Customer Service Officer

Job Summary

Summary:

We are seeking a dedicated and customer-focused Customer Service Representative to join our dynamic team in the retail and e-commerce this role you will serve as the primary point of contact for customers ensuring a seamless and positive experience across all touchpointsphone email live chat and social media. Your ability to resolve inquiries efficiently manage complaints with empathy and uphold brand standards will directly impact customer satisfaction retention and loyalty. This position is critical in maintaining our reputation for excellence in service delivery and plays a key role in driving operational efficiency and customer-centric innovation within a fast-paced digital environment.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone email live chat and social media platforms.
  
• Resolve customer complaints and issues with empathy accuracy and timely follow-up.
  
• Process orders returns exchanges and refunds in accordance with company policies.
  
• Maintain detailed and accurate records of all customer interactions using CRM systems.
  
• Collaborate with internal teams (logistics billing technical support) to escalate and resolve complex issues.
  
• Proactively identify recurring customer concerns and provide feedback to improve products and services.
  
• Ensure compliance with data privacy regulations and company confidentiality policies.
  
• Contribute to team performance goals by meeting key service level agreements (SLAs) and KPIs.
  
• Stay up to date with product knowledge promotions and policy updates to deliver accurate information.
  

Requirements

• High school diploma or equivalent; bachelors degree in Business Communications or a related field is a plus.
  
• 13 years of proven experience in customer service within retail e-commerce or a similar fast-paced environment.
  
• Strong verbal and written communication skills in both Arabic and English.
  
• Proficiency in using CRM tools (e.g. Salesforce Zendesk) Microsoft Office Suite and online support platforms.
  
• Ability to multitask remain calm under pressure and handle high-volume inquiries efficiently.
  
• Customer-first mindset with a commitment to delivering exceptional service.
  
• Basic problem-solving and critical thinking skills to address issues independently.
  
• Familiarity with e-commerce platforms and digital transaction processes.
  
• Willingness to work flexible shifts including weekends and holidays as needed.
  

Required Skills:

High school diploma or equivalent; bachelors degree in Business Communications or a related field is a plus. 13 years of proven experience in customer service within retail e-commerce or a similar fast-paced environment. Strong verbal and written communication skills in both Arabic and English. Proficiency in using CRM tools (e.g. Salesforce Zendesk) Microsoft Office Suite and online support platforms. Ability to multitask remain calm under pressure and handle high-volume inquiries efficiently. Customer-first mindset with a commitment to delivering exceptional service. Basic problem-solving and critical thinking skills to address issues independently. Familiarity with e-commerce platforms and digital transaction processes. Willingness to work flexible shifts including weekends and holidays as needed.

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