CX Escalation Specialist
On-siteCairo, Cairo, Egypt
Job Summary
Pick up unassigned tickets from the queue within the assignment SLA and take full ownership until closure. Resolve buyer and seller issues at first contact using the knowledge base, order data, and self-service actions. Log every ticket with accurate category, subject, and resolution notes to ensure clean reporting and traceable root causes. Trigger auto-refund and reverse payment flows for defined scenarios without escalation, and close the loop with the customer on the original channel before marking resolved. Flag repeat issues and knowledge gaps to the Team Lead. Maintain accuracy and tone standards in all written responses in both Arabic and English. Requires 1–3 years in customer support, fluency in Arabic and English, and willingness to work rotational shifts including weekends.
Required Qualifications
- 1 to 3 years in customer support, operations, or marketplace support
- Fluent in Arabic and working English, written and spoken
- Comfortable working across multiple systems within a single case
- Writes clearly and briefly under time pressure
- Accountability mindset: owns the outcome, not the reply
- Willingness to work rotational shifts, including weekends, as required
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