English Customer Support Agent- Chat Account

Company Description ETISAL International Group is a leading Business Process Outsourcing (BPO) company serving clients across the Middle and Far East. The organization focuses on delivering customized, high value BPO solutions that help partners concentrate on their core business while enhancing service to their own customers. ETISAL International combines global coverage with deep cultural understanding and industry best practices to provide tailored outsourcing services. The company emphasizes transparency, flexibility, integrity, and a passion to serve, continuously working to improve management and operational standards. Human capital, quality, and state-of-the-art technologies are central to its commitment to exceeding client expectations.
Role Description The Customer Support Agent – English Account is a full-time, on-site role based in Qesm El Maadi. In this position, the agent responds to customer inquiries in English via phone, email, and other communication channels, ensuring timely, accurate, and professional support. Daily tasks include identifying customer needs, providing clear information, troubleshooting service or product issues, and documenting interactions in the designated systems. The role involves maintaining up-to-date knowledge of client offerings, following established procedures, and escalating complex cases when necessary. The agent is expected to contribute to customer satisfaction by delivering courteous, efficient service and adhering to ETISAL International's quality standards and performance targets.
Qualifications

• Strong Customer Support and Customer Service skills, with the ability to handle inquiries efficiently and professionally.
• Proven focus on Customer Satisfaction, including empathetic listening and proactive follow-up to resolve concerns.
• Excellent Communication skills in English, both verbal and written, with clear, respectful, and structured interactions.
• Ability to perform effective Troubleshooting, identifying issues and guiding customers through appropriate solutions.
• Basic computer literacy and proficiency with CRM or contact center tools.
• Ability to work on-site in Qesm El Maadi and adhere to full-time shift schedules.
• Strong attention to detail, reliability, and ability to work in a fast-paced, target-driven environment.
• Previous experience in a call center or customer-facing role is an advantage.