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).