Position Overview
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