Customer Service agent English Speakers

Company Description ETISAL International Group is a leading Business Process Outsourcing (BPO) company operating across the Middle and Far East, with a strong focus on customer-centric services. The company designs customized outsourcing solutions that help clients focus on their core business while better serving their own customers. ETISAL International leverages global coverage, deep cultural understanding, and industry best practices to deliver high-value, innovative services. The organization emphasizes transparency, flexibility, integrity, and a passion for service, consistently working to exceed client expectations and provide first-class quality. ETISAL International also values human capital and invests in advanced technologies to enhance its management and operational standards.

Role Description The Customer Support Agent | English Speakers B2 is a full-time hybrid role based in Cairo, Egypt, with some work-from-home flexibility. This role involves handling inbound and outbound customer interactions in English, addressing inquiries, resolving issues, and ensuring a positive service experience. The agent will troubleshoot common problems, provide accurate information about products and services, and escalate complex cases when necessary. Daily responsibilities include documenting interactions in the CRM system, following established procedures, and meeting service-level targets for response time and quality. The role also includes participating in training, adhering to company policies, and contributing to continuous improvement in customer satisfaction.

Qualifications

• Strong customer-facing skills, including Customer Support and Customer Service, with a focus on building trust and rapport.
• Demonstrated ability to drive Customer Satisfaction through empathetic listening, problem ownership, and follow-through.
• Excellent Communication skills in English (minimum B2 level), both spoken and written, with clear and professional tone.
• Practical Troubleshooting abilities to identify issues, analyze root causes, and offer effective solutions or workarounds.
• Previous experience in call centers, BPO, or customer-facing roles is an advantage.
• Comfort working in a hybrid environment in Cairo, Egypt, with reliable internet connectivity for remote work.
• Basic computer literacy, including CRM systems, email, and office applications.
• Ability to work in shifts, manage time effectively, and maintain high performance under pressure.

Work Arrangement & Schedule

Model: Flexible Hybrid Setup (On-site in Abbasia + Work from Home

Shifts: 9-hour daytime shifts (Latest shift concludes at 7:00 PM | No overnight rotations

Days Off: 2 consecutive days off weekly Friday & Saturday OR Saturday & Sunday