Alkaffary Group
E-commerce Customer Service & Order Support Specialist
🇸🇦 Riyadh, Saudi Arabia🏢 On-site
E-commerceCustomer ServiceZidSallaCRMClickUpAsanaExcel
Translated from Arabic — view original
E-commerce Customer Service & Order Support Specialist
المهام
- الرد على عملاء المتجر عبر واتساب والدردشة والهاتف والبريد، وحل استفساراتهم في أول تواصل قدر الإمكان
- متابعة الطلبات من الإنشاء حتى التسليم: التأكيد، التجهيز، الشحن، وتتبع الشحنات المتأخرة مع شركات التوصيل
- معالجة المرتجعات والاستبدال والاسترداد وفق سياسة الشركة، وإغلاق الحالة مع العميل
- التنسيق مع المستودع والفروع بشأن التوفر والبدائل ومواعيد التسليم
- تسجيل الحالات ومتابعة المعلّق منها حتى الإغلاق، ورفع المتكرر منها لتُعالج من جذرها
- رصد تقييمات العملاء وشكاواهم على المتجر والمنصات والرد عليهاما يميّزك
- خبرة مباشرة على منصة زد أو سلة
- استخدام نظام تذاكر أو CRM
- العمل على أنظمة إدارة مهام مثل ClickUp أو Asana
- تعامل سابق مع سمسا أو أرامكس أو سبل أو iMile
- سنتان فأكثر في خدمة عملاء متجر إلكتروني أو تجزئة عبر الإنترنت
- ممارسة فعلية لتشغيل الطلبات: التتبع، المرتجعات، الاستبدال، متابعة شركات الشحن
- العربية كتابةً بلهجة مفهومة للعميل السعودي، وإنجليزية عملية
- إجادة الإكسل أو Google Sheets في مستوى التقارير اليومية
يميّزك: خبرة مباشرة على منصة زد أو سلة · نظام تذاكر أو CRM · ClickUp أو Asana · تعامل سابق مع سمسا أو أرامكس أو سبل أو iMile
At a Glance
- Category
- 📢 Marketing & Sales
- Level
- Mid-Level
- Type
- Full-time
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Responsibilities
- Respond to store customers via WhatsApp, chat, phone, and email, resolving their inquiries during the first point of contact whenever possible.
- Follow up on orders from creation to delivery: confirmation, preparation, shipping, and tracking delayed shipments with delivery companies.
- Process returns, exchanges, and refunds in accordance with company policy and close the status with the customer.
- Coordinate with the warehouse and branches regarding availability, alternatives, and delivery dates.
- Log cases and follow up on pending ones until closure, and escalate recurring issues to be addressed at the root.
- Monitor customer ratings and complaints on the store and platforms and respond to them.What Sets You Apart
- Direct experience with the Zid or Salla platform.
- Experience using a ticketing system or CRM.
- Experience working on task management systems such as ClickUp or Asana.
- Previous experience dealing with SMSA, Aramex, SPL, or iMile.• Two or more years in customer service for an e-commerce store or online retail.
- Hands-on experience in order operations: tracking, returns, exchanges, and following up with shipping companies.
- Proficiency in written Arabic in a dialect understandable to Saudi customers, and functional English.
- Proficiency in Excel or Google Sheets at a daily reporting level.
What Sets You Apart: Direct experience with the Zid or Salla platform · Ticketing system or CRM · ClickUp or Asana · Previous experience dealing with SMSA, Aramex, SPL, or iMile
Requirements
- •Two or more years in customer service for an e-commerce store or online retail
- •Hands-on experience in order operations: tracking, returns, exchanges, and following up with shipping companies
- •Proficiency in written Arabic in a dialect understandable to Saudi customers
- •Functional English proficiency
- •Proficiency in Excel or Google Sheets at a daily reporting level
Nice to Have
- •Direct experience with the Zid or Salla platform
- •Experience using a ticketing system or CRM
- •Experience working on task management systems such as ClickUp or Asana
- •Previous experience dealing with SMSA, Aramex, SPL, or iMile
Responsibilities
- •Respond to store customers via WhatsApp, chat, phone, and email
- •Follow up on orders from creation to delivery (confirmation, preparation, shipping, tracking)
- •Process returns, exchanges, and refunds in accordance with company policy
- •Coordinate with the warehouse and branches regarding availability, alternatives, and delivery dates
- •Log cases and follow up on pending ones until closure
- •Escalate recurring issues to be addressed at the root
- •Monitor customer ratings and complaints on the store and platforms and respond to them
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Stop — Check First
- Check your resume before Alkaffary Group rejects it
- Get AI-rewritten bullet points
- Download Gulf-ready CV
60 seconds. $5.88 one-time.
GCC Info
Company
Alkaffary Group is a Saudi Arabian conglomerate with interests in various sectors including automotive, construction, and services. They operate primarily within Saudi Arabia.