Customer Support Agent - English Speakers

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 outsourcing solutions that help partners concentrate on their core business while better serving their own customers. With a strong emphasis on cultural understanding, global coverage, and industry best practices, ETISAL International tailors services to meet unique business needs. The company is committed to transparency, flexibility, integrity, and consistently enhancing management and operational standards. Its teams work with passion to provide first-class quality and to exceed client expectations through innovative approaches and advanced technologies.Role Description The English Customer Support Agent – Voice & Non-Voice is a full-time, on-site position based in Cairo, Egypt. In this role, the agent will handle inbound and outbound customer interactions through phone calls, emails, chat, and other communication channels, providing accurate information and assistance. Daily tasks include resolving inquiries, troubleshooting issues, documenting interactions, and ensuring customer satisfaction in line with company policies and service-level agreements. The agent will collaborate with team members and other departments to escalate and follow up on complex cases, while maintaining professional and empathetic communication. The role also involves adhering to performance targets, participating in training, and contributing to the continuous improvement of support processes.QualificationsStrong customer-facing skills, including Customer Support and Customer Service, with a focus on building trust and maintaining Customer Satisfaction.Excellent Communication abilities in English (spoken and written) for handling both voice and non-voice channels.Ability to perform effective Troubleshooting, identify root causes, and provide clear, practical solutions.Previous experience in a call center, BPO, or customer-facing role is preferred.Comfort working in a fast-paced environment, with strong time management and multitasking skills.Proficiency in basic computer applications and CRM or ticketing systems is an advantage.High level of professionalism, patience, and resilience when dealing with diverse customers and scenarios.