Requirements
Requires strong spoken and written English communication skills, customer service and call center experience, active listening, problem-solving, conflict resolution abilities, and basic computer literacy. Must be able to work on-site in Cairo, Egypt, on rotating shifts. A customer-focused mindset and resilience under pressure are essential. Previous experience in BPO or telecommunications is an advantage, as is familiarity with GCC or UAE culture. A high school diploma or equivalent is required, with post-secondary education in business or communications being beneficial.
Description
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 address each client's unique business needs. With strong attention to cultural nuances and industry best practices, ETISAL International supports partners in improving service quality and customer experience. The company invests in human capital, advanced technologies, and continuous improvement of management and operational standards. Transparency, flexibility, integrity, and a passion for exceeding client expectations are central to its way of working.Role Description This is a full-time, on-site Customer Service Agent role for a UAE English account, based in Cairo, Egypt. The Customer Service Agent will handle inbound and outbound customer interactions via phone, chat, or email, providing clear information, resolving inquiries, and addressing issues in a professional manner. Daily tasks include accurately logging cases, following up on pending requests, and adhering to service level agreements and quality standards. The role also involves coordinating with internal teams to escalate complex problems, updating customer records, and ensuring a positive and efficient customer experience. Agents are expected to maintain high levels of punctuality, reliability, and compliance with company policies and procedures.QualificationsStrong spoken and written English communication skills, with clear pronunciation suitable for UAE customers.Customer service and call center experience, including handling high volumes of interactions and managing client inquiries.Active listening, problem-solving, and conflict resolution abilities to manage diverse customer needs and situations.Basic computer literacy and ability to work with CRM systems, contact center tools, and standard office applications.Ability to work on-site in Cairo, Egypt, on rotating shifts including evenings, weekends, and holidays as required.Customer-focused mindset, resilience under pressure, and commitment to meeting performance metrics and quality standards.Previous experience in BPO or telecommunications is an advantage; familiarity with GCC or UAE culture is a plus.High school diploma or equivalent required; post-secondary education in business, communications, or related fields is beneficial.