Customer Service Specialist

Job Summary Own and supervise the end-to-end order fulfillment and customer operations, ensuring accurate order processing, timely delivery, effective customer communication, and high service levels, while managing all frontline operational and customer-facing operations.

Key Responsibilities

1.

Fulfillment & Order Operations Supervise daily order processing for B2B orders.

Supervise order confirmation to validate: Customer details o Product availability Delivery timelines & success Coordinate with logistics partners and internal fleet.

Manage fulfillment escalations and returns.

2.

Customer Service Operations (CS)

Handle the inquiries, complaints, and post-order support.

Monitor response time, resolution rate, and customer satisfaction.

Manage inbound and outbound communications: Website chat WhatsApp Call center Ensure proper routing between sales, and operations.

Maintain scripts and response standards.

Manage telesales activities: Upselling and cross-selling Recovering pending or dropped orders Ensure compliance with approved pricing and offers.

3.

Customer Onboarding & Verification Manage customer onboarding process for service centers: o Business registration verification Contact and address validation Credit and payment method setup (if applicable)

Ensure customers meet platform eligibility criteria.

Coordinate with B2B Sales on onboarding handover.

4.

Reporting & Process Improvement Track operational KPIs and prepare performance reports.

Identify operational gaps and recommend improvements.

Maintain SOPs for all operational workflows.

Support system automation and process optimization.

We are looking for a dedicated and enthusiastic Customer Service Specialist to join our team in Cairo, Egypt.

If you possess the following qualifications, we encourage you to apply:Experience: 1-3 years of experience in a customer service or support role.Customer Service Skills: Proven ability to provide exceptional Customer Service and Customer Support.Communication Skills: Excellent verbal and written communication skills.Problem-Solving Skills: Strong problem-solving and conflict-resolution skills.B2B Experience: Experience working with B2B clients is a plus.Customer Care: A passion for Customer Care and a commitment to customer satisfaction.Software Proficiency: Familiarity with CRM software and other customer service tools.Teamwork: Ability to work effectively in a team environment.