Merchant Care Officer

Salla; Makkah Region; On-site; SAR 56,000 - 100,000; Full time

Job summary

Salla seeks a Merchant Care Specialist to deliver high-quality support to merchants using our e-commerce platform. You will resolve issues across chat, email, and tickets while guiding users on platform features and best practices. Strong Arabic and solid English communication will help you thrive in a fast-paced, high-volume environment.

The role emphasizes timely problem solving, knowledge-base updates, and collaboration with product and support teams to ensure exceptional customer experiences.

Qualifications

• Bachelor’s degree in business administration or closely related field.
• 0–3 years experience in Customer Support, Technical Support, Customer Success or Help Desk.
• Fluent in Arabic with strong verbal and written skills.
• Intermediate English for handling customer interactions.
• Ability to manage at least 3 concurrent cases with high quality and speed.
• Experience in fast-paced, high-volume support environments.

Responsibilities

• Respond to merchant inquiries via chat, email, tickets and other channels.
• Diagnose, troubleshoot, and resolve merchant problems promptly.
• Guide merchants on platform features, tools, and best practices.
• Document recurring issues and escalate to internal teams for improvements.
• Collaborate with cross-functional teams to ensure fast resolutions.
• Update internal knowledge base and follow SOPs.
• Contribute to improving customer experience and operational efficiency.

Skills

Arabic communication

English communication

Multitasking

Problem solving

Adaptability

Education

Bachelor’s degree in business administration

Job description

ABOUT SALLA

Salla is one of the fastest-growing e-commerce platforms in the MENA region, delivering innovative technology solutions that empower businesses to scale and succeed. As we continue to expand, we are looking for Merchant Care Specialist to join our Customer Support team.

Job Summary:

This role is responsible for providing high-quality support to merchants using our platform, resolving issues efficiently, and ensuring an exceptional customer experience across all communication channels.

The ideal candidate has strong problem-solving skills, excellent communication abilities, and experience in customer support, technical support, or customer success environments, preferably within e-commerce or SaaS platforms.

Key Responsibilities:

• Respond to merchant inquiries and issues via multiple support channels (chat, email, tickets, etc.).
• Diagnose, troubleshoot, and resolve merchant problems in a timely and effective manner.
• Guide merchants on platform features, tools, and best practices to enhance their experience.
• Document recurring issues and escape improvement opportunities to relevant internal teams.
• Collaborate with cross-functional teams to ensure fast and efficient issue resolution.
• Continuously update internal knowledge base and follow standard operating procedures.
• Contribute to improving customer experience and operational efficiency.

• Education:
  Bachelor’s degree in business administration, or a closely related field from an accredited institution.
• Experience:
  0–3 years of experience in Customer Support, Technical Support, Customer Success, or Help Desk roles, including hands‑on experience handling customer inquiries or support tickets.
• Arabic Communication:
  Demonstrated fluency in Arabic, with strong verbal and written communication skills.
• English Communication:
  Intermediate proficiency in English, with the ability to effectively handle customer interactions in both written and spoken formats.
• Multitasking Ability:
  Proven ability to manage at least 3 concurrent customer cases or chat interactions while maintaining quality, accuracy, and response time standards.
• Problem-Solving Skills:
  Ability to independently diagnose and resolve customer issues, demonstrated through experience handling Tier 1 support cases or similar operational challenges.
• Work Environment Adaptability:
  Experience working in a fast‑paced, high‑volume customer support environment with the ability to manage multiple priorities effectively.