Company Description ETISAL International Group is a leading Business Process Outsourcing (BPO) provider serving clients across the Middle and Far East. The company specializes in customized, consultative outsourcing solutions that help organizations focus on their core business while improving service to their own customers. With a strong emphasis on cultural understanding, industry best practices, and advanced technologies, ETISAL International delivers high value-based and innovative services. The organization is committed to transparency, flexibility, integrity, and a passion for service, continuously enhancing its management and operational standards to exceed client expectations. ETISAL International values human capital and strives to provide partners with first-class quality and measurable impact on customer satisfaction.
Role Description The Customer Support Agent – English Speakers is a full-time, on-site role based in Qesm El Maadi. In this position, the agent will handle inbound and outbound customer interactions in English, respond to inquiries, resolve issues, and provide accurate information about products and services. The role involves troubleshooting customer concerns, documenting interactions in internal systems, and following established procedures and service level agreements. The agent will work closely with team members and supervisors to escalate complex cases, share feedback from customers, and contribute to continuous improvement of service quality. Maintaining a professional, empathetic, and solution-oriented approach in every interaction is essential.
Qualifications
* Strong Customer Support and Customer Service skills, with the ability to manage inquiries and issues effectively.
* Demonstrated focus on Customer Satisfaction, including follow-up and ensuring resolution meets customer needs.
* Excellent Communication skills in English, both spoken and written, with clear, courteous, and professional delivery.
* Ability to perform basic Troubleshooting, identify root causes, and guide customers through practical solutions.
* Prior experience in call centers or BPO environments is an advantage.
* Comfort working in an on-site, shift-based environment in Qesm El Maadi.
* Good problem-solving, time management, and multitasking abilities.
* High level of reliability, integrity, and customer-focused attitude.
* Proficiency with computer systems, CRM tools, and standard office applications.
* Relevant education or training in business, communication, or related fields is preferred.
