Bilingual E-Commerce Customer Service Executive

Al Khayyat Investments (AKI); Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

Al Khayyat Investments (AKI) in Dubai seeks an experienced, bilingual Customer Service Executive (E-Commerce) to support premium appliances and D2C shoppers.

You will handle calls, emails, and live chat, guide customers through orders and basic troubleshooting, and ensure timely issue resolution. Proficiency in Freshdesk and strong communication are essential.

The role emphasizes KPI achievement and cross-functional collaboration with logistics and support teams in a fast-paced environment.

Qualifications

• Minimum 5 years of customer service experience, preferably in e-commerce or D2C.
• Fluency in English and Arabic, written and spoken.
• Experience with Freshdesk or similar ticketing systems.
• Strong communication and problem-solving with a customer-first approach.
• Ability to multitask across channels in a fast-paced environment.

Responsibilities

• Manage customer interactions across phone, email, and live chat with professionalism.
• Provide product guidance, order support, and post-purchase assistance for e-commerce customers.
• Assist with basic troubleshooting of appliances, including resets.
• Resolve complaints promptly, escalating complex cases when required.
• Log and track interactions in Freshdesk or similar system.
• Coordinate with logistics, tech support, and warehouse teams to resolve issues.
• Meet KPIs for response time, resolution time, and customer satisfaction.

Skills

Bilingual English/Arabic

Customer service

E-commerce support

Multitasking

Tools

Freshdesk

Job description

Al Khayyat Investments (AKI) in Dubai seeks an experienced, bilingual Customer Service Executive (E-Commerce) to support premium appliances and D2C shoppers.

You will handle calls, emails, and live chat, guide customers through orders and basic troubleshooting, and ensure timely issue resolution. Proficiency in Freshdesk and strong communication are essential.

The role emphasizes KPI achievement and cross-functional collaboration with logistics and support teams in a fast-paced environment.