وكيل دعم عملاء باللغة الإنجليزية - حساب المحادثات

Company Description ETISAL International Group is a leading Business Process Outsourcing (BPO) company serving clients across the Middle and Far East. The company specializes in customized, high-value outsourcing solutions that help organizations focus on their core business while better serving their own customers. ETISAL International emphasizes understanding diverse cultures, applying industry best practices, and leveraging state-of-the-art technologies to deliver first-class service quality. The organization is committed to transparency, flexibility, integrity, and a strong appreciation of human capital. Its teams work with passion to exceed client expectations and continually enhance management and operational standards.
Role Description The English Customer Support Agent – Chat Account is a full-time, on-site role based in Cairo, Egypt. In this position, the agent will handle real-time chat interactions with customers, respond to inquiries, provide accurate information, and resolve issues in a professional and timely manner. Day-to-day tasks include guiding customers through processes, troubleshooting basic problems, documenting interactions, and escalating complex cases when needed. The agent will work closely with team leaders to meet performance targets, maintain high customer satisfaction, and follow company policies and procedures. This role requires consistent adherence to quality standards, effective written communication in English, and a strong customer-centric approach.
Qualifications

• Candidates should possess strong Customer Support and Customer Service skills, with a focus on empathy, professionalism, and reliability.
• Candidates should possess abilities in Customer Satisfaction, including managing expectations, following up on issues, and maintaining a positive customer experience.
• Candidates should possess excellent Communication skills in English, especially clear and concise written communication for chat-based interactions.
• Candidates should possess basic Troubleshooting skills to identify issues, guide customers through solutions, and escalate when necessary.
• Previous experience in contact centers, BPO environments, or customer support roles is preferred.
• Ability to work in rotating shifts, handle high volumes of interactions, and use CRM or chat support tools efficiently.
• Strong attention to detail, problem-solving mindset, and commitment to confidentiality and data protection.