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E-commerce Customer Service & Order Support Specialist

Alkaffary Group

Riyadh, KSA

Onsite

Discovered Yesterday

E-commerce customer serviceOrder lifecycle managementReturns, exchanges, and refundsShipping and delivery trackingArabic customer communicationEnglish communication

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Key skills for this role

E-commerce customer serviceOrder lifecycle managementReturns, exchanges, and refunds

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Role Overview

Support e-commerce customers through WhatsApp, chat, phone, and email.

Manage customer enquiries, orders, delivery follow-up, returns, exchanges, refunds, and case closure.

Coordinate with warehouses, branches, and delivery companies to resolve order issues.

Customer Service

Respond to customer enquiries and resolve them at first contact wherever possible.
Record customer cases, follow pending cases until closure, and escalate recurring issues for root-cause treatment.
Monitor customer ratings and complaints on the store and other platforms and respond to them.

Order Support

Follow orders from creation through delivery, including confirmation, preparation, shipping, and delayed shipment tracking.
Process returns, exchanges, and refunds according to company policy.
Coordinate with warehouses and branches about availability, alternatives, and delivery dates.
Coordinate with shipping companies regarding shipment status and delays.

Preferred Tools and Experience

Direct experience with the Zid or Salla e-commerce platforms is advantageous.
Experience with a ticketing system or CRM is advantageous.
Experience with ClickUp or Asana is advantageous.
Previous interaction with SMSA, Aramex, SPL, or iMile is advantageous.

Required Qualifications

At least two years of experience in e-commerce customer service or online retail is required.
Practical experience with order tracking, returns, exchanges, and shipping company follow-up is required.
Arabic writing suitable for Saudi customers and practical English communication are required.
Excel or Google Sheets proficiency for daily reporting is required.

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