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Operations Specialist - MEA region

Egypt, Al Qāhirah, Cairo

Job description

To facilitate further growth of Incision's MEA team, we are looking to hire 2 Junior Operations Specialist who will deliver high-quality service to our users. You will handle their complaints, provide appropriate solutions, and follow up to resolve any technical issues across different channels and create business reports that provide insight into key data points for our partners.

Key Responsibilities:

  • Deliver high-quality service across multiple support platforms.
  • Dive deep into customer problems, building the entire history of customer contacts, to determine root causes.
  • Manage process improvement initiatives, including the scoping and implementation of projects stemming from escalations
  • Effectively communicate with the customers by adjusting the communication style of the audience.
  • Document the Customer Success Activities to conduct data for our partners.
  • Create and document new processes to efficiently handle escalations.
  • Create solid reporting material to be delivered in a timely manner when needed.
  • Serve as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, adherence to company policies, and a commitment to excellent customer service.
  • Successfully complete approved special projects as assigned.
  • Participates in the development and distribution of accreditation best practices.
  • Provide a regular report to leadership on the status of the accreditation process.
  • 5 working days/2 days off.

Job requirements

  • Minimum 1 Year of Experience experience in a similar role.
  • Business background preferred.
  • Excellent English both spoken and written. 
  • Very good reading comprehension and writing skills.
  • High proficiency using Microsoft Office.
  • Must be able to connect what users are asking for with answers to their true issues.
  • Ability to troubleshoot problems and find speedy resolutions.
  • Skilled at handling multiple issues at once to efficiently solve a large number of inquiries.
  • Must work well in a team environment, contributing to a synergistic work environment where people learn from one another and continuously improve processes on behalf of users.