Customer support agent ( Outbound & Emails) - English Account

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 customized, high-value outsourcing solutions that address each client’s unique business needs and help them focus on their core operations. With strong attention to cultural differences and industry best practices, ETISAL International provides services that enhance customer experiences and satisfaction. The company prioritizes quality, transparency, flexibility, integrity, and the use of advanced technologies in all its activities. ETISAL International is committed to continuous improvement and to consistently exceeding client expectations. Role Description This is a full-time, on-site role based in Cairo, Egypt for a Customer Support Agent (Outbound & Emails) – English Account. The agent will handle outbound calls and email communications to support customers, respond to inquiries, and provide accurate information about products and services in English. Daily tasks include resolving customer issues, documenting interactions in the system, following up on pending requests, and escalating complex cases when needed. The role involves maintaining high standards of professionalism, adhering to service-level agreements, and contributing to overall customer satisfaction and retention targets. The agent will collaborate with team members and supervisors to share feedback, improve processes, and ensure a consistent customer experience. Qualifications Strong customer-facing skills, including Customer Support and Customer Service capabilities. Ability to maintain high Customer Satisfaction through empathy, patience, and a solutions-focused approach. Excellent Communication skills in English, both written (emails) and verbal (outbound calls). Basic Troubleshooting skills to identify issues, ask relevant questions, and guide customers toward resolutions. Previous experience in call centers, BPO, or customer support environments is an advantage. Comfort using CRM systems, ticketing tools, and standard office software. Ability to work on-site in Cairo, Egypt, in rotating shifts if required, and meet performance targets. Show more