Ecommerce Customer Support ( Arabic speaker)

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

Position: Ecommerce Customer Support Executive (D2C)

Language Requirement

• Fluent Arabic & English (Mandatory)
  

Role Overview

The Ecommerce Customer Support Executive will manage all customer service operations for our D2C websites ensuring timely resolution of customer queries efficient order management and adherence to service-level agreements across last-mile delivery cross-border shipments and returns processes. The role will work closely with logistics partners marketplaces warehouse teams and internal ecommerce teams to ensure a seamless customer experience.

Key Responsibilities

Customer Support & Order Management 40%

• Manage incoming customer queries via email chat phone WhatsApp and ticketing systems
  
• Answer inbound customer calls and provide real-time support for order inquiries and product questions.
  
• Handle order inquiries modifications cancellations and escalations
  
• Track orders across last-mile cross-border and warehouse dispatch systems
  
• Resolve delivery issues payment failures and shipment delays
  
• Coordinate with logistics partners to ensure timely delivery resolution
  
• Maintain detailed records of all customer interactions in the ticketing system
  
• Handle customer communication in Arabic and English
  
• Provide clear product guidance sizing assistance and order updates
  
• Maintain brand tone aligned with Salomon and Wilson customer experience standards
  

Returns & Refund Management 25%

• Manage returns exchanges and refund requests for D2C orders
  
• Validate return eligibility based on company return policies
  
• Coordinate with warehouse teams for return inspection and stock updates
  
• Ensure refunds are processed within defined SLA timelines
  
• Monitor return reasons and escalated recurring product or service issues
  

SLA Monitoring Reporting & Service Performance 20%

Monitor and ensure adherence to ecommerce operational KPIs including:

• Last-mile delivery SLA
  
• Cross-border shipment SLA
  
• FRT (First Response Time)
  
• CSAT (Customer Satisfaction Score)
  
• RT (Resolution Time)
  
• Monitor customer reviews across website and marketplaces
  
• Respond to customer feedback professionally
  
• Escalate product or service-related concerns internally
  
• Support improvement initiatives based on customer insights
  
• Prepare periodic reports and elevate SLA breaches where required
  

Abandoned Cart Recovery 10%

• Monitor abandoned carts on Shopify
  
• Initiate recovery actions through email WhatsApp or phone outreach
  
• Support marketing team with conversion follow-ups and recovery campaigns
  
• Track abandoned cart recovery performance
  

Marketplace Case Resolution 5%

• Support case management related to marketplace orders (Amazon Noon Namshi etc.)
  
• Handle customer complaints disputes and claim investigations
  
• Coordinate with marketplace account managers where required
  
• Ensure response timelines meet marketplace SLA requirements
  

KRA Area

Weightage

Key Outcomes / Metrics

Customer Support & Order Management

40%

Customer queries resolved within SLA; High CSAT score; Accurate order support

Returns & Refund Management

25%

Timely refund processing; Accurate return validation; Low dispute rate

SLA Monitoring Reporting & Service Performance

20%

FRT RT and CSAT targets consistently achieved

Abandoned Cart Recovery

10%

Increased recovery conversions; Effective follow-up communication

Marketplace Case Resolution

5%

Cases resolved within marketplace SLA; Minimal escalation

Skill Set Required

Mandatory Skills

• Fluent Arabic & English communication
  
• Strong customer service orientation
  
• Ability to manage multiple customer interactions simultaneously
  

Technical Skills

• Experience with ticketing tools such as:
  
  • Freshdesk
    
  • Zendesk
    
  • Ziwo
    
  • Similar customer support platforms
    
• Familiarity with Shopify or Magento order management
  
• Basic understanding of last-mile logistics and ecommerce operations
  
• Knowledge of marketplace case management
  

Other Skills

• Strong problem-solving ability
  
• Ability to handle escalations professionally
  
• Organized documentation and case tracking
  
• Ability to work in fast-paced ecommerce environment
  

Experience Requirement

• 24 years experience in Ecommerce Customer Support
  
• Experience handling D2C ecommerce websites
  
• Experience supporting GCC ecommerce customers preferred
  

Required Skills:

Position: Ecommerce Customer Support Executive (D2C) Language Requirement Fluent Arabic & English (Mandatory) Role Overview The Ecommerce Customer Support Executive will manage all customer service operations for our D2C websites ensuring timely resolution of customer queries efficient order management and adherence to service-level agreements across last-mile delivery cross-border shipments and returns processes. The role will work closely with logistics partners marketplaces warehouse teams and internal ecommerce teams to ensure a seamless customer experience. Key Responsibilities Customer Support & Order Management 40% 1. Manage incoming customer queries via email chat phone WhatsApp and ticketing systems 2. Answer inbound customer calls and provide real-time support for order inquiries and product questions. 3. Handle order inquiries modifications cancellations and escalations 4. Track orders across last-mile cross-border and warehouse dispatch systems 5. Resolve delivery issues payment failures and shipment delays 6. Coordinate with logistics partners to ensure timely delivery resolution 7. Maintain detailed records of all customer interactions in the ticketing system 8. Handle customer communication in Arabic and English 9. Provide clear product guidance sizing assistance and order updates 10. Maintain brand tone aligned with Salomon and Wilson customer experience standards Returns & Refund Management 25% 1. Manage returns exchanges and refund requests for D2C orders 2. Validate return eligibility based on company return policies 3. Coordinate with warehouse teams for return inspection and stock updates 4. Ensure refunds are processed within defined SLA timelines 5. Monitor return reasons and escalated recurring product or service issues SLA Monitoring Reporting & Service Performance 20% Monitor and ensure adherence to ecommerce operational KPIs including: 1. Last-mile delivery SLA 2. Cross-border shipment SLA 3. FRT (First Response Time) 4. CSAT (Customer Satisfaction Score) 5. RT (Resolution Time) Additional responsibilities: 6. Monitor customer reviews across website and marketplaces 7. Respond to customer feedback professionally 8. Escalate product or service-related concerns internally 9. Support improvement initiatives based on customer insights 10. Prepare periodic reports and elevate SLA breaches where required Abandoned Cart Recovery 10% 1. Monitor abandoned carts on Shopify 2. Initiate recovery actions through email WhatsApp or phone outreach 3. Support marketing team with conversion follow-ups and recovery campaigns 4. Track abandoned cart recovery performance 5. Marketplace Case Resolution 5% 1. Support case management related to marketplace orders (Amazon Noon Namshi etc.) 2. Handle customer complaints disputes and claim investigations 3. Coordinate with marketplace account managers where required 4. Ensure response timelines meet marketplace SLA requirements KRA Area Weightage Key Outcomes / Metrics Customer Support & Order Management 40% Customer queries resolved within SLA; High CSAT score; Accurate order support Returns & Refund Management 25% Timely refund processing; Accurate return validation; Low dispute rate SLA Monitoring Reporting & Service Performance 20% FRT RT and CSAT targets consistently achieved Abandoned Cart Recovery 10% Increased recovery conversions; Effective follow-up communication Marketplace Case Resolution 5% Cases resolved within marketplace SLA; Minimal escalation Skill Set Required Mandatory Skills 1. Fluent Arabic & English communication 2. Strong customer service orientation 3. Ability to manage multiple customer interactions simultaneously Technical Skills 1. Experience with ticketing tools such as: 1. Freshdesk 2. Zendesk 3. Ziwo 4. Similar customer support platforms 2. Familiarity with Shopify or Magento order management 3. Basic understanding of last-mile logistics and ecommerce operations 4. Knowledge of marketplace case management Other Skills 1. Strong problem-solving ability 2. Ability to handle escalations professionally 3. Organized documentation and case tracking 4. Ability to work in fast-paced ecommerce environment Experience Requirement 24 years experience in Ecommerce Customer Support 25 years experience handling D2C ecommerce websites 26 years experience supporting GCC ecommerce customers preferred