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Customer Service Representative

Scale Army

Job Overview

Location

Cairo

Job Type

Full-time

Full Job Description

📋 Description

• Be the first point of contact for thousands of learners and faculty members who rely on our client’s award-winning online education platform. Every day you will field questions via email, live chat, Zoom, and occasional phone calls, turning confusion into clarity and frustration into confidence.
• Own the end-to-end customer journey for course participants—from the moment they click “enroll” to the instant they download their certificate of completion. You will guide them through sign-in hiccups, payment issues, and last-minute schedule changes with patience and precision.
• Become the behind-the-scenes hero for faculty delivering live lectures. You will launch Zoom sessions, verify attendance rosters, and troubleshoot audio or screen-sharing problems in real time so instructors can focus on teaching, not tech.
• Master Salesforce CRM like a pro. Log every interaction, tag follow-up tasks, and build dashboards that give leadership instant visibility into customer sentiment and service trends. Your data will directly influence product improvements and policy updates.
• Monitor the shared inbox and website contact forms, triaging requests for receipts, CE certificates, and course approvals within one business hour. You will craft concise, friendly replies that reflect the company’s brand voice and leave learners feeling heard.
• Collaborate daily with a close-knit, fully remote team that spans multiple time zones. Share insights in Slack huddles, flag recurring pain points in weekly stand-ups, and celebrate wins together—whether that’s a five-star survey response or a creative workaround that saves the day.
• Champion continuous improvement. When you spot a gap in the knowledge base, you will draft a new FAQ article. When you notice a spike in “how do I reset my password?” tickets, you will propose an in-platform tooltip. Your ideas will shape the next generation of the customer experience.
• Uphold strict confidentiality and compliance standards, especially when handling healthcare-related training records. You will follow established protocols for data security and escalate sensitive issues to the Privacy Officer without delay.
• Work a consistent weekday schedule of 9:00 AM–6:00 PM CST, plus one weekend shift of eight flexible hours between 6:00 AM–7:00 PM CST. This structure ensures global learners always have a friendly expert online when they need help.
• Thrive in a metrics-driven environment where response time, first-contact resolution, and customer satisfaction scores are transparently tracked. You will receive coaching—not criticism—when numbers dip, and public kudos when they soar.
• Enjoy the freedom of 100 % remote work. Set up your home office, grab your favorite coffee, and connect with colleagues from Cairo to California—all while making a tangible impact on healthcare education worldwide.

🎯 Requirements

• Fluent English—both written and verbal—with a professional, empathetic tone
• Proven experience in customer support, help-desk, or client-facing roles (healthcare or EdTech a plus)
• Tech-savvy: comfortable navigating Zoom, email ticketing systems, and cloud-based CRMs (Salesforce experience preferred but not mandatory)
• Highly organized multitasker who can prioritize urgent tickets without dropping routine follow-ups
• Detail-oriented mindset—accuracy in data entry and documentation is non-negotiable
• Reliable high-speed internet and a distraction-free workspace for remote shifts

🏖️ Benefits

• Fully remote flexibility—work from anywhere in Egypt or beyond
• Competitive base salary with performance-based bonuses
• Comprehensive onboarding, ongoing training, and career-path coaching
• Access to all company courses and certificates for your own professional development
• Supportive, collaborative culture that celebrates wins and prioritizes mental well-being

Skills & Technologies

Remote

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About Scale Army

Scale Army Careers is a remote-talent marketplace that sources, vets and places top sales, marketing and technical professionals across Latin America and Africa into full-time roles with high-growth U.S. companies. Operating under the same umbrella as Scale Army, the platform pairs candidates with vetted 40-hour-per-week engagements, provides onboarding guidance, monthly check-ins and equipment stipends, and channels consistently strong performers into progressively higher-impact opportunities to build long-term, dollar-based careers.

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