Call agent (B2 solid)

Company Description e& CX Solutions Egypt, part of the etisalat CX Solutions family, focuses on creating outstanding customer experiences that drive measurable business results. The company brings together clear strategic thinking, specialized resources, and a disciplined methodology to deliver precise, reliable outcomes for its partners. By prioritizing digital interactions that foster strong customer relationships, e& CX Solutions Egypt helps organizations turn customer experience visions into reality. Joining the team means contributing to meaningful customer journeys and supporting organizations in achieving exceptional performance through exceptional service.

Role Description The Call Agent (B2 solid) is a full-time, on-site role based in El Maadi El Gadida, responsible for handling inbound and outbound customer calls in a professional and efficient manner. Day-to-day tasks include responding to customer inquiries, resolving issues, providing accurate information about products and services, and documenting interactions in company systems. The role involves following established scripts and guidelines, meeting performance targets such as call handling time and customer satisfaction, and escalating complex cases to the appropriate team when needed. Call Agents are expected to maintain a courteous tone, adhere to quality standards, and collaborate with colleagues and supervisors to ensure a consistent, high-quality customer experience.

Qualifications

• Strong verbal communication skills in English at a minimum B2 level, with clear pronunciation and active listening abilities.
• Customer service and problem-solving skills, including empathy, patience, and the ability to manage challenging conversations.
• Basic computer literacy and ability to work with call center systems, CRM tools, and data entry applications.
• Time management and organizational skills to handle high call volumes while maintaining accuracy and quality.
• Ability to work on-site in El Maadi El Gadida, with flexibility to work shifts, weekends, and holidays as required.
• Previous experience in a call center or customer support environment is an advantage.
• High school diploma or equivalent; a college degree is a plus.
• Professional attitude, resilience under pressure, and willingness to learn and follow coaching and feedback.