CX Investigation Specialist

About Bosta: Launched in 2017, Bosta is an overnight delivery provider for E-commerce companies in Egypt. Leveraging technology to empower businesses is what we do best. Our goal is to disrupt the logistics industry by bringing technology and experience altogether to provide a one-stop-shop for delivery solutions. We rely on advanced technology to deliver orders to our customers in a fast way. Businesses can track and connect with couriers and follow up on their orders - all in one system.   About The Role: Job Code: 2026COMM-093   CX Investigation Specialist plays a pivotal role in enhancing our customer experience, ensuring not only a swift and satisfactory resolution but also driving systemic improvements across the organization. What you will be doing:

Respond to escalated customer complaints and ensure they are resolved promptly to achieve customer satisfaction.

Investigate the root causes of complaints and work closely with relevant internal departments to implement corrective actions and prevent recurring issues.

Monitor complaint resolution metrics, analyze trends, and provide regular reports to senior management, highlighting areas for improvement.

Collaborate with other departments, such as operations, logistics, and customer support, to address underlying issues contributing to complaints and improve overall service quality.

Foster a customer-centric culture within the organization, emphasizing the importance of customer satisfaction and investigations resolution.

Conduct regular field visits to Operations Hubs to ensure compliance, identify gaps, and support process improvement.

Who are you?

A bachelor's degree.

At least 1 Year of work experience in logistics Audit.

Knowledge of complaint management principles, techniques, and best practices.

Excellent communication skills, both verbal and written, with the ability to effectively communicate with customers and internal stakeholders.

Strong problem-solving and decision-making abilities, with a customer-centric approach.