Company Description At etisalat CX Solutions, every digital interaction is designed to build strong customer relationships and drive measurable business impact. The company combines a clear purpose with strategic thinking and specialized resources to turn customer experience visions into reality. A disciplined methodology ensures precise execution and consistent, data-driven results for clients. By partnering with etisalat CX Solutions, organizations can create exceptional customer experiences that lead to exceptional business outcomes.

Role Description The Call Agent role is a full-time, on-site position based in Cairo. The Call Agent will handle inbound and outbound customer calls, respond to inquiries, provide accurate information about products and services, and resolve issues in a timely and professional manner. Daily responsibilities include documenting interactions in the system, following established procedures and scripts when needed, and escalating complex cases to the appropriate teams. The Call Agent will contribute to a positive customer experience by maintaining a courteous tone, adhering to quality standards, and meeting performance targets such as response time, resolution rate, and customer satisfaction. The role involves working closely with supervisors and colleagues to continuously improve service delivery and support overall customer experience goals.

Qualifications

• Candidates should possess strong communication and active listening skills, with the ability to speak clearly, adapt to different customer needs, and maintain a professional tone.
• Candidates should possess customer service and problem-solving skills, including empathy, patience, and the ability to handle inquiries, complaints, and technical or billing issues effectively.
• Candidates should possess basic computer and typing skills, with the ability to use call center software, CRM systems, and standard office applications efficiently.
• Candidates should possess skills in time management, organization, and attention to detail to manage call queues, follow procedures, and accurately log customer information.
• Candidates should possess teamwork and adaptability skills, including the ability to collaborate with colleagues, accept feedback, and adjust to changing processes or performance targets.
• Relevant qualifications include a high school diploma or equivalent; prior experience in call centers, customer support, or contact center environments is an advantage.
• Proficiency in Arabic and good command of English is beneficial, along with willingness to work in shifts and comply with company policies and quality standards.