English Customer Support Agent voice & Non- Voice

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 address each client’s unique business needs and help them focus on their core operations. With a strong commitment to quality, cultural awareness, and industry best practices, ETISAL International leverages state-of-the-art technologies to support diverse sectors. The company places significant emphasis on transparency, flexibility, integrity, and a passion for service, consistently working to exceed client expectations. ETISAL International values human capital and fosters a collaborative environment for team members and partners. Role Description The English Customer Support Agent is a full-time, on-site role based in Cairo, Egypt. The agent will handle inbound and outbound customer interactions in English, responding to inquiries, resolving issues, and providing accurate information about products and services. Daily responsibilities include documenting customer cases, following up on open tickets, and escalating complex problems to the appropriate teams when needed. The role involves maintaining high standards of customer satisfaction, adhering to company policies and procedures, and meeting performance targets related to response times, quality, and professionalism. The agent will collaborate with colleagues and supervisors to share insights, improve processes, and contribute to a positive customer experience. Qualifications Strong customer-facing skills, including Customer Support, Customer Service, and a focus on Customer Satisfaction. Excellent Communication abilities in English, both verbal and written, with clear and professional interaction styles. Effective Troubleshooting skills to identify issues, analyze root causes, and provide practical solutions or escalate appropriately. Ability to work on-site in Cairo, Egypt, and maintain reliability in attendance and punctuality. Basic computer literacy, including familiarity with CRM systems, call center software, and email communication tools. Proven ability to remain calm under pressure, handle high-volume customer interactions, and manage time efficiently. Previous experience in a call center or customer support environment is an advantage. Show more Show less