Company Description ETISAL International Group is a leading Business Process Outsourcing (BPO) company in the Middle and Far East, dedicated to delivering high value-based and innovative customer-focused services. The company specializes in customized outsourcing solutions that address the unique needs of each client, helping them focus on their core business and better serve their own customers. With global coverage and a strong understanding of diverse cultures, ETISAL International integrates industry best practices and advanced technologies into its operations. The organization is committed to transparency, flexibility, integrity, and a passion for service, continually enhancing its management and operational standards. ETISAL International values human capital and strives to consistently exceed client expectations through first-class quality and service excellence.
Role Description The Bilingual Customer Support Representative is a full-time, on-site role based in Cairo. The representative will handle incoming customer inquiries via phone, email, and chat, providing clear, accurate, and timely information in both languages required for the role. Daily tasks include resolving customer issues, troubleshooting basic technical or service-related problems, and documenting interactions in the customer support system. The role involves ensuring high levels of customer satisfaction by following established procedures, escalating complex issues when necessary, and maintaining professional communication standards. The representative will also collaborate with team members and other departments to improve processes, share feedback from customers, and support continuous service improvement.
Qualifications
- Strong Customer Support and Customer Service skills, with the ability to manage inquiries efficiently and professionally.
- Proven focus on Customer Satisfaction, including empathy, patience, and a customer-centric mindset.
- Excellent Communication skills in both required languages, with clear verbal and written abilities.
- Basic Troubleshooting skills to identify, clarify, and resolve service or technical issues.
- Previous experience in a call center or BPO environment is an advantage.
- Ability to work on-site in Cairo on a full-time basis and adapt to shift schedules if required.
- Good computer literacy and comfort using CRM or ticketing systems.
- High level of integrity, reliability, and attention to detail, with strong teamwork and time management abilities.
