Customer Service Representative

About the role

We are hiring on behalf of Oatful, a UAE‑based healthy protein breakfast brand that delivers worldwide. The Customer Service Representative will handle customer inquiries across multiple channels and ensure orders move smoothly from purchase to delivery.

Key responsibilities

• Respond to customer inquiries via email, live chat, WhatsApp and social media in a friendly, timely and accurate manner.
• Handle order‑related questions such as tracking, delivery timing, subscription details and product information.
• Troubleshoot and resolve issues, including missing or delayed orders, and escalate genuine complaints.
• Coordinate with logistics and courier partners to chase delayed shipments, resolve delivery problems and confirm proof of delivery.
• Maintain accurate records of conversations, flag recurring issues and identify patterns that need attention.
• Use the Shopify store to look up orders, customer details and subscription status.
• Manage conversations through chat and help‑desk tools (Tidio or Gorgias), keeping response times fast and queues clear.
• Support basic order actions such as updating addresses or applying approved discount codes.

Required profile

• Strong written English with a friendly, patient tone.
• Comfortable working across email, live chat, WhatsApp and social media DMs.
• Reliable, detail‑oriented and able to work with international customers across time zones.
• Experience communicating directly with logistics/courier teams to resolve delivery issues.

Required skills

• Shopify – managing orders, customer records and basic store administration.
• Tidio or Gorgias – experience using chat/help‑desk tools.
• Experience coordinating with logistics and courier partners.