E-Commerce Customer Complaints Specialist

Essential Qualifications & Skills

Receive and log customer complaints through all channels (Siebel, chat, email, phone, social media, etc.).

Investigate each case by coordinating with internal teams (hybris, logistics, warehouse, commercial, IT, etc.).

Identify underlying issues causing customer complaints.

Recommend preventive actions to reduce recurrence.

Escalate recurring or critical issues to management with detailed findings.

Maintain an updated tracker for all complaints.

Highlight systemic issues impacting customer experience.

Work closely with E-commerce, CX, and Operations teams to ensure quick resolution.

Coordinate with 3rd-party partners when required (delivery, suppliers, etc.).

Ensure professional, empathetic, and solution-oriented communication with customers.

Follow up with customers post-resolutions to confirm satisfaction where applicable.

Ensure all resolutions follow company policies, SLAs, and e-commerce procedures.

Protect customer data and maintain confidentiality in all cases.

Requirements

Bachelor’s degree, Customer Service, or related field.

2 years of experience in customer service (complaints handling preferred).

Excellent written and verbal communication (Arabic & English preferred).

Proficiency in CRM and ticketing systems (e.g., Zendesk, Salesforce, Hybris, or similar).

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