🗣 Languages Required: Fluent Arabic & English (Mandatory)

• Marketplaces: Amazon, Noon, Namshi, Trendyol

🔹 Key Responsibilities:

✅ Customer Support & Order Management

• Manage customer queries via email, chat, phone, WhatsApp, and ticketing systems

• Handle order modifications, cancellations, and escalations

• Track orders and resolve delivery, payment, and shipment issues

• Provide product guidance, sizing support, and order updates

• Deliver excellent customer service in Arabic and English

✅ Returns & Refund Management

• Process returns, exchanges, and refunds

• Validate return eligibility and coordinate with warehouse teams

• Ensure timely refund processing and SLA compliance

✅ SLA Monitoring & Service Performance

• Monitor FRT, RT, CSAT, and delivery SLAs

• Respond to customer reviews and feedback

• Prepare reports and escalate operational concerns

✅ Abandoned Cart Recovery

• Follow up with customers via email, WhatsApp, and phone

• Support conversion and recovery campaigns

• Track recovery performance metrics

✅ Marketplace Case Resolution

• Manage customer cases across Amazon, Noon, Namshi, and other marketplaces

• Resolve disputes, complaints, and claims within marketplace SLAs

🎯 Requirements:

• 2–4 years of Ecommerce Customer Support experience

• Experience managing D2C ecommerce websites

• GCC ecommerce experience is preferred

• Hands-on experience with Freshdesk, Zendesk, Ziwo, or similar platforms

• Familiarity with Shopify or Magento

• Understanding of ecommerce logistics and marketplace operations

• Strong communication, problem-solving, and multitasking skills