Telecommunications Agent

Company DescriptionWith its stunning location at Sharm El Sheikh, Rixos Premium Seagate offers a luxurious retreat overlooking the shimmering red sea. The hotel offers an All-Inclusive concept combining exceptional restaurants and bars, top-class entertainment venues that also provide a variety of dining experiences and superb wellness and sports facilities. Rixos Premium Seagate offers stylish rooms and suites with direct access to the private beach, and state-of-the-art conference and banquet venues.A beautiful beach, delicious food with top-quality service restaurants with luxurious buffets, pools, Rixy Club exclusively for children and live entertainment all await your ultimate holiday experience.Rixos Premium Seagate is located 18 km from Naama Bay, 25 km from the old market of Sharm El-Sheikh and 9 km from Sharm El-SheikhJob DescriptionWe are looking for a professional and customer-focused Telecommunications Agent to join our team in Sharm El-Sheikh, Egypt. In this role, you will be the primary point of contact for our customers, providing exceptional support and resolving telecommunications inquiries with efficiency and empathy. You will handle inbound and outbound calls, manage customer accounts, and ensure every interaction reflects our commitment to service excellence.Answer incoming customer calls and respond to inquiries regarding telecommunications services, billing, technical issues, and account managementTroubleshoot basic technical problems and provide clear, step-by-step guidance to customersProcess customer requests including service activations, upgrades, cancellations, and account modificationsMaintain accurate and detailed records of all customer interactions using CRM systems and ticketing platformsIdentify customer needs and recommend appropriate telecommunications products and servicesHandle customer complaints with professionalism and work toward swift resolutionsEscalate complex issues to specialized departments while keeping customers informed of progressMeet or exceed performance targets for call handling time, customer satisfaction ratings, and first-call resolutionCollaborate with team members and other departments to ensure consistent service deliveryStay current with company policies, procedures, and telecommunications product offeringsQualificationsProven customer service experience, preferably in a call center or telecommunications environmentExcellent verbal and written communication skills in English; Arabic language proficiency is preferredStrong interpersonal and active listening skills with the ability to remain calm under pressureProficiency with CRM software, ticketing systems, and telecommunications platformsAbility to multitask and manage multiple customer interactions simultaneouslyProblem-solving mindset with attention to detail and accuracyFamiliarity with telecommunications products, services, and basic network concepts (preferred)Ability to work flexible schedules, including evenings and weekends as neededProfessional demeanor with a customer-first attitude and commitment to service excellenceTyping proficiency and comfort with computer-based systems