Upselling| Customer Support Agents

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, and innovative outsourcing solutions that address each client’s unique business needs. With global coverage and strong cultural understanding, ETISAL International applies industry best practices to help partners focus on their core business and better serve their customers. The company emphasizes transparency, flexibility, integrity, and a passion for service, continuously enhancing its management and operational standards. ETISAL International values human capital and leverages advanced technologies to consistently exceed client expectations.Role Description The Upselling Customer Service Agent is responsible for handling inbound and outbound customer interactions, identifying needs, and offering suitable products or service upgrades. On a day-to-day basis, this role involves responding to customer inquiries, providing accurate information, resolving basic issues, and recommending relevant add-on services to enhance customer value. Agents are expected to follow approved scripts and guidelines, maintain detailed records of interactions, and achieve individual and team upselling and quality targets. The role also includes collaborating with supervisors to improve call handling techniques, participating in coaching sessions, and adhering to company policies and data privacy standards. This is a full-time, on-site role based in Cairo.QualificationsStrong customer service and communication skills, including clear verbal communication, active listening, and a professional phone presence.Sales and upselling capabilities, with the ability to identify opportunities, present benefits, overcome objections, and close upgrades or add-on services.Basic technical and systems proficiency, including learning call center software, CRM tools, and following structured workflows efficiently.Problem-solving and adaptability, with the ability to handle different customer profiles, manage pressure, and adjust to changing targets or processes.Attention to detail and organizational skills, including accurate data entry, documentation of calls, and time management during shifts.Previous experience in call centers, customer service, or telesales is preferred; BPO experience is a plus.High school diploma or equivalent required; higher education in business, communications, or related fields is an advantage.Fluency in spoken and written English and Arabic; additional languages are beneficial.Willingness to work on-site in Cairo, follow shift schedules, and participate in ongoing training and performance feedback.