Customer Service Executive

Head of Customer Service (E‑commerce) — Dubai | Full‑time or Part‑time

About the brand
Digital‑first skincare brand selling online across the GCC.

The role (80/20)
Deliver fast, friendly, accurate support across WhatsApp/Chat/Email/Phone—and turn customers into loyal fans.

Key outcomes (first 90–180 days)

• First response ≤ 2 hours (business hours) and resolution < 24 hours across channels.
• CSAT ≥ 90%, NPS ≥ 60; contact rate/order ↓ 20% via self‑serve and clear comms.
• Launch knowledge base, macros, QA program (≥ 90% QA score).
• Return/refund TAT ≤ 48 hours; tight coordination with Warehouse/3PL for replacements.
• Implement or optimize Zendesk/Gorgias/Freshdesk with Shopify; publish weekly dashboards.
• Weekly VOC insights to Product, Growth, and Ops (themes + actions).

What you’ll do

• Manage the CS team (hiring, training, schedules; 7‑day coverage planning as needed).
• Own SLA playbooks for WhatsApp, live chat, email, phone; escalate exceptions fast.
• Build proactive comms: tracking, delay notices, product education, regimen guidance.
• Partner with Ops on address verification and RTO reduction; with Growth on offers that reduce refunds.
• Report FRT, AHT, resolution rate, CSAT/NPS, contact drivers, refund reasons.

Must‑haves

• 3–6+ years in e‑commerce customer service with team leadership.
• Tools: Zendesk/Gorgias/Freshdesk, WhatsApp Business, Shopify; strong Excel/Sheets.
• Clear written English; Arabic a plus. Skincare/beauty experience is an advantage.

Compensation & benefits

• Full‑time base: AED 12,000–15,000
• Visa, health insurance, annual leave per UAE law.

How to apply (Indeed) — include

• CV + a one‑page metrics snapshot (FRT/AHT/CSAT/NPS before → after) + 3 macros/KB examples you created.

Job Types: Full-time, Part-time

Pay: AED8,000.00 - AED12,000.00 per month