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 high value, customized, and innovative outsourcing solutions that address each client’s unique business needs. With a strong focus on customer-centricity, ETISAL International combines global coverage, cultural awareness, and industry best practices to help partners better serve their customers. The company is committed to transparency, flexibility, integrity, and consistently exceeding client expectations. ETISAL International also places strong emphasis on developing human capital and leveraging state-of-the-art technologies to ensure first-class service quality.

Role Description This is a full-time hybrid role for English Customer Support Agents based in Cairo, with a mix of on-site and work-from-home arrangements. The role involves responding to customer inquiries in English via phone, email, chat, or other channels, while maintaining a professional and empathetic tone. The agent will troubleshoot issues, provide accurate information about products and services, and escalate complex cases according to established procedures. Daily tasks include documenting interactions in the system, following up on pending cases, and adhering to quality, performance, and service level standards. The agent will collaborate with team members and supervisors to share feedback, suggest improvements, and support a positive, customer-focused environment.

Qualifications

• Strong English language skills, including clear verbal communication, active listening, and professional written correspondence.
• Customer service abilities, such as problem-solving, conflict resolution, and managing difficult or escalated interactions with patience and empathy.
• Basic technical proficiency, including comfortable use of computers, CRM or ticketing systems, and common office software tools.
• Organizational and time management skills, including the ability to handle multiple inquiries, follow processes, and meet performance targets.
• Collaborative mindset, openness to feedback, and willingness to learn and adapt in a fast-paced, structured environment.
• Previous experience in customer support, call centers, or BPO environments is an advantage but not strictly required.
• High school diploma or equivalent required; post-secondary education in a related field is a plus.
• Availability to work on rotating shifts, weekends, or holidays as needed to support business requirements.