Customer Support Agent - English Speakers

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 address each client's unique business needs and help them concentrate on their core operations. With strong global coverage and deep cultural understanding, ETISAL International integrates industry best practices and advanced technologies into its services. The organization emphasizes quality, transparency, flexibility, integrity, and a strong commitment to human capital. Its goal is to consistently exceed client expectations through innovative customer-focused services.
Role Description The Customer Support Agent – English Speakers role is a full-time, on-site position based in Cairo, Egypt. The agent will handle inbound and outbound customer interactions in English, respond to inquiries, provide accurate information, and resolve issues in a timely and professional manner. Daily tasks include troubleshooting basic service or product problems, documenting cases, escalating complex issues when needed, and following up to ensure customer satisfaction. The role involves working with internal systems and tools, adhering to company policies and service level standards, and contributing to continuous improvement of customer support processes. The agent is expected to maintain a positive, service-oriented attitude and represent ETISAL International's values in every customer interaction.
Qualifications

• Strong Customer Support and Customer Service skills, with the ability to manage inquiries and resolve issues effectively.
• Focus on Customer Satisfaction, including empathy, patience, and a commitment to delivering a high-quality customer experience.
• Excellent Communication skills in English, both spoken and written, with clear and professional interaction across channels.
• Basic Troubleshooting skills to identify problems, provide solutions, and escalate when necessary.
• Previous experience in call centers, BPO, or customer-facing roles is an advantage.
• Ability to work on-site in Cairo, Egypt, in rotating shifts if required.
• Strong time management, attention to detail, and ability to work in a fast-paced environment.
• Proficiency with computer systems, CRM tools, and standard office applications.