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, consultative, and innovative outsourcing solutions that support diverse business needs and help clients focus on their core operations. With strong global coverage and deep cultural understanding, ETISAL International tailors services to enhance customer experience and operational efficiency. The company is committed to first-class quality, the value of human capital, and the use of state-of-the-art technologies and best practices. ETISAL International continually improves its management and operational standards with an emphasis on transparency, flexibility, integrity, and exceeding client expectations. Role Description The Customer Service Specialist / Dubai Freezone role is a full-time, on-site position based in Cairo, Egypt. In this role, the specialist will handle inbound and outbound customer interactions, respond to inquiries, and resolve issues efficiently and professionally. Daily tasks include managing phone calls and other communication channels, providing accurate information about products and services, and documenting interactions in internal systems. The specialist will work to enhance customer satisfaction by delivering a positive experience, following established procedures, and escalating complex cases when necessary. Collaboration with team members and supervisors to meet performance targets and service level agreements is an essential part of the role. Qualifications Strong Customer Service and Customer Support skills, with the ability to handle diverse inquiries and resolve issues effectively. Focus on Customer Satisfaction and Customer Experience, demonstrating empathy, patience, and a client-centered approach. Professional Phone Etiquette, including clear communication, active listening, and courteous interaction across all channels. Good command of English and Arabic, both spoken and written. Previous experience in call centers, BPO, or customer-facing roles is preferred. Ability to work on-site in Cairo, Egypt, and maintain flexible availability as required. Strong problem-solving skills, attention to detail, and ability to work under pressure while meeting performance targets. Basic computer literacy and familiarity with CRM or contact center systems are beneficial.