About the job

ITXPROS is looking for a Customer Support Representative, a customer service advisor who is often a client’s primary point of contact. Your duties and responsibilities include answering and managing incoming calls and customer service inquiries via WhatsApp, text messages, and live chat; identifying and assessing customer needs and coordinating with your colleagues in different departments to achieve customer satisfaction.

Job Title: Customer Support Representative

Job Type: Full-time

Supervisor: VP of Customer Support – Customer Support Team Leader

Reporting To: VP of Customer Support – Customer Support Team Leader

Place of Performance: Office-based (New Cairo).

About our company:

ITXPROS is a Digital Dentistry company currently focused on implant-guided surgery.

We are based in the United States and operating from Cairo, Egypt. The company specializes in Implant Treatment planning & CAD/CAM designing to help dentists and dental labs with their surgical & dental procedures, so we all work to draw a perfect smile on each patient!

At ITXPROS, we are family, team & partners. We believe amazing things can happen when we work together in an environment where everyone feels a true sense of belonging and their ideas are heard. Join us and help make an impact on the future.

Responsibilities:

• Respond to inquiries – over the phone, via email, and through the live chat from the staff and clients.

• Follow up on missing items required for the progression of client orders (cases).

• Make outbound calls depending on client case requirements.

• Build a strong relationship with clients to ensure their satisfaction.

• Follow up with clients on surgeries and cases after fulfillment.

• Upload files needed for cases from clients’ PCs.

• Basic Troubleshooting of planning software.

• Monitor case flow and identify show stoppers.

• Communicate client needs to the corresponding teams.

• Report any issues found by analyzing the workflow, aiming for enhancements.

• Learn and understand the products and services that the company provides.

• Learn and understand our internal workflow and case life cycle in detail.

• Document useful information about technical issues and important insights that could be gathered from discussions with clients.

• Share feature requests and effective workarounds with team members

• Inform customers about new features and functionalities

• Train clients on the company’s workflow and digital tools.

Qualifications and Skills:

• Fluency in spoken and written English is a must.

• Bachelor’s Degree.

• 1+ Experience in a Customer Support Role.

• Military service exemption or completion.

• Time management skills.

• Excellent communication skills.

• Multitasking.

• Attention to detail.

• Outgoing and proactive qualities.

• Punctuality.

• Basic computer and Microsoft Office knowledge.

Benefits:

• Salary, uncapped commissions, and annual bonuses are paid in US dollars.

• Medical and social insurance.

• Annual Gym Membership (Gold’s Gym).

• Culture – Casual work environment.

• Being part of a family of exceptionally talented people.