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 high-value, customized, and innovative outsourcing solutions that address each client’s unique business needs. ETISAL International emphasizes cultural understanding, industry best practices, and advanced technologies to help partners concentrate on their core business and better serve their customers. The company is committed to transparency, flexibility, integrity, and a strong passion for service. Its teams continuously work to exceed client expectations while appreciating the value of human capital and first-class quality standards.
Role Description This is a full-time, on-site Voice & Chat English Customer Service role based in Cairo, Egypt. The role involves handling inbound and outbound customer interactions via phone and chat, providing accurate information, and resolving inquiries in a timely and professional manner. Responsibilities include addressing customer concerns, documenting interactions in the system, following company procedures, and escalating issues when necessary. Team members are expected to maintain high service quality, adhere to performance metrics, and collaborate with colleagues and supervisors to improve processes. The role requires consistent use of English in both spoken and written communication to support international clients.
Qualifications
* Strong English communication skills, including clear spoken communication and professional writing.
* Customer Service experience with a focus on problem-solving, patience, and client satisfaction.
* Background in English Teaching, Training, or coaching is an advantage, especially for guiding customers effectively.
* Translation skills between English and Arabic are beneficial for supporting diverse customer needs.
* Ability to work on-site in Cairo, Egypt, in rotating shifts if required.
* Basic computer literacy and ability to learn new CRM or contact center systems quickly.
* Strong listening skills, attention to detail, and ability to follow structured processes.
* Previous experience in a call center or BPO environment is preferred but not mandatory.
