English Customer Suppor Advisor (E-mail/ Outbound)

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 consultative, customized, and innovative outsourcing solutions that meet the unique needs of each client. With strong attention to cultural understanding and industry best practices, ETISAL International supports businesses in focusing on their core operations while enhancing customer service quality. The company is committed to transparency, operational flexibility, integrity, and continuous improvement in management and service standards. Its teams work passionately to exceed client expectations through high-quality services, advanced technologies, and appreciation of human capital.

Role Description The English Customer Support Advisor (E-mail/Outbound) is a full-time, on-site role based in Cairo, Egypt. The advisor responds to customer inquiries and service requests via email, providing clear, accurate, and timely information in English. Daily tasks include handling outbound communication to follow up on customer issues, confirm service details, and provide updates or solutions. The role involves documenting interactions in the customer support system, adhering to company policies and service-level agreements, and escalating complex cases when needed. The advisor collaborates with team members and supervisors to ensure consistent service quality, contributes to process improvements, and maintains a professional, customer-centered approach in all interactions.

Qualifications

• Strong English language skills, including clear written communication and the ability to explain information accurately and professionally.
• Customer service orientation, with the ability to handle inquiries, follow up proactively, manage difficult situations, and maintain a positive, respectful tone.
• Comfort with email and CRM or ticketing systems, as well as basic computer literacy and the ability to learn new software tools quickly.
• Good time management and organizational skills, including the ability to prioritize tasks, meet deadlines, and follow structured workflows.
• Attention to detail and problem-solving skills, with the ability to analyze customer issues, identify appropriate solutions, and follow through until resolution.
• Ability to work on-site in Cairo, Egypt, as part of a diverse team, contributing to a collaborative and inclusive work environment.
• Previous experience in contact centers, BPO environments, or customer support is preferred but not mandatory.
• High school diploma or equivalent required; further education in business, communication, or related fields is an advantage.