Customer Support agent / Dubai english Account

Company Description ETISAL International Group is a leading Business Process Outsourcing (BPO) provider serving clients across the Middle and Far East. The company focuses on delivering customized, high-value outsourcing solutions that help organizations concentrate on their core business and better serve their own customers. With strong attention to cultural nuances and industry best practices, ETISAL International offers global coverage and tailored service models. The organization emphasizes transparency, flexibility, integrity, and a passion for service, aiming to exceed client expectations. ETISAL International also values human capital and invests in quality standards, advanced technologies, and continuous improvement in management and operations.

Role Description The Customer Support Agent / Dubai English Account is a full-time, on-site role based in Cairo, Egypt. The role involves handling inbound and outbound customer interactions in English for the Dubai market, addressing inquiries, resolving issues, and providing accurate information about products and services. The agent will document customer interactions, update account information, and follow established procedures and service level agreements. Daily tasks include managing calls and messages, escalating complex cases, and coordinating with internal teams to ensure timely resolution. The role also includes maintaining a professional tone, adhering to quality and compliance standards, and contributing to a positive customer experience.

Qualifications

• Strong customer service and communication skills, including clear spoken and written English suitable for the Dubai market.
• Ability to manage high-volume customer interactions, handle complaints, and apply problem-solving techniques in real time.
• Comfort with call center technologies, CRM systems, and basic computer applications such as email, spreadsheets, and data entry tools.
• Attention to detail, reliability, and the ability to follow structured processes while meeting performance targets and service levels.
• Demonstrated teamwork skills, adaptability to shift-based work, and a professional, customer-focused attitude in a fast-paced environment.
• Previous experience in customer support, call centers, or BPO environments is preferred but not mandatory.
• High school diploma or equivalent; post-secondary education in business, communications, or related fields