Customer Service Representative (B2/ New Cairo)

Company Description Guide Academy, founded in 2017, is a recruitment and learning institution committed to inclusive excellence and accessible knowledge for individuals from diverse backgrounds. The academy focuses on skills training, language learning, trainer development, recruitment services, and corporate training, all designed in collaboration with industry experts and leaders. Its human-centered and results-oriented approach provides tailored, scalable solutions aligned with each client’s culture, needs, and growth goals. Experienced trainers and recruitment specialists bring deep industry expertise, emotional intelligence, and strategic insight to every interaction. Guide Academy emphasizes client-centric service, personalized support, and long-term partnerships that create meaningful impact for both organizations and learners. Role Description The Customer Service Representative (B2/ New Cairo) is a full-time, on-site role based in Cairo, responsible for delivering high-quality support to Guide Academy’s clients and learners. This role includes handling inbound and outbound inquiries, responding to questions via phone, email, and messaging platforms, and providing clear, accurate information about programs, schedules, and services. The representative will manage customer requests, resolve issues, and escalate complex cases when needed, ensuring a positive and professional experience at every touchpoint. Daily activities include documenting interactions in the internal systems, tracking follow-ups, and coordinating with other departments to support smooth enrollment, training, and recruitment processes. The role also involves gathering feedback, contributing to service improvements, and maintaining strong relationships with clients and participants. Qualifications Ability to deliver professional Customer Service and maintain high Customer Satisfaction in all interactions. Experience in Customer Support and managing Customer Experience across phone, email, and digital channels. Background as a Customer Service Representative or in similar customer-facing roles. Strong communication, active listening, and problem-solving skills. Customer-focused mindset with the ability to stay calm and organized under pressure. Proficiency in using CRM systems or customer support tools and basic office software. Fluency in English and Arabic; additional languages are an advantage. Previous experience in education, training, or recruitment environments is beneficial. High school diploma required; a bachelor’s degree in Business, Communication, or related field is preferred. Show more Show less