Engagement Services Expert (French Speaker)

SummaryLocation: Cairo, EgyptStep into a role where your empathy, problem-solving mindset, and communication skills truly make a difference. As the first point of contact for employees, managers, and the P&O community, you’ll be instrumental in shaping a positive customer experience. You’ll proactively resolve queries, support transformation initiatives, and drive continuous improvement through data insights and knowledge sharing—all while being part of a collaborative team that values innovation and service excellence.About The RoleKey ResponsibilitiesDeliver rapid, accurate support for all P&O-related queries with empathy and professionalismOwn end-to-end case management, serving as the first and final contact for customersAct as a consulting partner for P&O processes and system-related inquiriesEnhance work instructions based on quality assurance findings and process updatesMaintain and contribute to the Knowledge Repository for supported countriesMonitor feedback and surveys to drive continuous improvement in customer satisfactionSupport transformation and technology initiatives in collaboration with local P&O teamsEssential RequirementsBachelor’s degree in Human Resources, Business Administration, or a related fieldMinimum of 2 years’ experience in HR services or customer support roles within service-driven organizationsExcellent verbal and written communication skills in French & Arabic; fluency in French is mandatoryFamiliarity with ticketing and case management systems for query resolutionAbility to meet shift requirements aligned with supported country operationsDesirable RequirementsProficiency in Microsoft Office; advanced Excel skills are a strong advantageAbility to collaborate effectively across time zones and virtual environmentsWhy Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-cultureJoin our Novartis Network: Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/networkBenefits and Rewards: Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards