The HEINEKEN Company · Cairo, Egypt · Posted 2026-05-20
Job PurposeTo provide excellent customer service by handling incoming and outgoing calls, responding to customer inquiries, processing orders, resolving complaints efficiently, and ensuring a positive customer experience that supports the retail business objectives.Key ResponsibilitiesHandle incoming customer calls and respond promptly to inquiries regarding orders, products, store locations, and promotions. Process customer orders, returns, and exchanges accurately in the system. Record all customer interactions and feedback in the CRM system for tracking and reporting. Resolve customer complaints professionally and escalate complex cases to the supervisor when necessary. Follow up on pending cases to ensure timely resolution and customer satisfaction. Support online and in-store operations through coordination with retail branches, delivery teams, and logistics. Maintain up-to-date knowledge of products, policies, and ongoing promotions. Contribute to meeting call center KPIs such as response time, first-call resolution, and customer satisfaction scores. Participate in regular team meetings and training sessions to enhance service quality. #addjob
Heineken N.V. is a Dutch brewing company, the world's second-largest brewer by volume. The company operates more than 165 breweries in more than 70 countries, with brands including Heineken, Amstel, Tiger, Tecate, and regional labels. Al Ahram Beverages, Heineken's Egypt operation, is the largest brewer in Egypt.
What you should know
Global Brewing Powerhouse: Operates more than 165 breweries in over 70 countries and produces over 188 million hectolitres of beer annually
Global Retail Giant: Portfolio includes over 350 international, regional, and specialty brands sold in 190 countries
1933 Export First: Became the first beer import to re-enter the U.S. market in 1933 immediately after the lift of Prohibition
How they work
Passion for consumers — Putting consumers and customers at the heart of everything HEINEKEN does.