Customer Service Associate (4 month contract)

Job Title: Customer Service Associate

Reporting to: CX Manager

Location: Egypt

Who are we?

Silkhaus is a Dubai-headquartered end-to-end technology platform that powers short-term rentals (STRs) for guests, real estate owners, and operators. We have an all-star founding team and leading investors (Oresaya Capital, Nuwa Capital, Global Founders Capital, VentureSouq, Yuj Ventures, and several high-impact family offices and entrepreneurs) with experience in hyper-scaling proptechs and emerging markets technology businesses. In addition to running the largest portfolio of short-term rentals across the GCC, we are building the global technology stack for STR operators and real estate owners to run cutting-edge short-term rental businesses.

Mission

Silkhaus leverages technology to power delightful short-term rental (STR) experiences for travellers and real estate owners across Asia. Silkhaus is the global operating system for STRs.

Values

Built By Owners: We operate with an ownership mindset, driven by integrity and technology, to deliver exceptional experiences for real estate owners and guests.

1+1 = 3: We achieve more together through teamwork, perseverance, and flexibility, fostering excellence and continuous innovation.

Always In Service: We prioritize empathy and excellence, ensuring every guest and real estate partner receives a seamless and memorable experience.

What is the role?

Silkhaus is looking for a Customer Service Associate to join our operations team in Egypt. You will be the first point of contact for our guests and partners, ensuring that every interaction is handled with care, professionalism, and efficiency. The ideal candidate has a strong passion for service, excellent communication skills, and the ability to multitask in a dynamic environment.

What You’ll Do

• Respond to guest inquiries and service requests through phone, email, and chat in a timely and professional manner.
• Coordinate with internal teams (operations, housekeeping, maintenance) to ensure quick issue resolution.
• Maintain accurate records of interactions in the CRM system.
• Monitor and report recurring issues to improve service delivery.
• Ensure a positive and seamless experience for every guest.
• Meet and exceed key performance indicators (response time, resolution rate, and customer satisfaction).
• Escalate complex cases appropriately and follow up until resolution.
• Identify opportunities to enhance customer experience and streamline workflows.
• Support implementation of new procedures and technologies to improve efficiency.

Who You Are

• 1–3 years of experience in customer service, hospitality, call center, or a tech-driven environment.
• Strong communication skills in English and Arabic (written and verbal).
• A positive attitude, patience, and the ability to stay calm under pressure.
• Proficient in using CRM or support tools (e.g., Zendesk, Freshdesk, Salesforce).
• Flexible, reliable, and passionate about delivering excellent service.

What You’ll Get

• Flexible working options and remote work opportunities.
• Generous annual leave policy, including wellness days.
• Competitive salary package.
• The opportunity to work with a fast-growing international team redefining short-term rentals.