Job Description

Company: Quantanite
Location: Maadi Technology Park, Cairo
Employment Type: Full-Time
Experience Required: Minimum 1 year in Customer Service / Contact Center
Language Requirement: English B2+ to C1

About the Role

Quantanite is hiring a Marketplace Customer Service Representative to support international EMEA marketplace operations.
This role focuses primarily on 2nd-line customer support, handling more complex cases while ensuring high-quality resolutions and strict adherence to service level agreements.

You will work closely with the Cairo Team Lead and collaborate functionally with the Marketplace Coordinator based in Manila.

Key Responsibilities

Customer Support & Case Management

Handle customer enquiries related to:

Order status and fulfilment issues

Refunds and returns

Warranty claims

Complaints and escalations

Marketplace Operations

Manage inbound cases via the shared Marketplace mailbox

Actively manage and respond to cases through the Bol.com Partner Portal

Ensure full compliance with marketplace guidelines and SLAs

Service Level Management

Maintain a 24-hour response SLA, Monday to Friday

Collaboration & Escalation

Work closely with the Cairo Team Lead and Marketplace Coordinator

Support backlog management and prioritisation of urgent cases

Performance & Productivity

Achieve targets based on:

Case resolution volume

Response times

Quality, accuracy, and SLA adherence

Requirements

Requirements

Minimum 1 year experience in Customer Service, Contact Center, or Marketplace Support

English proficiency: B2+ to C1

Strong communication and problem-solving skills

Ability to handle complex customer cases professionally

Comfortable working with multiple systems and portals

High attention to detail and accuracy

What We Offer

Highly competitive salary package — among the highest in the market

Stable international environment

Clear career growth opportunities

Professional and supportive work culture