Customer Support Advisor
Podsumowanie roli od JobGrid
Customer Support Advisor at CEQUENS: Cairo, Egipt; Na miejscu; Pełny etat. JobGrid adds normalized role facts, source context, and a path to the employer application page so candidates can compare the listing before applying.
- Location and workplace: Cairo, Egipt, Na miejscu
- Role classification: Pełny etat
- Source freshness: checked by JobGrid on 2026-05-30.
- Application path: candidates continue to the employer application page with non-personal referral tags.
CEQUENS is a global, AI powered customer engagement solutions provider that simplifies customer engagement for businesses through its innovative, reliable, and secure communication solutions. Established in 2011, CEQUENS offers a comprehensive suite of APIs, including SMS, WhatsApp for Business, Voice, Push Notifications, and more, enabling seamless and personalized interactions across multiple channels.
Our partner network covers MEA region with international access to messaging hubs worldwide and our clients include major banks, credit cards, digital payments, OTT applications, government authorities, health and education, and other industry verticals.
If you have the passion for success and are ready to constantly challenge yourself within a collaborative team-environment join our team
Key Roles and Responsibilities:
- Acted as the first point of contact for CEQUENS customers across multiple channels (phone, email, live chat, and ticketing).
- Provided first-line support by addressing service inquiries, troubleshooting issues, and guiding customers on product usage (SMS, WhatsApp, Voice, CPaaS platform).
- Ensured accurate logging, classification, and escalation of tickets in Freshdesk, following CEQUENS’ SLAs and escalation matrix.
- Collaborated with internal teams (Technical Support, Product, Billing, and Operations) to resolve complex cases while maintaining ownership and accountability at the first line.
- Delivered a high standard of customer service by proactively following up on open cases, ensuring timely resolutions, and driving customer satisfaction.
- Maintained strong communication with customers during peak periods and on-call coverage, balancing responsiveness and quality.
- Contributed to the knowledge base by documenting recurring issues, FAQs, and resolutions to support self-service and improve team efficiency.
- Participated in ongoing training and product enablement to stay current with CEQUENS’ portfolio, policies, and best practices in customer support.
This role is to cover 24/7 hours on rotational shifts, and 2 days off and is hyrbid based in Cairo. This is not a remote role.