Customer Service Representative

Who we are:

At InteLogix, we are passionate about empowering individuals and organizations to achieve their full potential. As a trusted leader in our industry, we are committed to providing innovative solutions and exceptional services that make a positive impact. We believe in the power of teamwork, integrity, and commitment to excellence. 

Join us at InteLogix and be part of a dynamic organization that strives to create a brighter future, one where our collective efforts shape and empower the world around us. Together, we can make a difference.

What’s the Role About?

If you like to solve problems and interact with people around the Globe, this is the career for you!

In this role, you will be a creative problem solver, results oriented, and empathetic customer partner that connects, navigates, influences, and provides solutions.

• Are you energetic, enthusiastic with an engaging personality?
• Are you driven to deliver effective results while providing excellent customer service?
• Do you have extraordinary communication skills?

What’s it in for YOU?

• Paid Training
• Medical Insurance
• Life Insurance
• Transportation
• Paid Time Off (vacation)
• Opportunities for career growth

InteLogix is hiring full-time Customer Service Representatives for our on-site team in New Cario, Egypt, to support a leading U.S. education retail client that runs campus stores and online course-material programs. You'll help the client's customers, including students, faculty and online shoppers, by phone, email and chat with questions about course materials, orders, shipping, returns and their accounts, resolving each contact or escalating it with clear documentation.

Responsibilities

• Answer inbound calls from the client's customers and respond to their emails and chats
• Help customers with course materials and digital access programs, including access codes, enrollment and opt-in or opt-out questions
• Check order status, process cancellations and resolve web order exceptions
• Guide customers through website, account and checkout questions
• Handle returns and refunds, shipping questions and general product questions
• Share store hours, locations and program information
• Calm frustrated customers and resolve their concerns on first contact wherever possible
• Document every contact accurately in the client's ticketing system, and resolve it or escalate it with complete notes
• Stay current on the client's products, programs and policies, and keep pace during peak periods at the start of each academic term
• Meet quality, productivity and response-time targets, and take part in coaching and ongoing training
  

Qualifications

• Secondary school certificate or equivalent
• Excellent spoken and written English (B2 level or higher)
• At least 6 months of customer service experience; call center or international customer care experience preferred
• Clear, friendly and accurate written communication for email and chat; experience handling multiple chats at once preferred
• Proficient with Microsoft Office and comfortable navigating several systems at once while talking with a customer; experience with Zendesk or another ticketing system preferred
• Strong typing skills with the ability to document interactions accurately in real time
• Patient, problem-solving approach to orders, returns and refunds; experience handling orders, returns, refunds or billing, or eCommerce, retail or education support experience, preferred
• Able to work on-site in shifts within the support center's operating hours (Cairo time): Monday–Friday 1:00 PM–1:00 AM and Saturday 4:00 PM–10:00 PM, including late nights, U.S. holidays and peak-season overtime
• Able to start on the scheduled class date and complete paid new-hire training