Customer Service Executive - E-Commerce (Consumer)

About the role

We are seeking a bilingual (English‑Arabic) Customer Service Executive to join our e‑commerce team, providing end‑to‑end support for consumers purchasing premium appliances online. The role involves handling inquiries via phone, email and live chat, delivering accurate product guidance, order assistance and post‑purchase troubleshooting.

Key responsibilities

• Manage customer interactions across phone, email and live‑chat channels with professionalism and efficiency.
• Provide accurate product information, order support and post‑purchase assistance for e‑commerce customers.
• Assist customers with basic appliance troubleshooting, including rebooting and resetting devices.
• Resolve complaints and inquiries promptly, escalating complex cases when required.
• Log and track all interactions in Freshdesk or a similar ticketing system.
• Coordinate with logistics, technical support and warehouse teams to ensure timely issue resolution.
• Meet KPIs related to response time, resolution time and customer satisfaction.

Required profile

• Minimum 5 years of experience in customer service, preferably in e‑commerce or direct‑to‑consumer environments.
• Fluent in written and spoken English and Arabic.
• Hands‑on experience with Freshdesk or comparable CRM/ticketing platforms.
• Strong communication and problem‑solving abilities with a customer‑first mindset.
• Ability to multitask across multiple channels in a fast‑paced environment.

Required skills

• Freshdesk (or similar ticketing system)
• Magento (order management and e‑commerce workflow)