We make digital 𝐡𝐮𝐦𝐚𝐧™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology &amp; Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another.

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Position Title: English Call Center AdvisorJob Overview:As an English Call Center Advisor, you will be responsible for providing exceptional customer service and support to English-speaking customers through inbound and outbound calls. You will handle inquiries, resolve issues, and assist customers with product or service-related questions, aiming to achieve high levels of customer satisfaction and retention. Your role involves effectively communicating with customers, documenting interactions, and following established procedures and protocols to ensure quality service delivery.Key Responsibilities:1. Customer Support: Handle inbound and outbound calls from English-speaking customers, providing assistance, information, and solutions to inquiries, requests, and concerns related to products, services, orders, billing, and technical issues.2. Issue Resolution: Listen attentively to customer concerns, troubleshoot problems, and resolve issues promptly and effectively, demonstrating empathy, patience, and professionalism in all interactions.3. Product Knowledge: Develop a comprehensive understanding of company products, services, features, and policies to provide accurate information and guidance to customers.4. Communication: Communicate clearly and concisely with customers in English, using active listening and effective questioning techniques to gather information, clarify issues, and ensure understanding.5. Documentation: Accurately document customer interactions, inquiries, and resolutions in the call center system or customer relationship management (CRM) software, maintaining detailed records for reference and follow-up.6. Adherence to Procedures: Follow established call center procedures, scripts, and protocols for handling calls, escalating issues, and managing customer interactions in compliance with company policies and standards.7. Quality Assurance: Maintain high standards of service quality and professionalism in all customer interactions, adhering to performance metrics, service level agreements (SLAs), and quality assurance guidelines.8. Continuous Improvement: Identify opportunities for process improvement, efficiency enhancements, and service optimization within the call center environment, contributing ideas and feedback to support continuous improvement initiatives.9. Team Collaboration: Collaborate with colleagues, supervisors, and other departments to address customer issues, share knowledge, and contribute to a positive team environment focused on achieving common goals.10. Customer Satisfaction: Strive to exceed customer expectations, build rapport and trust with customers, and ensure a positive customer experience that promotes loyalty, retention, and positive word-of-mouth referrals.Qualifications:- Excellent verbal and written communication skills in English.- Previous experience in a customer service or call center role preferred.- Strong interpersonal skills and customer-centric approach.- Ability to multitask, prioritize, and manage time effectively.- Problem-solving skills and ability to work well under pressure.- Proficiency in using call center software and CRM systems.- High school diploma or equivalent; additional education or training is a plus.

English Call Center Advisor

Job Opportunity: Customer Service Representatives (Cairo) Sutherland (Cairo site) is actively seeking Customer Service Representatives to join their dynamic team in Cairo. Key Details: - Training: Fully Paid training + granted KPIs within training. - Experience: Grads Only. - Working Hours: 9 working hours including a 1-hour break, 2 days off per week. - Shifts: Must be flexible with OVERNIGHT shifts (starts at 2 PM, with the latest shift starting at 9 PM). - Transportation: Provided 24/7 (door to door for ladies). - Bonuses: Bonus and incentive plan above an associate's salary, with 3, 6 &amp; 12 Months bonuses. - Language Requirement: Fluency in English is a must. Application Questions: 1. Previous experience? (Company name) 2. Are you fluent in English? (This is an English call center job) 3. Are you flexible with our working hours? Join Sutherland's Cairo site and enjoy a competitive salary, comprehensive training, and exciting bonuses. If you are fluent in English and flexible with overnight shifts, apply now for this fantastic opportunity!

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