English Customer Support & KYC Verification Agent

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 outsourcing solutions that support each client's unique business needs and help them concentrate on their core operations. ETISAL International combines deep cultural understanding, global coverage, and industry best practices to provide consultative and innovative services. The company places strong emphasis on service quality, human capital, advanced technologies, and continuous improvement in management and operational standards. Its culture is rooted in transparency, flexibility, integrity, and a passion for exceeding client expectations.

Role Description The English Customer Support & KYC Verification Agent is a full-time, on-site role based in El Abasia El Qeblia. In this position, the agent provides professional customer support in English through phone, email, and chat, responding to inquiries, resolving issues, and ensuring a positive customer experience. The role includes performing KYC (Know Your Customer) verification by reviewing documentation, validating customer information, and ensuring compliance with internal policies and regulatory requirements. Day-to-day tasks involve handling customer requests, troubleshooting service problems, documenting interactions in the system, and escalating cases as needed. The agent collaborates with team members and supervisors to improve processes, maintain service quality, and contribute to high customer satisfaction scores.

Qualifications

• Strong Customer Support and Customer Service skills, with the ability to handle customer inquiries and issues professionally, efficiently, and courteously.
• Customer Satisfaction focused, with the ability to build trust, manage expectations, and follow up effectively on unresolved cases.
• Excellent English Communication skills, both spoken and written, with clear, professional, and concise communication across different channels.
• Video Call & Customer Verification: The agent will conduct video calls with customers to verify their identity, confirm that the customer is the correct person, and visually review and validate the required identification documents, contracts, and supporting documentation.
• Solid Troubleshooting capabilities to identify problems, understand root causes, and provide effective solutions.
• Strong Attention to Detail and Accuracy when performing KYC verification, reviewing documents and contracts, and entering customer data.
• Basic understanding of Compliance and Data Privacy principles, particularly those related to customer identity verification, KYC procedures, and handling confidential information.
• Bachelor's Degree is required in any relevant field.
• On-site Availability: Ability to work on-site in El Abasia El Qeblia and adapt to shifting priorities in a fast-paced contact center environment.
• Technical Skills: Comfortable using CRM systems, ticketing tools, video-call platforms, and standard office software.
• Experience: Previous BPO, call center, customer service, or KYC/verification experience is an advantage.