English Customer Support Agent - Morning Shifts

Company Description ETISAL International Group is a leading Business Process Outsourcing (BPO) company serving clients across the Middle and Far East. The company focuses on delivering high-value, customized outsourcing solutions that address each client’s specific business needs and help them focus on their core operations. ETISAL International combines global coverage, cultural awareness, and industry best practices to provide tailored customer service experiences. The organization emphasizes transparency, flexibility, integrity, and a strong passion for service. It also values human capital and invests in advanced technologies to consistently enhance management and operational standards while exceeding client expectations.Role Description This is a full-time English Customer Support Agent role based in Cairo, Egypt, with a hybrid work model that combines on-site work with some work-from-home flexibility. The agent will handle inbound and outbound customer interactions in English, responding to inquiries via phone, email, or chat and ensuring timely, accurate, and courteous support. Daily tasks include identifying customer needs, troubleshooting basic issues, providing clear information about products and services, and escalating complex cases when necessary. The role also involves documenting interactions in the system, following established procedures, and contributing to continuous improvement of service quality. The agent will work morning shifts and is expected to meet performance targets related to response time, service quality, and customer satisfaction.QualificationsStrong Customer Support and Customer Service skills, with the ability to handle inquiries and concerns professionally and empathetically.Proven focus on Customer Satisfaction, including the ability to manage expectations, resolve issues, and maintain a positive customer experience.Excellent Communication skills in English, both spoken and written, with clear, concise, and respectful interaction across channels.Basic Troubleshooting abilities to identify issues, provide step-by-step guidance, and escalate technical problems when needed.High level of reliability, time management, and attention to detail, especially in a contact-center or customer-facing environment.Comfort working in a hybrid setup in Cairo, Egypt, with the flexibility to adapt to morning shifts and team schedules.Previous experience in BPO, call centers, or customer support is preferred but not mandatory; training will be provided.Minimum high school diploma; a college degree or relevant certifications in customer service or communication are a plus.