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OperationsCairo, EgyptFull-timeOpenNew

Customer Service Officer

About the Role

The Customer Service Officer is the operational link between customers, sales, and technical support. You will keep every request correctly classified, assigned, communicated, and closed in the help-desk system while monitoring service-level performance and support-engineer KPIs.

Reports to: Commercial Director

What You'll Do

Own the daily help-desk queue and verify customer, site, machine, serial-number, priority, and issue details before routing each ticket
Coordinate handovers among customers, sales, technical support, field service, and account owners through one accurate ticket record
Track first-response and resolution times, ticket ageing, backlog, reopen rate, engineer workload, and customer satisfaction against agreed SLAs
Escalate at-risk or breached tickets early and follow actions through to a customer-confirmed resolution
Provide clear customer updates, document every interaction, and make sure no request is lost between teams
Prepare weekly and monthly service dashboards for the Commercial Director and support management
Maintain help-desk categories, templates, knowledge articles, and recurring-issue reports to improve service quality

What We're Looking For

Bachelor's degree in Business Administration, Commerce, Management Information Systems, or a related field
1-3 years of experience in customer service, help-desk coordination, service operations, or B2B client support
Practical experience with ticketing, CRM, or ERP systems and confidence working with Excel-based reports
Strong organization, follow-through, and judgement when priorities compete
Clear professional communication in Arabic and English, both written and spoken
Ability to handle customer and operational information with accuracy and discretion

Nice to Have

Experience with Odoo Helpdesk, Field Service, or CRM
Exposure to technical service, cash-handling equipment, banking, fintech, or managed services
Experience building service KPI dashboards or customer satisfaction reports

What We Offer

Structured onboarding into CashPrime products, service workflows, and SLA operations
Direct exposure to commercial, engineering, and customer operations
A measurable role with ownership of service quality and customer experience
Professional development within a growing regional technology business
Compensation and benefits aligned with experience and company policy

About CashPrime

CashPrime connects cash-handling hardware, ARKASH, implementation, and lifecycle service for banks, CIT operators, and retailers across Egypt, the UAE, and Saudi Arabia.

Customer Service Officer

Cairo, Egypt·Full-time

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Careers

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Current / Most Recent Role*

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Current total monthly package and currency*

Which help-desk or CRM systems have you used, and what daily ticket volume did you coordinate? *

Describe one SLA or support-engineer KPI report you prepared and the action it triggered. *

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About the Role

Reports to: Commercial Director

What You'll Do

Own the daily help-desk queue and verify customer, site, machine, serial-number, priority, and issue details before routing each ticket

Coordinate handovers among customers, sales, technical support, field service, and account owners through one accurate ticket record

Track first-response and resolution times, ticket ageing, backlog, reopen rate, engineer workload, and customer satisfaction against agreed SLAs

Escalate at-risk or breached tickets early and follow actions through to a customer-confirmed resolution

Provide clear customer updates, document every interaction, and make sure no request is lost between teams

Prepare weekly and monthly service dashboards for the Commercial Director and support management

Maintain help-desk categories, templates, knowledge articles, and recurring-issue reports to improve service quality

What We're Looking For

Bachelor's degree in Business Administration, Commerce, Management Information Systems, or a related field

1-3 years of experience in customer service, help-desk coordination, service operations, or B2B client support

Practical experience with ticketing, CRM, or ERP systems and confidence working with Excel-based reports

Strong organization, follow-through, and judgement when priorities compete

Clear professional communication in Arabic and English, both written and spoken

Ability to handle customer and operational information with accuracy and discretion

What We Offer

Structured onboarding into CashPrime products, service workflows, and SLA operations

Direct exposure to commercial, engineering, and customer operations

A measurable role with ownership of service quality and customer experience

Professional development within a growing regional technology business

Compensation and benefits aligned with experience and company policy

Apply for This Role