Vara - Customer Service Specialist Egypt (based in Cairo)

What we do

Better breast cancer screening should be a universal offering to every woman
in the world. Vara’s AI-powered software platform, created with screening
radiologists in Germany, mitigates much of the human subjectivity associated
with reading mammography results—and reduces the repetitive work screening
physicians are routinely subjected to—we’re making breast cancer screening
more effective, more measurable, and more accessible for everyone, everywhere.
By democratising access to early screening around the world, we deliver
measurable impact backed by clinical evidence. We are partnering globally, to
deliver breast cancer screening where it is needed most.

As the first company from Europe’s leading AI venture studio Merantix, Vara
has grown since ‎2018 to become a ‎30-member international team. Our diverse
team consists of highly motivated and ambitious entrepreneurs, healthcare
professionals, and technology experts.

Further information can be found on our website: www.vara.ai.

To strengthen our team in expanding to Egypt, we are looking for you as a
Customer Service Specialist (m/f/d) based in Cairo. Together we are going to
bring AI-powered screening to millions of women in Egypt providing them with
excellent state-of-the-art healthcare services.

Your role

As Customer Service Specialist (m/w/d) you will be the main point of contact
for all women undergoing Vara’s mammography screening in Egypt. You will also
manage service requests coming from our partner mammography centers. You will
work closely with our local Country Managers. The following tasks fall within
your area of responsibility:

• Handle our customer support: inbound phone calls and service requests via email and Whatsapp


• Provide accurate, valid and comprehensive information to our customers and partners


• Manage complaints by providing solutions and options within the time limits and following up to ensure resolution


• Document all interactions within our ticketing system (Freshdesk)


• Build and manage our knowledge base in Arabic, convert service requests into knowledge base articles


• Follow communication procedures, guidelines, and policies


• Manage and coordinate escalations to our product team, translate escalated service requests from Arabic to English and explain them within the team


• Perform follow-up calls with customers after they received their mammography


• Assist in outbound marketing campaigns


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  Your career path: the prospect of building and leading your own local customer service team.
  Your profile

  
  


• 
  

  Fluent in Arabic and English

  
  


• Strong communication skills, ability to confidently talk to customers about women's health with discretion and very high empathy


• Ready to go the extra mile to exceed customer’s expectations


• Bachelor’s degree or above (no technical degree required)


• Minimum ‎1 year experience in customer service, preferably in healthcare. Outstanding new graduates with customer service experience are also welcome to apply


• Technical understanding, knowledge of customer service processes and CRM/ticketing systems


• High level of honesty and integrity


• Proactive and meticulous, able to work under pressure


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  A sense of responsibility and teamwork spirit
  What we offer

  
  


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  Work flexibly
  In office? From home? Somewhere in between? Whatever you prefer.

  
  


• Have time to relax
  Enjoy your vacation allowance and take the time you need to recharge - we
  won’t micro manage your time.


• Competitive salary
  We regularly benchmark salaries within the tech and healthcare industry.


• Develop your career
  Dedicate yourself to impactful projects and have regular, meaningful career
  development sessions with your manager.