D2C Ecommerce Support Executive (Arabic & English)

Ultiwise Consult; Dubai; On-site; AED 67,000 - 112,000; Full time

Job summary

Ultiwise Consult is seeking an Ecommerce Customer Support Executive (D2C) to manage all customer service operations for our direct-to-consumer sites. The role involves handling inquiries in Arabic and English, ensuring timely order management, and working with logistics partners to maintain a seamless customer experience.

The candidate will support returns and refunds, monitor KPIs like FRT, CSAT, and RT, and drive improvements based on customer insights.

Qualifications

• Fluent Arabic & English communication across channels.
• Experience in ecommerce customer support operations.
• Ability to coordinate with logistics and marketplace teams.

Responsibilities

• Handle customer queries via email, chat, phone, WhatsApp, and tickets.
• Provide real-time order inquiries support and product information.
• Process order modifications, cancellations, and escalations.
• Track orders across last-mile, cross-border, and warehouse systems.
• Resolve delivery issues, payment failures, and shipment delays.
• Coordinate with logistics partners to ensure timely delivery.
• Maintain detailed records of customer interactions in the ticketing system.
• Communicate with customers in Arabic and English.
• Provide product guidance, sizing, and order updates.
• Maintain brand tone per Salomon and Wilson standards.
• Manage returns, exchanges, and refunds per policies.
• Validate return eligibility and coordinate with warehouses for inspections.
• Ensure refunds are processed within SLA timelines.
• Monitor return reasons and recurring issues.
• Monitor KPIs: FRT, CSAT, RT, SLA breaches.
• Prepare reports and elevate SLA breaches.
• Monitor abandoned carts on Shopify and perform recovery actions.
• Support marketing with conversion follow-ups and campaigns.
• Track abandoned cart recovery performance.
• Coordinate marketplace case resolution (Amazon, Noon, Namshi).
• Ensure responses meet marketplace SLAs.

Skills

Fluent Arabic & English

Customer service orientation

Multitasking

Problem-solving

Escalation management

Documentation & tracking

Fast-paced ecommerce

Tools

Freshdesk

Zendesk

Ziwo

Shopify

Magento

Job description

Ultiwise Consult is seeking an Ecommerce Customer Support Executive (D2C) to manage all customer service operations for our direct-to-consumer sites. The role involves handling inquiries in Arabic and English, ensuring timely order management, and working with logistics partners to maintain a seamless customer experience.

The candidate will support returns and refunds, monitor KPIs like FRT, CSAT, and RT, and drive improvements based on customer insights.