Analyst

About the Role

eClerx Egypt is hiring Customer Service Agents to support our Astound Broadband program. You will be the first point of contact for US-based customers, handling inquiries related to billing, service, and account support over phone and/or chat.

Key Responsibilities

• Handle inbound customer interactions for the Astound account (billing, service issues, account management)

• Meet quality, productivity, and customer satisfaction targets consistently

• Accurately document all customer interactions in the company CRM system

• Escalate complex issues per established workflows and procedures

• Maintain compliance with company policies and client SLAs at all times

Requirements

• English proficiency: B2 (CEFR) or higher — verbal and written

• High school diploma minimum; university degree preferred

• Prior customer service or call center experience is a plus, not required

• Strong communication, listening, and problem-solving skills

• Comfortable working rotational shifts (24/7 coverage, including nights and weekends as needed)

• Must be able to commute to and work on-site at Maadi Technological Park, Cairo