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 customized, consultative, and innovative outsourcing solutions that address each client’s unique business needs. With strong attention to cultural understanding, industry best practices, and global coverage, ETISAL International helps organizations concentrate on their core operations while enhancing the experience of their customers. The company emphasizes quality, transparency, flexibility, integrity, and the use of advanced technologies to consistently exceed client expectations. ETISAL International values human capital and fosters a service-oriented culture driven by passion and continuous improvement.
Role Description The English Customer Support Agent – Voice Account is a full-time, on-site role based in Qesm El Maadi. The agent will handle inbound and outbound customer calls in English, respond to inquiries, and provide accurate information about products and services. Daily responsibilities include resolving issues, guiding customers through solutions, and escalating complex cases when necessary while maintaining professional and courteous communication. The role also involves documenting interactions, updating customer records, and following established procedures to ensure consistent service quality. The agent is expected to contribute to customer satisfaction targets, adhere to performance metrics, and collaborate with team members and supervisors to improve processes and service delivery.
Qualifications

Candidates should possess strong Customer Support and Customer Service skills, with the ability to manage voice-based interactions professionally. Candidates should possess effective Communication skills, including clear spoken English and active listening capabilities. Candidates should possess the ability to focus on Customer Satisfaction, demonstrating empathy, patience, and a solutions-oriented approach. Candidates should possess Troubleshooting skills to identify issues, provide guidance, and follow step-by-step processes to resolve problems. Relevant qualifications such as previous experience in call centers or BPO environments, particularly in English voice support, are beneficial. Comfort with basic computer applications, CRM systems, and call-handling software is preferred. Ability to work in rotating shifts, maintain punctuality, and perform under performance targets and service-level agreements is advantageous.