E-commerce Customer Service & Order Support Specialist

Role Overview

E-commerce Customer Service & Order Support Specialist at Alkaffary Group.

Role Purpose

Deliver responsive, first-contact customer support across multiple channels, manage order lifecycle from creation through delivery, and resolve returns, replacements and refunds to maintain customer satisfaction and operational efficiency.

Key Responsibilities

Customer Communication

• Respond to store customers via WhatsApp, chat, phone and email, resolving inquiries at first contact whenever possible.
• Monitor and respond to customer ratings and complaints on the store and external platforms.

Order & Shipment Management

• Track orders from creation through delivery: confirm, prepare, ship and monitor late shipments with delivery partners.
• Coordinate with warehouse and branches regarding product availability, alternatives and delivery timelines.

Returns, Replacements & Refunds

• Process returns, replacements and refunds according to company policy and close cases with the customer.

Case Management & Escalation

• Log cases and track pending items through closure.
• Escalate recurring issues for root-cause analysis and resolution.

Qualifications & Experience

• Two or more years of experience in e-commerce customer service or online retail.
• Direct hands-on experience operating order processes: tracking, returns, replacements and shipment partner coordination.
• Prior experience with at least one of the following platforms: Zed or Salla.
• Prior experience with at least one of the following delivery partners: Smsa, Aramex, Spel or iMile.

Skills & Competencies

• Arabic written communication using phrasing appropriate for Saudi customers.
• Practical English.
• Proficiency in Excel or Google Sheets at the level of daily reporting.
• Experience with ticketing systems or CRM.
• Experience with task management systems such as ClickUp or Asana.