English Customer Support Agent

Company Description ETISAL International Group is a leading Business Process Outsourcing (BPO) provider in the Middle and Far East, focused on delivering high-value, innovative customer service solutions. The company specializes in customized outsourcing services that help clients address their unique business needs and focus on their core operations. With global coverage and a strong understanding of diverse cultures and industry best practices, ETISAL International is committed to serving customers with flexibility, transparency, integrity, and passion. The organization values human capital and invests in top-notch practices and state-of-the-art technologies to support clients in various industries. ETISAL International continuously works to enhance its management and operational standards to exceed client expectations. 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 through phone, email, chat, or other communication channels, providing accurate information and resolving inquiries efficiently. Daily tasks include troubleshooting basic issues, logging and updating tickets in the system, and following up to ensure customer satisfaction and issue resolution. The agent will adhere to company policies, quality standards, and performance targets while maintaining professional, clear, and empathetic communication. Collaboration with team members and supervisors to escalate complex cases and share feedback on recurring issues will also be part of the role. Qualifications Strong customer-facing skills, including Customer Support and Customer Service capabilities. Ability to maintain high levels of Customer Satisfaction through proactive follow-up and service quality. Excellent Communication skills in English, both verbal and written. Basic Troubleshooting skills to identify, clarify, and resolve customer issues or escalate when needed. Previous experience in contact centers, BPO, or customer support roles is preferred. Comfort working in an on-site, fast-paced environment with defined performance targets. Good computer literacy and ability to learn new systems and tools quickly. Strong problem-solving, time management, and multitasking abilities. High level of professionalism, integrity, and commitment to inclusive, non-discriminatory customer interactions. Show more Show less