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 outsourcing solutions that help businesses concentrate on their core operations while better serving their own customers. With strong global coverage and deep cultural understanding, ETISAL International integrates industry best practices and advanced technologies into its services. The company emphasizes transparency, operational flexibility, integrity, and a passion for service, consistently aiming to exceed client expectations. ETISAL International values human capital and is committed to first-class quality in every partnership. Role Description The Bilingual Customer Service Representative is a full-time, on-site role based in Cairo. In this position, the representative responds to customer inquiries via phone, email, chat, and other channels, providing accurate information and resolving issues promptly. Daily responsibilities include handling complaints, updating customer records, documenting interactions, and following established procedures and scripts while maintaining a courteous and professional tone. The role involves supporting customer retention and satisfaction targets, escalating complex cases when necessary, and collaborating with team members and supervisors to improve processes. The representative is expected to meet performance metrics, adhere to company policies, and communicate fluently in the required languages to serve a diverse customer base. Qualifications Demonstrated experience in customer service roles, including working as Customer Service Representatives and providing direct Customer Support. Proven ability to maintain high Customer Satisfaction and deliver a positive Customer Experience across multiple communication channels. Solid understanding of Customer Service principles, with the ability to handle inquiries, feedback, and complaints professionally and efficiently. Fluency in at least two languages (spoken and written), with clear communication skills and active listening abilities. Strong problem-solving skills, attention to detail, and the ability to work in a fast-paced, structured environment. Comfort with using contact center systems, CRM tools, and basic office software; willingness to learn new technologies and processes. Ability to work on-site in Cairo on a full-time basis, with flexibility to follow shift schedules as required. Relevant educational background (e.g., diploma or degree) and prior BPO or call center experience are considered an advantage.