C1 English Customer Support

Company OverviewLEO Trading Agency is a limited liability company that operates under a franchise model, specializing in trading agencies. Since partnering with Vodafone Egypt in July 2012, we have successfully owned and managed 31 Vodafone Express stores across the country. In addition to telecommunications retail, LEO Trading Agency is active in the Import & Export sector and offers Outsourcing & Recruitment services to a variety of clients.Key Responsibilities:Answer inbound and make outbound calls to assist customers with inquiries, complaints, and service requests.Provide clear and accurate information about products, services, policies, and procedures.Resolve customer issues effectively, utilizing troubleshooting skills and company resources.Ensure customer satisfaction through effective issue resolution and follow-up when necessary.Maintain accurate records of customer interactions, including inquiries, complaints, and actions taken.Achieve and exceed individual performance metrics such as call quality, response time, and customer satisfaction ratings.Upsell or cross-sell products/services when appropriate, based on customer needs.Collaborate with team members and supervisors to meet company goals.Stay up-to-date with product knowledge, procedures, and system updates.Handle escalations as necessary and route complex issues to higher-level support teams.Qualifications:Graduates Fluent in English (both written and spoken) with excellent communication skills.Previous experience in a call center or customer service environment is preferred.Strong problem-solving abilities with a customer-centric approach.Proficiency in computer systems and software, particularly CRM tools.Ability to multitask, prioritize, and handle high-volume calls.Positive attitude, empathy, and the ability to remain calm under pressure.Willingness to work flexible hours, including weekends and holidays if necessary.Benefits:Net salary:13500k Incentives & KPIs based on performance.Social & Life Insurance coverage.Medical insurance.