Customer Service Executive - E-Commerce (Consumer)

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

Job Purpose:

We are looking for an experienced and customer-focused, bilingual Customer Service Executive (E-Commerce) with a strong background in e-commerce support.

The ideal candidate should have at least 5 years of experience managing customer interactions across calls, emails, and live chat, and is fluent in both English and Arabic. Experience with premium appliances and basic troubleshooting, including guiding customers on rebooting or resetting products, is a strong advantage.

Key Responsibilities:

• Manage customer interactions across phone, email, and live chat channels with professionalism and efficiency.
• Provide accurate product guidance, order support, and post-purchase assistance for e-commerce customers.
• Assist customers with basic troubleshooting of appliances, including rebooting and resolving common product issues.
• Resolve complaints and inquiries promptly, escalating complex cases when required.
• Log and track all customer interactions in Freshdesk or similar ticketing systems.
• Coordinate with internal teams such as logistics, technical support, and warehouse teams to ensure timely issue resolution.
• Meet KPIs related to response time, resolution time, and customer satisfaction.

Experience, qualification and skills:

• Minimum 5 years of experience in customer service, preferably in e-commerce or D2C environments.
• Fluency in English and Arabic, both written and spoken, is essential for the role.
• Hands-on experience with Freshdesk or similar CRM or ticketing platforms.
• Strong communication and problem-solving skills with a customer-first approach.
• Ability to multitask across multiple channels in a fast‑paced environment.

Highly preferred qualifications

• Experience working with premium appliances or consumer electronics.
• Familiarity with troubleshooting and guiding customers through product resets or basic technical fixes.
• Understanding of e-commerce workflows including order management, returns, and delivery coordination on platforms like Magento.