English Customer Support Agent - Outbound - Morning shift

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 high value, customized, and innovative outsourcing solutions that address the unique needs of each client and their customers. With strong attention to cultural nuances and industry best practices, ETISAL International provides global coverage and tailored service models. The organization emphasizes transparency, flexibility, integrity, and a passion for service, continually enhancing its management and operational standards. ETISAL International values human capital and leverages advanced technologies to help partners improve customer experience and business performance.
Role Description The English Customer Support Agent is a full-time, on-site role based in Qesm El Maadi. The agent will handle incoming customer inquiries in English via phone, email, and chat, providing accurate information and timely resolutions. Daily responsibilities include troubleshooting basic service issues, documenting interactions in the system, and following established procedures and service levels. The role involves maintaining high standards of customer satisfaction, escalating complex cases when needed, and collaborating with team members and supervisors to improve processes. The agent is expected to uphold ETISAL International's service quality, adhere to company policies, and contribute to a positive and professional work environment.
Qualifications

• Candidates should possess strong Customer Support and Customer Service skills, with a focus on handling inquiries professionally and efficiently.
• Candidates should possess solid Communication skills, including clear verbal and written English and active listening abilities.
• Candidates should possess Customer Satisfaction skills, with an emphasis on empathy, patience, and maintaining a service-oriented attitude.
• Candidates should possess Troubleshooting skills to identify issues, follow standard resolutions, and escalate when necessary.
• Previous experience in call centers, BPO, or customer-facing roles is beneficial.
• Ability to work on-site in Qesm El Maadi and adhere to full-time shift schedules.
• Basic computer literacy and familiarity with CRM or ticketing systems are advantageous.