Customer Service Executive; Arabic & English

Employment Type: Full-Time

We are looking for a proactive, customer-focused, and sales-driven Customer Service Executive who is fluent in both Arabic and English
. The ideal candidate will be responsible for delivering exceptional customer service across multiple communication channels while driving sales through customer engagement and abandoned cart recovery.

This role requires excellent communication skills, the ability to multitask in a fast-paced e-commerce environment, and a passion for providing outstanding customer experiences.

• Handle inbound and outbound customer calls professionally and efficiently.
• Contact customers with abandoned carts to recover lost sales and increase conversions.
• Respond to customer inquiries via phone, Whats App, email, live chat, and social media.
• Resolve customer complaints with professionalism and empathy while ensuring customer satisfaction.
• Process order cancellations, modifications, exchanges, and refund requests.
• Retain customers by understanding the reason for cancellation and offering suitable alternatives, product recommendations, or solutions whenever possible.
• Follow up with customers regarding pending orders, deliveries, payments, and service requests.
• Provide accurate information about products, promotions, pricing, availability, and company policies.
• Upsell and cross-sell products whenever appropriate to maximize revenue.
• Build strong customer relationships to encourage repeat purchases and brand loyalty.
• Coordinate with the warehouse, logistics, and e-commerce teams to resolve order-related issues.
• Escalate complex customer issues to the appropriate department when required.
• Maintain accurate customer records and update all interactions in the CRM or Shopify system.
• Ensure all customer communications are handled in a professional, friendly, and timely manner.
• Assist customers before, during, and after their purchase journey to deliver an exceptional shopping experience.

• Minimum 2–3 years of experience in Customer Service, Call Center, or E-commerce Support.
• Fluent in Arabic and English (spoken and written) is mandatory.
• Excellent verbal and written communication skills.
• Strong sales and negotiation skills with the ability to convert inquiries into sales.
• Experience in handling inbound and outbound calls.
• Experience with Whats App Business, email support, live chat, and CRM systems.
• Experience with Shopify or any e-commerce platform is an advantage.
• Ability to handle multiple tasks simultaneously while maintaining accuracy.
• Strong problem-solving and conflict resolution skills.
• Ability to work under pressure in a fast-paced environment.
• Professional, positive, and customer-focused attitude.
• Good computer skills, including Microsoft Office and Google Workspace.

• Previous experience in the perfume, beauty, luxury retail, or e-commerce industry.
• Experience using Shopify, Gorgias, Zendesk, Freshdesk, or similar customer support platforms.
• Sales-oriented mindset with a proven ability to recover abandoned carts and retain customers.

• Medical insurance provided.
• Professional and supportive work environment.
• Training and development programs.
• Opportunity to work with a leading e-commerce and luxury retail company.