English Customer Support Agent - Chat

Company Description ETISAL International Group is a leading Business Process Outsourcing (BPO) company serving clients across the Middle and Far East. The company focuses on delivering high value, customized, and innovative outsourcing solutions that help clients concentrate on their core business and better serve their own customers. With strong global coverage and a deep understanding of diverse cultures and industry best practices, ETISAL International emphasizes transparency, flexibility, integrity, and a passion for service. The organization values human capital and invests in top-tier technologies and management standards to consistently exceed client expectations.
Role Description The English Customer Support Agent - Chat Account is a full-time, on-site role based in Qesm El Maadi. The agent will handle incoming customer inquiries via chat, provide accurate information about products and services, and resolve issues efficiently while maintaining a professional and courteous tone. Daily tasks include troubleshooting basic problems, documenting interactions, following established procedures and escalation paths, and ensuring timely follow-up when needed. The role also involves working closely with team leaders to meet performance targets, maintain high customer satisfaction, and contribute feedback to improve processes and the overall customer experience.
Qualifications

• Strong Customer Support and Customer Service skills, with the ability to respond promptly and professionally to chat inquiries.
• Demonstrated ability to maintain high levels of Customer Satisfaction and build positive customer relationships.
• Excellent written Communication skills in English, including clear, concise, and polite messaging.
• Basic Troubleshooting skills to identify issues, provide solutions, and escalate complex cases appropriately.
• Ability to work on-site in Qesm El Maadi on a full-time schedule, including potential shifts, weekends, or holidays if required.
• Attention to detail, strong time management, and the ability to handle multiple chats simultaneously.
• Comfort using computer systems, CRM tools, and chat platforms; familiarity with BPO or contact center environments is an advantage.
• Previous experience in customer support or service roles is preferred