English Support Agents (Chat&Voice) Full Time NEW

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 help clients focus on their core business and better serve their own customers. With strong global coverage and cultural awareness, ETISAL International tailors its services to meet diverse industry needs and operational requirements. The company emphasizes transparency, flexibility, integrity, and a passion for service, consistently working to exceed client expectations. It also invests heavily in human capital, best practices, and state-of-the-art technologies to maintain first-class quality in every engagement.

Role Description This is a full-time hybrid role for English Speakers Customer Service Agents based in Cairo, with some work-from-home flexibility. The Customer Service Agent will handle inbound and outbound customer interactions in English via phone, email, chat, and other channels to resolve inquiries, provide accurate information, and support issue resolution. Responsibilities include logging and updating customer cases, following defined procedures and scripts, escalating complex issues, and ensuring timely follow-up. The role involves maintaining service quality standards, meeting performance targets (such as response time and customer satisfaction), and adhering to company policies and data security guidelines. Agents will also collaborate with team leaders and colleagues, participate in coaching sessions, and provide feedback to improve processes and customer experience.

Qualifications

• Fluent in English
• Customer service mindset, including empathy, patience, and the ability to manage difficult or escalated interactions professionally.
• Basic computer literacy and proficiency with common office and contact center tools (e.g., CRM systems, email, chat platforms).
• Problem-solving, time management, and multitasking skills to handle multiple customer requests and prioritize tasks effectively.
• Ability to work in shifts, including evenings, weekends, or holidays as required, and to perform in a metrics-driven environment.
• Previous experience in customer service.
• Graduates,Gap Year, Drop Out are welcome to apply.
• Team-oriented attitude, willingness to learn, openness to feedback, and commitment to maintaining confidentiality and data protection standards.