You'll be the first point of contact for our customers and a key support to our sales team, handling inquiries, orders and complaints across every channel and turning conversations into sales for our Christmas Season.
Desired Candidate Profile
Respond to customer inquiries by email, phone, WhatsApp, Instagram/Facebook DMs and website live chat, within set response times (live chat within 5 minutes, emails within 1 to 2 hours)
Give accurate information on products, pricing, stock, order status, delivery and returns Place orders manually on Shopify, send Stripe payment links and explain pay-later options (Tabby, Tamara)
Log and track complaints using our reference system, tag orders in Shopify, and escalate to sales, e-commerce, operations, warehouse or finance when needed
Process refunds, replacements, store credits and coupons in line with company policy, coordinating with accounts and the warehouse
Recommend related products and upsell to increase order value
Reply to customer reviews on Trustpilot, Google and our website
Prepare a regular customer feedback report showing trends, root causes and improvement actions
Support sales with B2B inquiries and client registration in Zoho
Support B2C festive campaigns, including order coordination, delivery and installation follow-up
Keep all customer data confidential
Requirements 2 to 4 years in customer service or sales support, ideally in UAE retail, e-commerce, home decor or luxury
Excellent spoken and written English; Arabic is a plus
Hands-on with Shopify or a similar platform, WhatsApp Business and MS Excel
Stripe, Zoho or Sleekflow experience is an advantage
Calm and empathetic with complaints, focused on solutions
Confident at upselling and closing sales
Organised, detail-oriented and consistent with follow-ups
Knowledge of UAE consumer protection rules is an advantage
Able to work Monday to Saturday, with extended hours & Flexible days in the festive season (October to December 3 months Contract )
Immediate Joiners Only