Ecommerce Customer Support ( Arabic speaker)

Required Skills:

Position: Ecommerce Customer Support Executive (D2C) Language Requirement Fluent Arabic & English (Mandatory) Role Overview The Ecommerce Customer Support Executive will manage all customer service operations for our D2C websites ensuring timely resolution of customer queries efficient order management and adherence to service-level agreements across last-mile delivery cross-border shipments and returns processes. The role will work closely with logistics partners marketplaces warehouse teams and internal ecommerce teams to ensure a seamless customer experience. Key Responsibilities Customer Support & Order Management 40% 1. Manage incoming customer queries via email chat phone WhatsApp and ticketing systems 2. Answer inbound customer calls and provide real-time support for order inquiries and product questions. 3. Handle order inquiries modifications cancellations and escalations 4. Track orders across last-mile cross-border and warehouse dispatch systems 5. Resolve delivery issues payment failures and shipment delays 6. Coordinate with logistics partners to ensure timely delivery resolution 7. Maintain detailed records of all customer interactions in the ticketing system 8. Handle customer communication in Arabic and English 9. Provide clear product guidance sizing assistance and order updates 10. Maintain brand tone aligned with Salomon and Wilson customer experience standards Returns & Refund Management 25% 1. Manage returns exchanges and refund requests for D2C orders 2. Validate return eligibility based on company return policies 3. Coordinate with warehouse teams for return inspection and stock updates 4. Ensure refunds are processed within defined SLA timelines 5. Monitor return reasons and escalate recurring product or service issues SLA Monitoring Reporting & Service Performance 20% Monitor and ensure adherence to ecommerce operational KPIs including: 1. Last-mile delivery SLA 2. Cross-border shipment SLA 3. FRT (First Response Time) 4. CSAT (Customer Satisfaction Score) 5. RT (Resolution Time) Additional responsibilities: 6. Monitor customer reviews across website and marketplaces 7. Respond to customer feedback professionally 8. Escalate product or service-related concerns internally 9. Support improvement initiatives based on customer insights 10. Prepare periodic reports and escalate SLA breaches where required Abandoned Cart Recovery 10% 1. Monitor abandoned carts on Shopify 2. Initiate recovery actions through email WhatsApp or phone outreach 3. Support marketing team with conversion follow-ups and recovery campaigns 4. Track abandoned cart recovery performance 5. Marketplace Case Resolution 5% 1. Support case management related to marketplace orders (Amazon Noon Namshi etc.) 2. Handle customer complaints disputes and claim investigations 3. Coordinate with marketplace account managers where required 4. Ensure response timelines meet marketplace SLA requirements KRA Area Weightage Key Outcomes / Metrics Customer Support & Order Management 40% Customer queries resolved within SLA; High CSAT score; Accurate order support Returns & Refund Management 25% Timely refund processing; Accurate return validation; Low dispute rate SLA Monitoring Reporting & Service Performance 20% FRT RT and CSAT targets consistently achieved Abandoned Cart Recovery 10% Increased recovery conversions; Effective follow-up communication Marketplace Case Resolution 5% Cases resolved within marketplace SLA; Minimal escalation Skill Set Required Mandatory Skills Fluent Arabic & English communication Strong customer service orientation Ability to manage multiple customer interactions simultaneously Technical Skills Experience with ticketing tools such as: o Freshdesk o Zendesk o Ziwo o Similar customer support platforms Familiarity with Shopify or Magento order management Basic understanding of last-mile logistics and ecommerce operations Knowledge of marketplace case management Other Skills Strong problem-solving ability Ability to handle escalations professionally Organized documentation and case tracking Ability to work in fast-paced ecommerce environment Experience Requirement 24 years experience in Ecommerce Customer Support Experience handling D2C ecommerce websites Experience supporting GCC ecommerce customers preferred