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 escalate 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 escalate 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

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

• 
  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

• 
  2–4
  years experience in Ecommerce Customer Support
• 
  Experience
  handling D2C ecommerce websites
• 
  Experience
  supporting GCC ecommerce customers preferred