English Customer Support / Morning Shift

Company Description ETISAL International Group is a leading Business Process Outsourcing (BPO) company in the Middle and Far East, focused on delivering high value, innovative, and customer-centric services. The company provides customized outsourcing solutions that address each client's unique business needs, enabling them to focus on their core activities. With strong global coverage and an understanding of diverse cultures, ETISAL International applies industry best practices to enhance customer experiences. The organization emphasizes quality, transparency, flexibility, integrity, and a passion for service in every client interaction. ETISAL International is committed to continuous improvement, leveraging human capital and advanced technologies to consistently exceed client expectations.

Role Description The English Customer Support / Morning Shift role is a full-time hybrid position based in Cairo, Egypt, with some flexibility for working from home. In this role, you will handle inbound and outbound customer interactions in English via phone, email, and chat, ensuring timely and accurate responses to inquiries, issues, and requests. You will troubleshoot basic service-related problems, provide clear guidance, and escalate more complex cases according to established procedures. Daily tasks include documenting customer interactions, updating records in internal systems, and following up to ensure resolution and customer satisfaction. You will collaborate with team members and supervisors to share feedback, suggest improvements, and participate in ongoing training to maintain high service standards.

Qualifications

• Strong spoken and written English communication skills, with the ability to explain information clearly and professionally.
• Customer Service skills, including active listening, problem-solving, and a customer-focused mindset.
• English Teaching or Training experience that supports guiding customers through processes or explaining services effectively.
• Translation or language-support skills that help in clarifying information and supporting non-native speakers when needed.
• Basic computer literacy and ability to work with CRM systems, email platforms, and online communication tools.
• Ability to work morning shifts in a hybrid model (on-site in Cairo with some work-from-home days), while meeting attendance and performance standards.
• Previous experience in a call center, BPO, or customer support environment is an advantage.
• High school diploma or higher education; relevant certifications in customer service or languages are a plus.