{"id":3677411,"url":"https://alion.io/job/waffarha-customer-service-agent","title":"Customer Service Agent","company":{"id":3905039,"name":"Waffarha","domain":"waffarha.com","url":"https://alion.io/company/waffarha-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cairo, Egypt"],"countries":["EG"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":12000,"max":15000,"currency":"EGP","period":"month","gross":true,"usd_annual":3276},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-11-03T11:39:00Z","employer_posted_date":null,"last_verified_at":"2026-11-03T11:39:00Z","board_verified":false,"closed_at":null,"days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"Position Overview\nThe 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.\n\nCompensation & Benefits\nTotal Earning Potential: Up to EGP 15,000/month\nBase Monthly Salary: EGP 12,000\n\nKPI Bonus: Avg. EGP 2,000–3,000/month based on performance (up to 20%)\n\nInsurance & Protection\nSocial Insurance\n\nMedical & Life Insurance\n\nPerks & Growth\nWaffarha Employee Discounts\n\nOccasional Grants & Employee Benefits\n\nCareer Growth Opportunities — be part of a fast-growing company expanding across the MENA region\n\nWork Schedule\nShifts rotate within: 8:00 AM – 11:00 PM (males) / 8:00 AM – 9:00 PM (females)\n\nShift Length: 9 hours per shift (9 hours — 1 hour break)\n\nDays Off: 2 rotational days off per week\n\nChat Support Track: Hybrid — flexible scheduling within shift windows\n\nResponsibilities\nRespond promptly and professionally to customer inquiries via chat, ensuring a positive and helpful experience.\n\nResolve customer issues and complaints efficiently, escalating complex cases to the appropriate departments when necessary.\n\nMaintain up-to-date knowledge of Waffarha.com’s products, services, deals, and promotions to provide accurate information.\n\nDocument customer interactions and feedback accurately in the system for future reference and quality assurance.\n\nCollaborate with team members and other departments to ensure seamless customer support and issue resolution.\n\nMeet or exceed individual and team performance targets, including response time, resolution rate, and customer satisfaction scores.\n\nIdentify recurring customer issues and suggest process improvements to enhance service quality.\n\nAdhere to company policies, procedures, and confidentiality standards at all times.\n\nParticipate in ongoing training sessions to stay updated on best practices and new features.\n\nAssist in onboarding and mentoring new team members as needed.\n\nRequirements\nRequirements\nBachelor's degree in any relevant field\n\n1-3 Year of Call Center experience.\n\nVery Good English Language (B2)\n\nVery good PC skills (Microsoft Office: Word, Excel & Power Point).\n\nAge: 23 to 27\n\nAbility to multi-task, priorities & manage time effectively.\n\nStrong phone and verbal communication skills.\n\nCustomer focus and adaptability to different situations.\n\nAbility to work under pressure & meet deadlines.\n\nTop 3 KPIs for Success\n1- First Contact Resolution (FCR)\n2- CSAT (Customer Satisfaction Score)\n3- Average Handle Time (AHT)","description_format":"text","description_chars":2853,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Coupons, Deals & Cashbacks"],"lifecycle":[{"event":"open","at":"2026-11-03T11:39:00Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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