CX Investigation Specialist

Bosta

Cairo permanent

Posted: March 1, 2026

Job Description

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:
Incremental 2026-SJCX-001

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 and to the customer's 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.

Who are you?:
• A bachelor's degree.
• Previous experience in customer care investigations.
• 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.

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