English Customer Support Agent (Morning Shift)

Company Description ETISAL International Group is a leading Business Process Outsourcing (BPO) company serving clients across the Middle and Far East. The company specializes in delivering customized, high value-added outsourcing solutions that help organizations focus on their core business while enhancing service to their own customers. ETISAL International operates with strong attention to cultural nuances, global coverage, and industry best practices. The organization emphasizes quality, transparency, flexibility, and integrity in all operations. It is committed to leveraging advanced technologies and valuing human capital to consistently exceed client expectations.Role Description The English Customer Support Agent (Morning Shift) is a full-time role based in Cairo, Egypt, with a hybrid work arrangement that allows some work-from-home flexibility. The agent will respond to customer inquiries in English via phone, email, and chat, ensuring timely, accurate, and empathetic support. Day-to-day responsibilities include resolving issues, troubleshooting common problems, providing product or service information, and escalating complex cases when necessary. The role also involves tracking interactions in the CRM system, following established procedures, and contributing to continuous improvement of customer satisfaction. The agent will collaborate with team members and supervisors to meet performance targets, uphold service quality standards, and represent ETISAL International’s values in every interaction.QualificationsStrong customer-facing skills, including Customer Support and Customer Service, with a focus on delivering professional, courteous assistance.Demonstrated ability to maintain high Customer Satisfaction through proactive problem solving and a service-oriented mindset.Excellent Communication skills in English, both spoken and written, with clear, respectful, and concise interaction style.Basic to intermediate Troubleshooting skills to identify issues, guide customers through solutions, and know when to escalate.Previous experience in a call center, BPO, or customer-facing role is preferred.Comfort with using computer systems, CRM tools, and standard office applications.Ability to work morning shifts on a full-time basis in a hybrid setup in Cairo, Egypt.Strong listening skills, patience, resilience under pressure, and commitment to confidentiality and data protection.