Customer Support Executive - E-commerce Marketplace

About the role

Setinone is a growing furniture and home‑decor e‑commerce marketplace in the UAE. The Customer Support Executive will be the primary point of contact for shoppers, ensuring every interaction is professional, empathetic and efficient.

Key responsibilities

• Handle all customer inquiries, complaints and requests via chat, email, phone and social media.
• Provide accurate information on orders, deliveries, returns and refunds.
• Coordinate with logistics, warehouse and operations teams to resolve delivery or product issues.
• Record and follow up on complaints and escalations, ensuring timely closure.
• Maintain high levels of customer satisfaction and service quality.
• Monitor and respond to website chat and contact forms in real time.
• Support order tracking and proactively update customers on order status.
• Prepare daily and weekly service reports highlighting key issues and resolutions.
• Suggest improvements based on customer feedback and recurring issues.
• Maintain proper records in CRM or ticketing systems.

Required profile

• Bachelor's degree or diploma in Business, Communications or a related field.
• Minimum 3 years of customer service experience in an e‑commerce or online retail company in the UAE.
• Strong English communication skills; Arabic is an advantage.
• Excellent problem‑solving and conflict‑resolution abilities.
• Ability to multitask and handle high volumes of inquiries efficiently.
• Solid understanding of e‑commerce order flow from placement to delivery.
• Proficient in Microsoft Office, CRM tools and chat/email management platforms.
• Customer‑oriented with a professional and positive attitude.

Required skills

• CRM tools
• Microsoft Office
• Chat/email management platforms

What we offer

• Competitive salary and growth opportunities.
• Friendly and collaborative work environment.
• Exposure to a fast‑paced e‑commerce and marketplace ecosystem.
• Standard UAE benefits package.