English Customer Support Executive

Company Description ETISAL International Group is one of the leading Business Process Outsourcing (BPO) companies in the Middle and Far East, focused on delivering high value, innovative customer-centric services. The company designs customized outsourcing solutions that help clients concentrate on their core business while improving how they serve their own customers. With global coverage and strong awareness of diverse cultures, ETISAL International integrates industry best practices and advanced technologies into its service offerings. The organization emphasizes transparency, operational flexibility, integrity, and a passion for service, consistently working to exceed client expectations. ETISAL International also places significant importance on human capital, fostering a culture of quality and professional development.

Role Description The English Customer Support Executive is a full-time, on-site role based in Cairo, Egypt. The role involves handling incoming customer inquiries in English through phone, email, and online channels, providing accurate information, troubleshooting issues, and offering timely solutions. The executive will maintain detailed records of interactions, escalate technical or complex problems to the appropriate teams, and follow up to ensure resolution and customer satisfaction. Daily tasks include adhering to service level agreements, using support systems and tools effectively, and contributing feedback to improve processes and customer experience. The role also requires collaboration with colleagues and supervisors to meet performance targets and uphold ETISAL International's service standards.

Qualifications

• Strong customer-facing skills in Customer Support and Customer Service, with a focus on clear communication and empathy.
• Ability to manage Customer Satisfaction activities, including handling feedback, resolving complaints, and ensuring positive service experiences.
• Experience providing Online Support through email, chat, or web-based platforms, using CRM or ticketing systems.
• Basic to intermediate Technical Support capabilities, including understanding common customer issues and coordinating with technical teams.
• Excellent spoken and written English; additional language skills are an advantage.
• Previous experience in call centers, BPO, or customer service environments is preferred.
• Proficiency in computer applications, fast and accurate typing, and ability to learn new systems quickly.
• Strong problem-solving skills, resilience under pressure, and ability to work in shifts when required.
• High school diploma or bachelor's degree in any field is preferred.