Merchant Care Officer

Role Overview

Merchant Care Officer at Salla, based in the MENA region. Salla is one of the fastest-growing e-commerce platforms in the region, delivering innovative technology solutions that empower businesses to scale and succeed.

Company Overview

Salla is one of the fastest-growing e-commerce platforms in the MENA region. The company continues to expand and is building out its Customer Support team.

Role Purpose

Provide high-quality support to merchants using the Salla platform, resolving issues efficiently and ensuring an exceptional customer experience across all communication channels.

Key Responsibilities

Support Delivery

• Respond to merchant inquiries and issues via multiple support channels including chat, email, and tickets.
• 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.

Operations & Knowledge Management

• Document recurring issues and escalate improvement opportunities to relevant internal teams.
• Continuously update internal knowledge base and follow standard operating procedures.
• Contribute to improving customer experience and operational efficiency.

Collaboration

• Collaborate with cross-functional teams to ensure fast and efficient issue resolution.

Qualifications & Experience

• Bachelor's degree in Business Administration or a closely related field from an accredited institution.
• 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.

Skills & Competencies

• Demonstrated fluency in Arabic with strong verbal and written communication skills.
• Intermediate proficiency in English with the ability to effectively handle customer interactions in both written and spoken formats.
• Proven ability to manage at least 3 concurrent customer cases or chat interactions while maintaining quality, accuracy, and response time standards.
• Ability to independently diagnose and resolve customer issues, demonstrated through experience handling Tier 1 support cases or similar operational challenges.
• Experience working in a fast-paced, high-volume customer support environment with the ability to manage multiple priorities effectively.