CX Investigation Specialist
Bosta
Cairo Governorate, Egypt
Posted on Dec 16, 2025
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.