Customer Support Executive - E-commerce Marketplace

Setinone; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

Setinone is seeking an experienced Customer Support Executive to manage inquiries, complaints, and after-sales support across website and other channels in the UAE. You will be the main contact for customers, handling orders, returns, deliveries, payments, and product information while coordinating with internal teams for quick resolutions.

The role requires 3+ years in e-commerce customer service, strong English communication, and familiarity with CRM tools.

Qualifications

• Bachelor's degree or diploma in Business, Communications, or related field.
• Minimum 3 years of experience in customer service within an e-commerce or online retail company in the UAE.
• Strong communication skills in English; Arabic is an advantage.

Responsibilities

• Handle customer inquiries, complaints, and requests via chat, email, phone and social media.
• Provide information on orders, deliveries, returns, and refunds.
• Coordinate with logistics, warehouse and operations teams to resolve issues.
• Record and follow up on customer complaints and escalations.
• Maintain high levels of customer satisfaction and service quality.
• Monitor and respond to website chat and contact forms in real time.
• Support order tracking and update customers on status.
• Prepare daily and weekly service reports.
• Suggest improvements based on customer feedback and recurring issues.
• Maintain records in CRM or ticketing systems.

Skills

Customer service

Communication

CRM tools

Multitasking

Conflict resolution

Education

Bachelor's degree or diploma in Business, Communications, or related field

Tools

CRM tools

Chat/Email management platforms

Microsoft Office

Job description

Setinone.ae is a growing furniture and home décor e-commerce marketplace based in the UAE, dedicated to providing a seamless online shopping and delivery experience. We aim to combine quality products with excellent customer service to ensure customer satisfaction at every touchpoint.

We are looking for an experienced Customer Support Executive to manage all customer inquiries, complaints, and after-sales support through our website and other communication channels.

Position Overview

The Customer Support Executive will act as the main point of contact for customers on Setinone.ae, ensuring that every interaction reflects professionalism, empathy, and efficiency. The role involves handling customer queries related to orders, returns, deliveries, payments, and product information, while coordinating with internal teams to ensure quick and effective resolution.

Key Responsibilities

• Handle all customer inquiries, complaints, and requests via chat, email, phone, and social media.
• Provide accurate information regarding orders, deliveries, returns, and refunds.
• Coordinate with logistics, warehouse, and operations teams to resolve delivery or product issues.
• Record and follow up on customer complaints and escalations, ensuring timely closure.
• Maintain high levels of customer satisfaction and service quality.
• Monitor and respond to website chat and contact forms in real time.
• Support the order tracking process and proactively update customers on order status.
• Prepare daily and weekly service reports highlighting key issues and resolutions.
• Suggest improvements based on customer feedback and recurring issues.
• Maintain proper records in CRM or ticketing systems (experience with e-commerce CRMs preferred)

Requirements

• Bachelor's degree or diploma in Business, Communications, or related field.
• Minimum 3 years of experience in customer service within an e-commerce or online retail company in the UAE.
• Strong communication skills in English (spoken and written); Arabic is an advantage.
• Excellent problem-solving and conflict-resolution skills.
• Ability to multitask and handle high volumes of inquiries efficiently.
• Strong understanding of e-commerce order flow, from order placement to delivery.
• Proficient in Microsoft Office, CRM tools, and chat/email management platforms.
• Customer-oriented with a professional and positive attitude.

What We Offer

• Competitive salary and growth opportunities.
• Friendly and collaborative work environment.
• Exposure to the fast-paced e-commerce and marketplace ecosystem.
• Standard UAE benefits package.