Customer Service Support Specialist

Company Description MICO WORLD is an Internet company specializing in social entertainment, offering applications such as MICO, YoHo, TopTop, and SUGO. The company has a strong presence in markets including the Middle East, Southeast Asia, North America, Japan, and Korea. Its products reach more than 150 countries and regions, serving a diverse global audience. MICO WORLD’s platforms have attracted over 200 million registered users worldwide, reflecting rapid growth and wide user engagement.

Role Description The Customer Service Support Specialist is a full-time, on-site role based in Cairo, Egypt. This role involves responding to user inquiries through phone, email, chat, or in-app support channels, ensuring timely and accurate resolutions. The specialist will assist users with account issues, basic technical problems, and service-related questions, while documenting interactions and updating ticketing systems. Day-to-day responsibilities include maintaining high customer satisfaction, escalating complex issues to appropriate teams, and following up to confirm resolution. The role also includes identifying common user concerns, providing feedback to improve products and support processes, and adhering to internal policies and quality standards.

Qualifications

• Customer Support and Customer Satisfaction skills, with experience handling inquiries and resolving issues in a service-oriented environment.
• Strong Interpersonal Skills and Phone Etiquette, with the ability to communicate clearly, respectfully, and professionally with diverse users.
• Basic Technical Support abilities to troubleshoot common user problems related to mobile apps, accounts, and connectivity.
• Solid written and verbal communication skills in English; proficiency in Arabic and other languages is an advantage.
• Ability to work on-site in Cairo, Egypt, with flexible availability for shifts, weekends, and holidays as needed.
• Attention to detail, problem-solving mindset, and capacity to work effectively in a fast-paced, multicultural environment.
• Prior experience in customer service or call center roles, preferably within tech or digital platforms; relevant diploma or bachelor’s degree is beneficial.