Operation Specialist

Join Our Team! Orkin Egypt Is Hiring

Job Title: Operations Specialist

Company: Orkin Egypt

Location: Tanta, Egypt

Employment Type: Full-Time

About Orkin Egypt

Orkin Egypt is a leading provider of pest control and hygiene solutions, part of Orkin International — one of the world’s largest and most trusted pest management companies. We are committed to delivering exceptional service quality through advanced systems, professional teams, and continuous operational excellence.

Job Objective

To ensure exceptional service delivery, optimized team performance, and consistent quality control across all customer interactions and technical operations. The Operations Specialist acts as the communication bridge between clients, the operations team, and management—ensuring service excellence and operational efficiency.

Core Responsibilities

A. Customer Service Management

• Serve as the primary contact for all customer inquiries, complaints, and feedback.
• Respond to clients professionally and promptly across all channels (email, phone, WhatsApp).
• Log all client interactions into the ERP system for traceability and performance monitoring.
• Conduct proactive follow-ups after service completion to ensure customer satisfaction.
• Support sales and operations teams in resolving issues and maximizing customer retention.

B. Scheduling & Coordination

• Manage and optimize daily and weekly service schedules for technical teams.
• Assign service routes based on location, workload, and technician specialization.
• Maintain updated schedules in the ERP system and communicate changes promptly.
• Coordinate with warehouse and logistics to ensure materials and equipment readiness.
• Handle urgent service requests and adjust priorities when needed.

C. Service Report Audit & Review

• Review all completed service reports before closing jobs in the ERP system.
• Verify accuracy, completeness, and compliance with company standards (treatment details, chemicals used, signatures, photos).
• Identify missing information and follow up with technicians for corrections.
• Conduct periodic random audits to ensure consistency and quality.

D. Technical Performance & Quality Control

• Evaluate technician performance using KPIs (punctuality, service accuracy, customer feedback).
• Perform periodic field inspections to validate service quality.
• Identify training needs and recommend refresher courses or technical updates.
• Escalate repeated non-compliance cases to management.
• Maintain performance logs for all field teams.

Reporting & Documentation

Generate weekly and monthly reports covering:

• Customer satisfaction and complaint metrics
• Scheduling efficiency and missed appointments
• Audit results and compliance rates
• Technician performance insights

Present data-driven recommendations to management for continuous improvement.

Interdepartmental Coordination

• Collaborate with Operations, HR, and Training to align workforce capacity with service demands.
• Coordinate with Finance for billing adjustments or customer credits related to service quality.
• Support Marketing and Sales with customer insights for retention and improvement initiatives.

Tools & Systems

• Utilize ERP/CRM platforms for customer records, scheduling, and reporting.
• Ensure all data entries are accurate and timely.
• Support digital transformation (NFC, GPS tracking, automated reports) for improved transparency and efficiency.

KPIs & Success Indicators

• Customer Satisfaction Rate: > 90%
• Response Time to Client Requests: Within 24 hours
• Service Report Accuracy: > 95%
• On-Time Service Completion: > 95%
• Reduction in customer complaints and reservice calls

How to Apply

If you’re detail-oriented, organized, and passionate about operational excellence, we’d love to meet you!

Please submit your CV through the application form on this page.