What You’ll Be DoingEnd-to-End NPS Ownership: Manage the NPS ecosystem. Collect raw survey data,conduct thorough sentiment and statistical analysis, extract meaningful "Voice of theCustomer" insights, and build compelling presentation decks to deliver findings toleadership.CX Initiatives & Projects: Proactively identify friction points in the customer lifecycle,propose data-backed solutions, and spearhead cross-functional projects with otherdepartments to elevate the overall customer experience.Contact Rate Mitigation: Monitor inbound contact rate reasons, analyze the rootcauses behind why customers are reaching out, and collaborate with product oroperational teams to mitigate unnecessary tickets.Systems & Tools Product Owner: Serve as the primary Point of Contact for allCustomer Support software and tools. Manage integrations, communications, andpropose enhancements to ensure seamless performance.Knowledge Management: Own, structure, and maintain the internal Agent KnowledgeBase. Ensure all troubleshooting scenarios, policies, and workflows are completelyup-to-date to help agents provide fast, accurate answers. What You’ll Need (Experience)Years of Experience: 3–5 years of experience within a Customer Experience (CX),Quality Assurance, or Customer Support Operations environment, with a strong focus ondata analysis or project coordination.Technical Mastery: Advanced proficiency in data visualization and reporting tools(Excel, Google Sheets) and presentation software (PowerPoint/Google Slides) to mapout customer journeys.Tool Administration: Prior experience handling or administrating modern ticketing/CRMsystems and knowledge bases (e.g., Freshdesk, Zendesk, Salesforce).
Public work matters more than titles: a GitHub or portfolio the hiring manager can click through in under a minute usually beats an extra bullet on your CV.
Name the exact stack in your CV so a keyword screener + a skim-reader both find it — languages, frameworks, cloud, databases.
For interviews: expect a technical screen (coding or system design) before the on-site loop. Practice explaining trade-offs out loud, not just writing correct code.
For English-only teams verify your written English is sharp — most Egypt-based tech scaleups run interview loops entirely in English.
Etisalat Misr, branded 'etisalat by e&', is Egypt's third mobile operator and first integrated telecom operator, part of the global e& group.
What you should know
Egypt's third mobile operator since 2007: Etisalat Misr launched commercial operations on 30 April 2007 as Egypt's third mobile operator and first integrated telecom operator, attracting one million subscribers within 50 days.
Part of the e& group serving ~175 million customers: The operator is majority-owned by the Emirates Telecommunications Group (e&), a global technology group founded in 1976 operating in 38 countries.
Among Egypt's four 5G operators (live June 2025): Egypt commercially launched 5G on 4 June 2025; e& Egypt was one of four operators going live after securing a 5G license in October 2024.
How they work
Empowered, Agile, Collaborative — e& encourages creativity and innovation: working together, employees are encouraged to think outside the box and challenge the status quo to deliver the best for customers.
Drive the digital future to empower societies — e&'s vision is to bring technology to every person, home and organisation, moving the world and its people forward.
Recent update
e& Egypt among operators in Egypt's record US$3.5 billion spectrum deal. On 7 February 2026, Prime Minister Mostafa Madbouli witnessed the signing of the largest spectrum allocation deal in Egypt's telecom history. e& Egypt, alongside Vodafone Egypt, Orange Egypt and Telecom Egypt (WE), is pa…