Customer Support Representative (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 specializes in delivering consultative, customized, and innovative outsourcing solutions that address the unique needs of each client. With strong global coverage and cultural awareness, ETISAL International applies industry best practices and advanced technologies to help partners focus on their core businesses and better serve their customers. The company is committed to transparency, flexibility, integrity, and a passion for service, consistently working to enhance operations and exceed client expectations. ETISAL International values human capital and strives to provide first-class quality that increases the value of its clients’ customer relationships.Role Description This full-time hybrid role for a Customer Support Representative (English Speakers) is based in Cairo, Egypt, with the possibility of partial work from home. The role involves handling inbound and outbound customer interactions via phone, email, and chat, ensuring timely and accurate responses in English. Daily tasks include resolving inquiries, troubleshooting basic issues, and providing clear information about products and services while maintaining high standards of customer satisfaction. The representative will document all interactions in the system, follow established procedures, and escalate complex cases when necessary. Collaboration with team members and supervisors to improve processes and share feedback is also an essential part of the role.QualificationsStrong Customer Support and Customer Service skills, with the ability to handle inquiries professionally and efficiently.Proven focus on Customer Satisfaction, including managing expectations and following up to ensure issues are fully resolved.Excellent Communication skills in English, both spoken and written, with clear, courteous, and confident interaction styles.Basic Troubleshooting abilities to identify, analyze, and resolve common customer problems or route them appropriately.Ability to work in a hybrid environment in Cairo, Egypt, maintaining reliability and productivity both on-site and from home.Strong listening skills, patience, and empathy when dealing with diverse customers and situations.Comfort with using CRM systems, call center tools, and standard office software; willingness to learn new platforms.Previous experience in a call center or customer-facing role is an advantage; background in BPO or telecommunications is a plus.High school diploma or equivalent required; further education in business, communications, or related fields is beneficial.