Customer Support Agent - English Speakers

Company Description ETISAL International Group is one of the leading Business Process Outsourcing (BPO) companies serving clients across the Middle and Far East. The company focuses on delivering high value-based, customized, and innovative outsourcing solutions that address each client's unique business needs. With strong global coverage and awareness of diverse cultures, ETISAL International applies industry best practices and advanced technologies to support clients in focusing on their core businesses. The organization emphasizes transparency, flexibility, integrity, and a strong commitment to exceeding client expectations. ETISAL International values human capital and strives to maintain first-class quality in every customer interaction.
Role Description The Customer Support Agent – English Speakers is a full-time, on-site role based in Qesm El Maadi. In this position, the agent will handle incoming customer inquiries in English via phone, email, or chat, providing accurate information and timely assistance. The role involves resolving issues, troubleshooting basic technical or service-related problems, and escalating complex cases to the appropriate teams when needed. The agent will maintain detailed records of interactions, follow company procedures and service scripts, and contribute to high customer satisfaction by offering professional, courteous, and solution-oriented support. The position also requires collaborating with colleagues and supervisors to improve processes and ensure consistent customer service quality.
Qualifications

• Strong customer-facing skills, including Customer Support and Customer Service, with a focus on building trust and rapport.
• Proven ability to drive Customer Satisfaction through empathetic interaction and effective problem resolution.
• Excellent Communication skills in English, both spoken and written, with clear and professional phone and digital etiquette.
• Basic Troubleshooting abilities to identify issues, guide customers through solutions, and escalate when necessary.
• Previous experience in a call center, BPO, or customer service environment is preferred.
• Ability to work on-site in Qesm El Maadi in rotating shifts, including evenings, weekends, or holidays as needed.
• Strong attention to detail, reliability, and the capacity to work under pressure while meeting performance targets.
• Proficiency in using computer systems, CRM tools, and standard office software; familiarity with ticketing systems is a plus.