Customer Service Executive - E-Commerce (Consumer)
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Key skills for this role
Role Overview
Support e-commerce consumers through customer-focused service across multiple communication channels.
Use bilingual English and Arabic communication to manage customer interactions and resolve issues.
Key Skills for This Role
Full Job Posting
Job Purpose
Support e-commerce consumers through customer-focused service across multiple communication channels.
Use bilingual English and Arabic communication to manage customer interactions and resolve issues.
Key Responsibilities
- Manage customer interactions through phone, email, and live chat.
- Provide product guidance, order support, and post-purchase assistance.
- Help customers troubleshoot appliances, including rebooting and resolving common issues.
- Resolve complaints and inquiries and escalate complex cases when necessary.
- Log and track interactions in Freshdesk or a similar ticketing system.
- Coordinate with logistics, technical support, and warehouse teams.
- Meet response-time, resolution-time, and customer-satisfaction KPIs.
Experience, Qualifications, and Skills
- Bring at least 5 years of customer service experience, preferably in e-commerce or direct-to-consumer environments.
- Be fluent in written and spoken English and Arabic.
- Have hands-on experience with Freshdesk or a similar CRM or ticketing platform.
- Demonstrate strong communication and problem-solving skills with a customer-first approach.
- Be able to multitask across multiple channels in a fast-paced environment.
Highly Preferred Qualifications
- Experience with premium appliances or consumer electronics is highly preferred.
- Familiarity with troubleshooting and guiding customers through product resets or basic technical fixes is highly preferred.
- Understanding of e-commerce order management, returns, and delivery coordination on platforms such as Magento is highly preferred.
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