Customer & Merchant Support Advisor

Role Overview

This position serves as the main point of contact for customers and merchants utilizing the WhatsApp ordering system. The specialist manages incoming inquiries related to order management, product information, merchant onboarding assistance, and complaint handling. Any technical issues that exceed first-level support are escalated to the external technical team with comprehensive documentation.

Key Responsibilities

Customer Inquiry Handling

Respond promptly and professionally to customer messages received via WhatsApp

Provide assistance with order placement, tracking, changes, and cancellations

Address complaints concerning delivery, payments, and product-related problems

Maintain a warm and brand-aligned tone in all customer communications

Merchant Support

Assist merchants with questions about product listings, order visibility, and status updates

Help merchants understand the WhatsApp ordering process

Communicate merchant feedback to internal teams

Technical Escalation

• Detect and document technical problems such as flow disruptions, message delivery issues, and bot malfunctions
• Create detailed escalation tickets including reproduction steps, screenshots, and impact on customers
• Coordinate with the external technical team on unresolved cases and inform relevant parties about resolution timelines
• Documentation & Reporting
• Record all interactions and resolutions in the assigned CRM or tracking tool
• Notify the team lead of recurring issues for trend analysis
• Assist in updating FAQs and the knowledge base
  
  

Requirements

Required Skills & Qualifications

• At least 2 years of experience in customer support, operations support, or a comparable client-facing role
• Excellent written communication skills in Arabic and English; bilingual proficiency is advantageous for mixed markets
• Experience with WhatsApp Business or similar messaging-based customer service platforms
• Basic knowledge of e-commerce or food and beverage ordering processes
• Capability to identify and clearly describe technical issues without necessarily solving them
• Familiarity with CRM systems, help desk software, or support ticketing platforms such as Freshdesk, Zendesk, Notion, or Sheets
• High attention to detail, a sense of ownership, and the ability to remain calm under pressure
  
  

Preferred Qualifications

• Previous experience supporting WhatsApp Business API workflows or chatbot solutions
• Background in merchant operations or marketplace platforms
• Knowledge of Microsoft Teams or equivalent tools for internal collaboration