Customer Support Agent - English Speakers

Company Description ETISAL International Group is one of the leading Business Process Outsourcing (BPO) companies in the Middle and Far East, with a strong focus on customer-centric services. The company designs consultative and customized outsourcing solutions that address the unique needs of each client, helping them focus on their core business and better serve their own customers. ETISAL International combines global coverage, deep cultural understanding, and industry best practices with state-of-the-art technologies to deliver high-value, innovative services. The organization is committed to transparency, flexibility, integrity, and a passion for service, continually enhancing its management and operational standards. ETISAL International values human capital and strives to consistently exceed client expectations through first-class quality and strong partner relationships. Role Description The Customer Support Agent – English Speakers is a full-time, on-site role based in Cairo, Egypt. In this position, the agent will handle inbound and outbound customer interactions in English via phone, email, chat, or other channels, providing accurate information and support. Daily tasks include responding to inquiries, resolving issues, performing basic troubleshooting, and ensuring that customers receive clear and courteous service. The agent will document interactions in the relevant systems, follow established procedures and scripts where appropriate, and escalate complex cases to the appropriate teams. The role also involves maintaining high customer satisfaction levels, meeting performance targets, and collaborating with colleagues and supervisors to improve service quality. Qualifications Strong customer-facing skills, including experience in Customer Support and Customer Service. Ability to maintain high Customer Satisfaction, with a focus on empathy, patience, and problem ownership. Excellent Communication skills in English, both spoken and written, with clear and professional style. Basic Troubleshooting abilities to identify issues, provide step-by-step guidance, and follow technical or procedural scripts. Comfort working in a fast-paced contact center environment and meeting defined performance metrics. Strong attention to detail, reliability, and time management, with the ability to follow structured workflows. Willingness to work in shifts, including evenings, weekends, and holidays as required by business needs. Show more Show less