Our Agents

Why Hemousa?

Hemousa is a cutting-edge startup from Egypt that brings together a wealth of expertise in customer service. We are dedicated to assembling a team of multilingual professionals who excel in delivering exceptional customer experiences. Our mission is to bridge cultural gaps and provide seamless support to clients worldwide, ensuring every interaction is handled with the utmost care and professionalism.

Our founders and management team possess extensive experience in the field of customer service outsourcing. Having built and operated international contact centers, they have a deep understanding of the complexities involved in managing large-scale customer service operations. This experience allows us to blend global best practices with local insights, creating a robust framework that addresses the unique needs of each client.

At Hemousa, we are committed to achieving the highest standards of Customer Satisfaction (CSAT) and First Contact Resolution (FCR). We meticulously adhere to Service Level Agreements (SLAs) and other Key Performance Indicators (KPIs) to ensure that our clients receive the best possible service. Our focus on these metrics drives us to continuously improve and innovate, setting new benchmarks in the customer service industry.

Our organization is truly international, with a diverse team that includes staff, partners, and remote workers from all over the world, including Europe, the USA, Asia, and the Americas. This global presence allows us to understand and cater to the various cultural nuances that can impact customer service. We are adept at finding the right agents with the appropriate skills and placing them in roles where they can deliver maximum value at the right cost. This strategic approach enables us to provide customized solutions that meet the specific needs of each client.

Whether you require a single outstaffed agent managed by your own team or a comprehensive turnkey solution that fully outsources your customer service activities, Hemousa is prepared to deliver. Our CEO and Head of Operations are personally involved in ensuring that we provide the highest quality service. We take a hands-on approach to every project, working closely with our clients to understand their goals and challenges. We look forward to engaging with you during our Quarterly Business Reviews (QBR) to discuss performance, share insights, and plan for future success.

Our Selection Criteria

At Hemousa, we take pride in our meticulous selection process for customer service agents. We believe that the quality of our service is directly linked to the expertise and experience of our team. Our agents are selected based on their extensive knowledge and proven track record in key areas such as e-commerce, technical support, telesales, and more.

Our selection criteria are designed to ensure that we only hire the best. Each candidate goes through a rigorous vetting process that includes multiple interviews, skill assessments, and background checks. We look for individuals who not only have the necessary technical skills but also possess strong communication abilities, cultural awareness, and a passion for customer service.

By focusing on these essential areas, we ensure that our agents are well-equipped to handle a wide range of customer service scenarios. Whether it's assisting customers with online purchases, troubleshooting technical issues, or closing sales over the phone, our agents have the expertise to deliver exceptional results. This commitment to quality allows us to provide a level of service that consistently exceeds our clients' expectations.