Cuatomer Europe Support (Morning Shifts)

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 delivering high value-based, innovative customer solutions. The company specializes in customized, consultative services that address the unique outsourcing needs of each client, enabling them to focus on their core business. With a commitment to global coverage, cultural understanding, and industry best practices, ETISAL International aims to exceed client expectations. The organization values transparency, flexibility, integrity, and a passion for service, while investing in human capital and state-of-the-art technologies to maintain first-class quality.Role Description This is a full-time, on-site Support Agent role based in Cairo, working morning shifts and supporting English-speaking customers. The Support Agent will handle incoming calls, emails, and chats to respond to customer inquiries, resolve issues, and provide accurate information in a courteous and professional manner. Responsibilities include documenting interactions, following standard operating procedures, and escalating complex cases to the appropriate teams when needed. The role also involves following performance and quality guidelines, meeting defined service level targets, and contributing to continuous improvement efforts. Support Agents will collaborate with team leaders and colleagues to maintain a positive, customer-centric environment and ensure consistent service excellence.QualificationsFluent in EnglishCustomer service and problem-solving skills, including active listening, empathy, and the ability to manage difficult or escalated situations calmly.Basic technical proficiency, including comfort using computers, CRM or contact center systems, and common office applications.Time management and organizational skills, with the ability to handle multiple tasks, follow procedures, and meet targets in a fast-paced environment.Previous experience in customer support field at least 3 Months High school diploma or equivalent required; further education in business, communications, or related fields is a plus.Willingness to work morning shifts on-site in Cairo and to participate in training and coaching to continuously improve performance.