Overview
Customer Service Specialist Jobs in Cairo, Egypt at ElTawkeel.com
Title: Customer Service Specialist
Company: ElTawkeel.com
Location: Cairo, Egypt
Department
Operations
Reports To
Head of Operations
Employment Type
Full-Time
Job Summary
The Customer Service Specialist is responsible for managing inbound customer inquiries via calls, chats, and website forms. The role focuses on lead qualification, customer education, expectation setting, and accurate CRM documentation to ensure seamless transition to the Sales team and adherence to company SLAs.
Key Responsibilities
· Respond to inbound leads within 1 hour.
· Confirm vehicle model, trim, specifications, budget, payment method, and timeline.
· Educate customers about models, financing options, and insurance.
· Accurately tag and update leads in CRM.
· Ensure smooth handover to Sales team.
· Log all interactions and escalate delays when necessary.
· Maintain SLA compliance and participate in performance reviews.
· Ensure high customer satisfaction and professional communication.
KPIs
· First Response Time
· Lead Qualification Accuracy
· Lead-to-Sales Conversion Rate
· SLA Adherence
· Customer Satisfaction (CSAT)
· Lead Drop-off Rate
Required Qualifications
· Bachelor’s degree in Business Administration or related field.
· Minimum 2+ years experience in Customer Service or Call Center roles.
· Automotive industry experience preferred.
· Experience using CRM systems.
· Strong communication skills.
Required Skills
· Strong interpersonal communication
· Active listening skills
· CRM tools familiarity.
· Problem-solving mindset
- · Ability to manage multiple leads under pressure
