Ecommerce Customer Support
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Key skills for this role
About the Role
ACCEL HUMAN RESOURCE CONSULTANTS is hiring an Ecommerce Customer Support Executive for D2C brands in Dubai. The role involves handling customer queries via multiple channels, managing orders, returns, and coordinating with logistics teams.
Key Skills for This Role
Responsibilities
- Handle customer queries via email, chat, phone, WhatsApp, and ticketing systems
- Support order management, cancellations, delivery tracking, and escalations
- Coordinate with logistics, warehouse, and marketplace teams
- Manage returns, exchanges, and refund processing within SLA timelines
- Monitor KPIs including FRT, RT, CSAT, and delivery SLAs
- Handle marketplace customer cases and disputes
- Support abandoned cart recovery initiatives on Shopify
Requirements
- Fluent Arabic & English (Mandatory)
- 2 4 years of ecommerce customer support experience in D2C brands
- Hands on experience with Freshdesk, Zendesk, Ziwo, or similar platforms
- Familiarity with Shopify/Magento
- Understanding of GCC ecommerce operations and logistics
- Strong communication, problem solving, and multitasking skills
Full Job Posting
Overview
- We’re Hiring: Ecommerce Customer Support Executive (D2C)
- Are you passionate about delivering exceptional customer experiences in ecommerce? We are looking for a dynamic Ecommerce Customer Support Executive to manage customer service operations across our premium D2C brands and marketplaces.
Platforms You’ll Support
- SalomonGCC.com
- WilsonME.com
- Judith Leiber
- Amazon | Noon | Namshi | Trendyol
Requirements
- Fluent Arabic & English (Mandatory)
- Experience Required: 2–4 Years
Key Responsibilities
- Handle customer queries via email, chat, phone, WhatsApp, and ticketing systems
- Support order management, cancellations, delivery tracking, and escalations
- Coordinate with logistics, warehouse, and marketplace teams
- Manage returns, exchanges, and refund processing within SLA timelines
- Monitor KPIs including FRT, RT, CSAT, and delivery SLAs
- Handle marketplace customer cases and disputes
- Support abandoned cart recovery initiatives on Shopify
Skills & Experience
- Ecommerce customer support experience in D2C brands
- Hands on experience with Freshdesk, Zendesk, Ziwo, or similar platforms
- Familiarity with Shopify/Magento
- Understanding of GCC ecommerce operations and logistics
- Strong communication, problem solving, and multitasking skills
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