Video call customer care

Job Description

*Job Title: Customer Experience Specialist (Video Support & Sales)*

*Company:* Teleperformance Egypt

*Location:* New Cairo (City Walk) – *On-site*

*Role Overview:* We are looking for high-caliber English speakers to join our *Comcast Xfinity Mobile* team. This is a premium *Video Chat* support role where you will assist US-based customers with technical mobile services and account upgrades. If you have a background in sales and technical support, this is an excellent opportunity for career longevity and financial growth.

*Key Responsibilities:*

* *Video Support:* Provide real-time assistance to customers via video chat regarding Xfinity Mobile services.
* *Technical Assistance:* Support Tier 1 agents and customers with device activation, porting, and complex billing inquiries.
* *Sales & Upgrades:* Identify opportunities to upgrade existing customer services, including adding new lines and devices.
* *Troubleshooting:* Analyze and resolve service-related issues while maintaining high quality-of-service standards.
* *Professionalism:* Escalate complaints according to company policy and educate customers on self-help tools.

*Work Schedule:*

* *Shifts:* 9-hour rotational shifts.
* *Operating Window:* 5:00 PM to 5:00 AM (Fixed evening/night window).
* *Days Off:* 5 working days, 2 rotational days off.

*Compensation & Benefits:*

* *Net Salary:* Up to *19,000 EGP* (inclusive of base and monthly KPIs).
* *Quarterly Bonus:* Up to *€195* based on productivity and performance.
* *Monthly Variable:* *€100* KPI-based bonus.
* *Incremental Raises:* * 10% increase on basic salary after 6 months.
* Further increases on basic and variable pay at 12, 18, and 24 months.
* *Overtime:* Paid at a rate of 90 EGP/hour.
* *Training:* 9 weeks of fully paid comprehensive training (Soft Skills, Product Knowledge, and Nesting).
* *Transportation:* Dedicated company-provided transport.
* *Insurance:* Full Medical and Social insurance.

*Candidate Requirements:*

* *Language:* Fluent English (Excellent verbal and written communication).
* *Experience:* Previous Sales or Technical Support experience is preferred.
* *Service Mindset:* Must be comfortable and professional on camera (Video Chat service).
* *Flexibility:* Willingness to adapt to different lines of business (LOBs) as needed.
* *Background Check:* Ability to provide a clean criminal record check during the first week of training.

Job Type: Full-time

Pay: E£14,000.00 – E£19,500.00 per month

Ability to commute/relocate:
* New Cairo: Reliably commute or planning to relocate before starting work (Required)

Language:
* english B1+/B2 (Required)