Customer Support Representative Retail - Inbound (3 Month Contract)

You'll be the first point of contact for our customers and a key support to our sales team, handling inquiries, orders and complaints across every channel and turning conversations into sales for our Christmas Season.

Desired Candidate Profile

• Respond to customer inquiries by email, phone, WhatsApp, Instagram/Facebook DMs and website live chat, within set response times (live chat within 5 minutes, emails within 1 to 2 hours)

• Give accurate information on products, pricing, stock, order status, delivery and returns Place orders manually on Shopify, send Stripe payment links and explain pay-later options (Tabby, Tamara)

• Log and track complaints using our reference system, tag orders in Shopify, and escalate to sales, e-commerce, operations, warehouse or finance when needed

• Process refunds, replacements, store credits and coupons in line with company policy, coordinating with accounts and the warehouse

• Recommend related products and upsell to increase order value

• Reply to customer reviews on Trustpilot, Google and our website

• Prepare a regular customer feedback report showing trends, root causes and improvement actions

• Support sales with B2B inquiries and client registration in Zoho

• Support B2C festive campaigns, including order coordination, delivery and installation follow-up

• Keep all customer data confidential

  Requirements 2 to 4 years in customer service or sales support, ideally in UAE retail, e-commerce, home decor or luxury

• Excellent spoken and written English; Arabic is a plus

• Hands-on with Shopify or a similar platform, WhatsApp Business and MS Excel

• Stripe, Zoho or Sleekflow experience is an advantage

• Calm and empathetic with complaints, focused on solutions

• Confident at upselling and closing sales

• Organised, detail-oriented and consistent with follow-ups

• Knowledge of UAE consumer protection rules is an advantage

• Able to work Monday to Saturday, with extended hours & Flexible days in the festive season (October to December 3 months Contract )

• Immediate Joiners Only