Senior Specialist - JCC agent

JCC Agent

Who we are

For over three decades, Juhayna Food Industries has been a pioneer in Egypt’s dairy and juice sector, producing, processing, and packaging milk, yoghurt, cooking products, juices, and concentrates. Since 1983, we have built trusted household brands, expanding our presence across Egypt and the Middle East through a commitment to high-quality, safe, and healthy products.

Today, with four state-of-the-art plants, a vast distribution network reaching over 136,000 outlets, and a 5,000-feddan dairy farm housing over 7,000 milking cows, Juhayna continues to set benchmarks for premium Egyptian products. Our success stems from our people, who embody the values of Integrity, Achievement, Continuous Improvement, Innovation, Ownership, and Positivity.

Job Purpose

Responsible for Supporting Juhayna group External Commiunications.

What you will do in your role

• Developing strong relationship with clients through providing golden standards consumer service as per the company's guidelines.                                                                          
• Maintain & sharpen the company’s image by solving problems, handling complaints, providing info, showing appreciation for consumer’s recommendations, reflecting consumer’s feedback.
• Handling all received inquiries and complaints through all available channels (inbound & outbound calls, different social media platforms and live chat) in a professional way.                                                                                                      
• Reflecting consumer’s feedback to the higher levels of management.                                                                                 
• Applies supervisor– on the spot- remarks and directions in timely manner.
• Achieving the required KPI’s (Key Performance Indicators) regarding Quality, productivity & manners.                              
• Adherence for all the planned login times & breaks with commitment to the business needs. 
• Initiate outbound calls as per management requests.             
• Documents all calls information on the CRM application.          
• Route calls to appropriate resource.                                           
• The company’s image should always be protected by being positive, creative, proactive & committed towards Juhayna & its consumers.                                                                                    
• Identify and escalate priority issues by Escalating problems & global issues and providing relevant feedback to the right channels/factories.             
• Providing the best possible service to achieve the highest level of consumer satisfaction.                                                                       
• Maintaining an updated comprehensive client database.        
• Respond to consumer inquiries.                                                                              
• Providing proper information to consumer with complete and comprehensive understanding of Juhayna products           
• Resolving consumer complaints in time, as per the process and treating them as business opportunities to ensure continuous improvement and development.                                 

What you will bring to the role

Education

• Bachelor's degree
• Language Proficiency: English

Behavioral Competencies

• Customer Focus
• Problem Solving & Decision Making
• Drive for Results
• Communication Skills
• Planning & Organizing
• Accountability & Ownership
• Adaptability & Continuous Improvement