive modeling tasks. Prepare approval decks and support client negotiations with real-time what-if analyses. Requirements: Experience: 2+ years in pricing, commercial finance, or solutioning within the CX/BPO industry. Domain Knowledge: Deep understanding of contact center cost drivers and operational metrics. Technical: Advanced Excel skills (financial modeling, scenarios). AI Tools: Hands-on experience using generative AI for fast document analysis and translation. Education: Bachelor’s degree in finance, Business, or a related field (preferred). Soft Skills: Fluent English, autonomous, high attention to detail, and able to deliver under tight deadlines. Show more

Company Description TP Group, formerly known as Teleperformance, is a global leader in digital business services with nearly 47 years of experience in customer experience management. In response to the AI era, the company has evolved to become more agile, modern, and technology-driven while maintaining a strong focus on empathy and human connection. TP combines intelligent solutions with skilled teams to support clients across multiple industries and channels. The organization is committed to innovation, career growth, and a supportive work environment for its employees. TP continues to be future-focused, offering opportunities to work with global brands and cutting-edge tools. Role Description This is a full-time, on-site English Customer Support Representative role located in Cairo, Egypt, open to both graduates and individuals who did not complete their degree. The role involves handling inbound and outbound customer interactions in English via phone, email, or chat, and providing accurate information about products, services, and policies. Daily responsibilities include resolving customer inquiries, troubleshooting issues, documenting cases, and following up to ensure resolution and customer satisfaction. The representative will adhere to company procedures, meet performance targets, and maintain a professional and courteous tone in all communications. The role also includes collaborating with team members and supervisors to escalate complex issues and continuously improve service quality. Qualifications Candidates should possess strong Customer Support and Customer Service skills to manage inquiries and deliver helpful, courteous assistance. Candidates should possess solid Customer Satisfaction focus to ensure positive outcomes and foster long-term loyalty. Candidates should possess excellent Communication skills in English, both written and spoken, to interact clearly and professionally with customers. Candidates should possess effective Troubleshooting abilities to identify issues, analyze root causes, and guide customers to appropriate solutions. Ability to work on-site in Cairo, Egypt, with flexibility for shift-based schedules. Basic computer literacy and familiarity with CRM or ticketing systems are beneficial. Previous experience in a contact center or customer-facing role is an advantage but not mandatory. Strong problem-solving mindset, patience, and resilience under pressure. Willingness to learn, adapt to new tools and processes, and work collaboratively in a diverse team environment. Show more

Teleperformance is Hiring | Customer Service Representative Teleperformance is currently hiring Customer Service Representatives to join our team and be part of a professional and dynamic work environment. Job Details: * Position: Customer Service Representative * English Level: B2–C1 * Eligibility: Graduates * Location: City Walk * Working Hours: Rotational Shifts * Training: 2 Months * Training Payment: Paid Training Compensation & Benefits: * Net Salary: EGP 19,500 including €100 KPIs * Quarterly Bonus: €195 * Commission: Up to $250 * Overtime: EGP 90 per hour * Salary Increase: Every 6 months * Paid Training * Career Growth Opportunities * Professional & Supportive Work Environment Requirements: * Fluency in English with a B2–C1 level * Graduates * Excellent communication and interpersonal skills * Customer-oriented mindset * Ability to work on rotational shifts * Good problem-solving and multitasking skills Show more

The Russian Quality Specialist (Call Center) is a full-time, on-site role based in Nasr ciry, Egypt. This role focuses on monitoring and evaluating Russian-language call center interactions to ensure adherence to quality standards, customer experience guidelines, and operational procedures. The specialist will conduct call audits, review recorded interactions, and provide structured feedback and coaching to call center team members. Daily tasks include preparing quality reports, identifying performance trends, recommending process improvements, and collaborating with supervisors and trainers to enhance service quality. The role also involves ensuring compliance with client requirements, documenting findings accurately, and contributing to continuous improvement initiatives. Qualifications : Candidates should possess strong Quality Control and Quality Assurance skills to review, assess, and improve call handling performance. Candidates should possess excellent Communication skills (written and verbal) to deliver clear feedback, collaborate with teams, and interact with stakeholders. Fluency in Russian and good command of English Previous experience in call center quality, customer service, or BPO environments . Strong attention to detail, ability to work with KPIs, and familiarity with call monitoring tools and reporting systems. bachelor’s degree Show more