Company Description ETISAL International Group is a leading Business Process Outsourcing (BPO) company serving clients across the Middle and Far East. The company focuses on delivering high value, customized, and innovative outsourcing solutions that address each client’s specific business needs. With strong global coverage and deep appreciation of different cultures, ETISAL International tailors services to enhance customer engagement and operational efficiency. The organization is committed to transparency, flexibility, integrity, and exceeding client expectations. ETISAL International also places strong emphasis on valuing human capital and applying industry best practices and advanced technologies. Role Description This is a full-time English Customer Service Agent role based in Cairo, Egypt, with a hybrid work arrangement that allows some work from home. The role involves handling inbound and outbound customer interactions in English via phone, email, and chat, providing clear and professional support. Daily tasks include answering inquiries, resolving issues, documenting interactions, and following up to ensure customer satisfaction. The agent will adhere to quality and performance standards, use company systems to log and track cases, and escalate complex issues when needed. Morning shifts are required, and the role involves collaborating with team leaders and colleagues to improve processes and customer experience. Qualifications Strong customer-focused skills, including Customer Service and Customer Support, with the ability to handle inquiries and issues professionally. Experience or aptitude in enhancing Customer Experience and Customer Satisfaction through clear communication and problem-solving. Ability to work effectively as part of a team of Customer Service Representatives in a fast-paced contact center environment. Excellent spoken and written English communication skills, with active listening and empathy. Comfort using CRM or contact center systems, and basic proficiency in common office software. Willingness to work morning shifts on a full-time basis in a hybrid setup in Cairo, Egypt. Strong organizational skills, reliability, and the ability to handle multiple tasks while maintaining accuracy. Previous experience in customer service, BPO, or call center roles is preferred but not mandatory; relevant training or education is a plus.