Customer Support Representative

Company Description

Cellopack for Packaging Industries is an Egyptian shareholding company founded in 1992, specializing in printing and converting packaging materials. The company is a market leader, driven by a clear mission, vision, and core values that support sustained growth and high-quality service. Cellopack operates across three manufacturing facilities, including sister company Entrasco, with a workforce of around 400 employees. A dynamic team of technical, commercial, and marketing professionals focuses on exceeding client expectations and keeping customer requirements at the center of decision-making. This strong commitment to quality and service has earned Cellopack a solid reputation within the packaging industry.

Role Description

The Customer Support Representative is a full-time, on-site role based at Cellopack’s location in 3rd Industrial City. This position is responsible for handling customer inquiries, resolving issues, and providing accurate information about products, services, and order status via phone, email, and other communication channels. The role involves coordinating with internal departments such as sales, production, and logistics to ensure timely responses and smooth order processing. The Customer Support Representative will maintain detailed records of customer interactions, update customer databases, and follow up on pending requests. The role also includes supporting continuous improvement initiatives by identifying recurring issues and suggesting enhancements to processes and customer service practices.

Qualifications

• Strong customer service and communication skills, with the ability to manage inquiries, complaints, and feedback professionally.

• Proficiency in basic office and computer skills, including email, word processing, and customer database or CRM tools.

• Organizational and time-management abilities to handle multiple requests, prioritize tasks, and meet deadlines.

• Problem-solving and analytical skills to understand customer needs, identify root causes of issues, and propose practical solutions.

• Ability to work collaboratively with cross-functional teams, building positive relationships with colleagues in sales, production, and logistics.

• Fluency in spoken and written English and Arabic, with clear, courteous, and concise communication.

• Previous experience in customer support, administration, or a similar role, preferably within manufacturing or packaging industries.

• High school diploma required; a bachelor’s degree in Business, Communications, or a related field is an advantage.

• Reliability, attention to detail, and a customer-focused mindset aligned with Cellopack’s mission and values.