Customer Service Agent
First seen by Alion on Nov 3, 2026.
Position Overview
The Customer Service Representative is responsible for delivering exceptional customer support, resolving inquiries and issues efficiently, and ensuring a positive customer experience across all communication channels. This role acts as a key frontline representative of Waffarha, providing accurate and timely assistance, handling customer concerns professionally, and ensuring a smooth resolution process while capturing valuable customer insights to support continuous improvement across internal teams.
Compensation & Benefits
Total Earning Potential: Up to EGP 15,000/month
Base Monthly Salary: EGP 12,000
KPI Bonus: Avg. EGP 2,000–3,000/month based on performance (up to 20%)
Insurance & Protection
Social Insurance
Medical & Life Insurance
Perks & Growth
Waffarha Employee Discounts
Occasional Grants & Employee Benefits
Career Growth Opportunities — be part of a fast-growing company expanding across the MENA region
Work Schedule
Shifts rotate within: 8:00 AM – 11:00 PM (males) / 8:00 AM – 9:00 PM (females)
Shift Length: 9 hours per shift (9 hours — 1 hour break)
Days Off: 2 rotational days off per week
Chat Support Track: Hybrid — flexible scheduling within shift windows
Responsibilities
Respond promptly and professionally to customer inquiries via chat, ensuring a positive and helpful experience.
Resolve customer issues and complaints efficiently, escalating complex cases to the appropriate departments when necessary.
Maintain up-to-date knowledge of Waffarha.com’s products, services, deals, and promotions to provide accurate information.
Document customer interactions and feedback accurately in the system for future reference and quality assurance.
Collaborate with team members and other departments to ensure seamless customer support and issue resolution.
Meet or exceed individual and team performance targets, including response time, resolution rate, and customer satisfaction scores.
Identify recurring customer issues and suggest process improvements to enhance service quality.
Adhere to company policies, procedures, and confidentiality standards at all times.
Participate in ongoing training sessions to stay updated on best practices and new features.
Assist in onboarding and mentoring new team members as needed.
Requirements
Requirements
Bachelor's degree in any relevant field
1-3 Year of Call Center experience.
Very Good English Language (B2)
Very good PC skills (Microsoft Office: Word, Excel & Power Point).
Age: 23 to 27
Ability to multi-task, priorities & manage time effectively.
Strong phone and verbal communication skills.
Customer focus and adaptability to different situations.
Ability to work under pressure & meet deadlines.
Top 3 KPIs for Success
1- First Contact Resolution (FCR)
2- CSAT (Customer Satisfaction Score)
3- Average Handle Time (AHT)