Desired Candidate Profile

• Respond to customer inquiries by email, phone, WhatsApp, Instagram/Facebook DMs and website live chat, within set response times (live chat within 5 minutes, emails within 1 to 2 hours)
• Give accurate information on products, pricing, stock, order status, delivery and returns Place orders manually on Shopify, send Stripe payment links and explain pay-later options (Tabby, Tamara)
• Log and track complaints using our reference system, tag orders in Shopify, and escalate to sales, e-commerce, operations, warehouse or finance when needed
• Process refunds, replacements, store credits and coupons in line with company policy, coordinating with accounts and the warehouse
• Recommend related products and upsell to increase order value
• Reply to customer reviews on Trustpilot, Google and our website
• Prepare a regular customer feedback report showing trends, root causes and improvement actions
• Support sales with B2B inquiries and client registration in Zoho
• Support B2C festive campaigns, including order coordination, delivery and installation follow-up
• Keep all customer data confidential
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• Requirements 2 to 4 years in customer service or sales support, ideally in UAE retail, e-commerce, home decor or luxury
• Excellent spoken and written English; Arabic is a plus
• Hands-on with Shopify or a similar platform, WhatsApp Business and MS Excel
• Stripe, Zoho or Sleekflow experience is an advantage
• Calm and empathetic with complaints, focused on solutions
• Confident at upselling and closing sales
• Organised, detail-oriented and consistent with follow-ups
• Knowledge of UAE consumer protection rules is an advantage
• Able to work Monday to Saturday, with extended hours & Flexible days in the festive season (October to December 3 months Contract )
• Immediate Joiners Only
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