Executive (Customer Services)

Responsibilities

• Receive, log, classify, and dispatch customer support requests based on issue type and urgency.
• Act as the main point of contact between customers and technical teams throughout the ticket lifecycle.
• Monitor ticket progress and follow up with support engineers to ensure timely resolution.
• Follow up with customers after resolution to confirm satisfaction and gather feedback.
• Maintain accurate records of customer interactions, tickets, and outcomes in the relevant systems.
• Conduct customer satisfaction surveys and prepare insights and reports for stakeholders.
• Support continuous improvement of customer experience processes and the overall customer journey.

Qualifications

• 0–2 years of experience in a similar position.
• Strong proficiency in MS Office (Word, Excel, PDF tools) and familiarity with ticketing or CRM systems.
• Excellent verbal and written communication skills.
• Strong attention to detail, time management, and customer service skills.
• Ability to handle difficult or frustrated customers calmly and effectively.
• Arabic: Proficient | English: Advanced.

Raya Information Technology, the leading system integrator was established in 1998 with a vision to lead the information technology market depending on its dynamic portfolio.

Building on the fact that sustainable growth starts with strong roots, Raya Information Technology helped over 1000+ customers in all market sectors in adopting new technologies and achieving higher levels of business performance.

With a regional presence across MEA region through 3 regional offices in Egypt, Saudi Arabia and United Arab Emirates, we serve customers in the sectors of financial services (FSI), Telecommunications, Public, Oil & Gas, Hospitality, Commercial and Retail.

Raya Extensive Expertise in the field of system integration and technology consultancy uniquely positions it as the Digital Transformation enabler bridging the gap between legacy and future technologies.

Our offerings range from ATM & Self- Service solutions, infrastructure solutions, Oracle Apps & Tech Solutions to Data Center, Co-location and Cloud Solutions using its large pool of 900+ certified skilled team and leveraging its unique portfolio of class A technology vendors.

Our strength lies in our specialized divisions, which deliver comprehensive full-stack solutions: Raya Integration, Raya International Services, Raya Data Center, Raya Network Services, Raya Digital, and Raya Cyber Solutions.