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, high-value outsourcing solutions that help partners concentrate on their core business while better serving their own customers. With strong attention to cultural diversity and global coverage, ETISAL International applies industry best practices and advanced technologies to all service offerings. The company emphasizes transparency, flexibility, integrity, and a commitment to exceeding client expectations. ETISAL International also prioritizes the development and appreciation of human capital, fostering a supportive and performance-driven work environment.
Role Description This full-time, on-site role is based in Cairo, Egypt and focuses on outbound customer support and email communication in English. The Customer Support Agent will handle outbound calls and email interactions to address customer inquiries, provide information about products or services, and follow up on existing requests. Daily tasks include resolving issues, documenting interactions in the system, escalating complex cases to the appropriate teams, and ensuring timely and accurate responses. The role involves maintaining high standards of customer satisfaction by using clear communication, active listening, and problem-solving skills. The agent will collaborate with team members and supervisors to meet performance targets and contribute to continuous improvement in customer service processes.
Qualifications
* Strong customer-facing skills, including Customer Support, Customer Service, and Customer Satisfaction, with a commitment to delivering a positive experience.
* Excellent Communication skills in English, both written and verbal, suitable for outbound calls and professional email correspondence.
* Ability to perform effective Troubleshooting, identify root causes of issues, and provide clear, practical solutions to customers.
* Previous experience in a contact center, BPO, or customer support environment is preferred.
* Comfort working with CRM or ticketing systems and basic computer applications (email, office productivity tools).
* Strong time management, attention to detail, and the ability to work in a fast-paced, target-driven environment.
* Willingness to work on-site in Cairo, Egypt, with flexibility for shift-based schedules as required.
