Full job description
Location: Egypt – Remote
Employment Type: Full-time
Position Summary
We are seeking a highly skilled, senior-level customer service professional to manage and enhance the customer experience for our e-commerce business. The role requires advanced communication skills, deep knowledge of MS office 7 online retail platforms, and the ability to lead processes that increase customer satisfaction and loyalty.
Key Responsibilities
Customer Interaction & Problem Solving
- Handle escalated customer inquiries via email, live chat, social media, and phone in Arabic and English.
- Resolve complex issues quickly, professionally, and in a way that ensures repeat business.
- Monitor and respond to customer reviews and feedback on e-commerce platforms.
E-Commerce Platform Operations
- Manage customer orders, refunds, and returns using Excel,Magento, or similar platforms.
- Troubleshoot order processing, payment, or delivery issues with internal teams and logistics providers.
- CMS & product management/coordination and partners handling
Quality & Performance
- Maintain first-response time, resolution time, and CSAT (Customer Satisfaction Score) targets.
- Analyze recurring complaints and recommend process improvements to management.
- Implement and update customer service SOPs.
- Expert in Excel and data management
Leadership & Training
- Mentor junior agents, providing feedback, coaching, and training on best practices.
- Collaborate with the training department to create knowledge base articles and FAQs.
Sales & Upselling
- Identify opportunities to cross-sell and upsell products based on customer needs.
- Support marketing campaigns by engaging customers with promotions.
Reporting
- Prepare daily/weekly and monthly performance reports (sales,tickets handled, resolution rates, customer satisfaction trends…).
- Report any operational bottlenecks to the management team.
Required Skills & Qualifications
- Education: Bachelor’s degree in Business, Marketing, Communications, or related field.
- Experience: 4+ years in e-commerce customer service, at least 1 year in a senior or lead role.
- Languages: Fluency in Arabic & English (spoken Clear Arabic GCC dialect and written)
- Technical Skills:
- Proficient in e-commerce platforms (Shopify, WooCommerce, Magento, Amazon Seller Central).
- Strong knowledge of CRM/ticketing tools .
- Familiarity with order tracking, payment gateways, and logistics workflows.
- Soft Skills: Exceptional communication, empathy, leadership, and conflict resolution skills.
- Other: Ability to work flexible hours across time zones, strong internet connection, and a quiet remote workspace.
Job Type: Full-time
Pay: From E£16,000.00 per month