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 address each client's unique business needs. ETISAL International combines global coverage with deep cultural understanding and industry best practices to help partners focus on their core business. The organization prioritizes quality, human capital, and the use of advanced technologies to enhance client value. It continuously works to improve transparency, flexibility, integrity, and service standards to exceed client expectations.
Role Description This is a full-time, on-site role based in Cairo, Egypt for English-speaking customer care representatives in both voice and non-voice channels. The role involves handling inbound and outbound customer interactions via phone, email, chat, and other digital platforms, providing accurate information, resolving inquiries, and addressing complaints in a professional manner. Responsibilities include documenting customer interactions, updating records in the system, following established procedures, and escalating complex issues when necessary. Team members are expected to meet performance targets, adhere to quality and compliance standards, and contribute to a positive customer experience. Collaboration with supervisors and colleagues to share feedback, improve processes, and support continuous service enhancement is also part of the daily work.
Qualifications
- Strong English communication skills in speaking and writing, with clear pronunciation and professional tone.
- Customer service skills, including active listening, problem solving, empathy, and conflict resolution.
- Comfort using computers, CRM systems, and common office applications; ability to learn new tools quickly.
- Ability to work in shifts, maintain punctuality, and perform effectively in a fast-paced contact center environment.
- Attention to detail in documenting interactions and following procedures, with good organizational skills.
- Previous experience in customer care, call centers, or BPO environments is an advantage but not mandatory.
- High school diploma or equivalent; further education in business, communication, or related fields is a plus.
- Professional attitude, reliability, and commitment to delivering excellent service to diverse customers.
