Customer Service Executive - E-Commerce (Consumer)

Overview

We are seeking a seasoned, bilingual Customer Service Executive with a solid foundation in e-commerce customer support. The preferred candidate will possess at least five years of experience handling customer communications via phone, email, and live chat, combined with fluency in English and Arabic. Experience with premium appliances and the ability to assist with basic troubleshooting such as rebooting or resetting devices is highly desirable.

Primary Responsibilities

• Efficiently handle customer inquiries and interactions through multiple channels including calls, emails, and live chat.
• Guide customers accurately regarding products, orders, and after-sales support specifically for e-commerce clients.
• Assist clients in resolving basic appliance issues by providing troubleshooting steps such as device rebooting.
• Address and resolve complaints and questions promptly, escalating complex matters appropriately.
• Maintain comprehensive records of customer interactions using Freshdesk or comparable ticketing systems.
• Collaborate with internal departments such as logistics, technical support, and warehouse teams to ensure swift resolution of issues.
• Achieve key performance indicators related to response times, resolution efficiency, and customer satisfaction levels.

Experience and Qualifications

• A minimum of five years in customer service roles, ideally within e-commerce or direct-to-consumer environments.
• Fluency in both written and spoken English and Arabic is mandatory.
• Proficient in using Freshdesk or similar CRM and ticketing tools.
• Excellent communication skills paired with a strong problem-solving mindset and a commitment to customer satisfaction.
• Capability to manage multiple communication streams simultaneously in a dynamic, fast-paced setting.

Preferred Attributes

• Previous experience servicing premium appliances or consumer electronics sectors.
• Competence in basic technical troubleshooting including guiding customers through resets or other minor product fixes.
• Knowledge of e-commerce operational processes such as order processing, returns handling, and delivery coordination, particularly in platforms like Magento.