Overview
Operations Coordinator – Customer Services Jobs in Cairo, Egypt at Pearl Pixels
Title: Operations Coordinator – Customer Services
Company: Pearl Pixels
Location: Cairo, Egypt
Location: Cairo, Egypt
Department: Customer Services
Report To: Project Manager
Employment Type: Full-Time, On-Site
Purpose of the Role
The operations Coordinator serves as the primary focal point for all customer service activities during the initial implementation phase. This role is responsible for bridging on-ground operations with the central project management team, ensuring seamless communication, timely execution, and consistent adherence to approved processes.
The successful candidate will play a pivotal role in establishing operational foundations, supporting campaign execution, and maintaining high service quality standards, positioning the team for future growth and expansion.
Key Responsibilities
- Customer Service Operations
- Handle inbound and outbound customer service calls professionally and in accordance with approved scripts.
- Support outbound calling activities and follow-up actions to ensure customer satisfaction and resolution.
- Maintain accurate and up-to-date records, tickets, and activity trackers at all times.
Coordination & Communication
- Coordinate daily with the project management team to align on priorities, updates, and pending matters.
- Provide clear and concise daily activity updates to the Project Manager.
- Serve as the primary focal point of contact during the initial implementation phase.
- Escalate pending, sensitive, or unresolved matters to the Project Manager promptly and accurately.
Campaign & Process Support
- Support the execution of customer service campaigns as required, following approved guidelines.
- Adhere strictly to approved scripts, standard operating procedures, and escalation protocols.
- Identify process gaps or operational challenges and report them proactively.
Required Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Minimum 3 years of experience in customer service, call center operations, or a coordination role.
- Strong computer literacy, including CRM systems, MS Office, and ticketing platforms.
- Demonstrated ability to follow structured processes and escalation frameworks.
- Prior experience working in a cross-border or multi-site team is an advantage.
Core & Technical Skills
- Strong verbal & written communication
- Professional telephone etiquette
- Time management & prioritization
- Attention to detail & accuracy
- Problem-solving & decision-making
- Cross-team collaboration & coordination
- Adaptability & initiative
- Advanced skills in Microsoft Office Suite, particularly Excel, PowerPoint, and Word.
Languages
- English: Professional (written and spoken).
- Arabic: Native or advanced proficiency is required.
