Preferred Industry Background : Ecommerce Industry
Work Experience : 3+ years of experience in eCommerce customer support, with at least 1 year in a supervisory or management role.
Location : Egypt
Qualification : Bachelor’s degree or equivalent experience in Business, Communication, or related field.
Annual Salary (CTC) : As per Industry
TeamPlus
- 1. Customer Support Operations:
- Handle customer inquiries across channels (email, live chat, phone, WhatsApp, social media) regarding orders, shipping, returns, product info, etc.
- Resolve escalated or complex issues and ensure customer satisfaction.
- Monitor and prioritize incoming queries using helpdesk software (e.g., Zendesk, Gorgias, Fresh desk).
- Maintain accurate customer records and follow up promptly on open tickets.
- 2. Team Leadership & Performance:
- Lead and support the customer support team; assist them with challenging cases when needed.
- Train new agents and ensure team members follow best practices and tone of voice.
- Monitor performance metrics like response time, resolution rate, and CSAT.
- Schedule shifts and ensure proper staffing during peak hours and campaigns.
- 3. Process & Systems Improvement:
- Document FAQs and improve knowledge base content.
- Identify recurring issues and work with relevant teams (logistics, tech, product) to resolve root causes.
- Suggest and implement improvements in workflows, scripts, and customer touchpoints.
- Support automation and efficiency tools where possible (e.g., canned responses, chatbots, rules).
- 4. Reporting & Analysis:
- Track key support KPIs and prepare weekly/monthly reports.
- Analyze customer feedback and recommend improvements to product, website UX, and policies.
Bachelor’s degree or equivalent experience in Business, Communication, or related field. - 3+ years of experience in eCommerce customer support, with at least 1 year in a supervisory or management role.
- Strong understanding of eCommerce operations, order life cycle, and return processes.
- Experience using platforms such as Shopify, Woo Commerce, Magento, or Big Commerce.
- Proficiency in helpdesk tools (Zendesk, Gorgias, Fresh desk, etc.).
- Excellent English written and verbal communication skills.
- Arabic Language is a must.
- Customer-obsessed mindset with problem-solving abilities.
- Ability to multitask, work under pressure, and handle escalations professionally.