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, consultative, and innovative outsourcing solutions that address each client’s unique business needs. With strong global coverage and an understanding of diverse cultures, ETISAL International applies industry best practices and advanced technologies to support its partners. The company emphasizes transparency, flexibility, integrity, and a passion to serve while continuously enhancing its management and operational standards. Its goal is to help clients concentrate on their core business while ETISAL International works to exceed customer expectations and increase client value.
Role Description This is a full-time, on-site Customer Service Agent role based in Cairo, Egypt, requiring English language proficiency at B1+ level. The Customer Service Agent will handle inbound and outbound customer interactions via phone, email, and chat, providing accurate information and resolving inquiries in a timely manner. Daily responsibilities include documenting customer issues, following established procedures, escalating complex cases when needed, and maintaining service quality standards. The role also involves tracking customer feedback, supporting customer experience improvement initiatives, and collaborating with team members and supervisors to meet performance targets.
Qualifications
* Candidates should possess skills in Customer Service and Customer Support to handle inquiries and resolve issues effectively.
* Candidates should possess skills in Customer Experience and Customer Satisfaction to ensure positive interactions and sustained client loyalty.
* Candidates should possess skills relevant to working as Customer Service Representatives, including professionalism and empathy in all communications.
* English language proficiency at B1+ level (speaking, reading, and writing).
* Strong communication, active listening, and problem-solving skills.
* Ability to work on-site in Cairo, Egypt, in a full-time, shift-based environment.
* Comfort with computer systems, CRM tools, and typing with accuracy.
* Previous experience in call centers or customer-facing roles is an advantage.
