E-commerce Platforms Operations & Customer Experience Specialist

Job Overview

We are looking for a highly skilled Operations Specialist to join our remote team. This role combines full operational management of e-commerce platforms (Noon, Extra, Trendyol, Salla) with after-sales service and customer experience management. The main objective is to ensure smooth and accurate operations, protect the seller account, and deliver outstanding technical support for electric scooter customers.

Key Responsibilities

1. Product Listing Management

• Upload and list new products across all four platforms, ensuring accuracy in descriptions, images, and categorization
• Optimize product visibility (platform SEO) to increase conversions and sales
• Continuously review and update existing listings according to each platform’s requirements

2. Order Processing

• Monitor the full order lifecycle from purchase to final delivery
• Coordinate with shipping companies (e.g., Aramex) to track shipments and resolve delivery issues
• Track failed deliveries or cancellations and take immediate action to avoid penalties

3. Ticket Management & Platform Communication

• Respond to support tickets on Noon, Extra, and Trendyol using professional Arabic and English communication
• Adhere to response time SLAs (24–48 hours) to avoid automatic ticket closure
• Follow up on open tickets and escalate when necessary

4. Returns & Disputes Management

• Process return requests accurately according to each platform’s policies
• Visually assess returned product images to determine usage and decide on acceptance or rejection
• Draft professional, evidence-based responses to protect the seller account in disputes
• Escalate policy violations and prepare formal compensation claims

5. Warranty & Technical Reporting

• Handle warranty claims for electric scooters and classify cases (manufacturing defect vs. misuse)
• Prepare bilingual (Arabic/English) technical inspection reports based on approved templates
• Coordinate with technical teams and service centers and follow up with customers until case closure

6. Database & Internal Systems Management

• Maintain and update the orders database on Airtable with high accuracy
• Search, reconcile, and report operational data
• Use AI tools (e.g., Claude / ChatGPT) to accelerate response and report drafting

7. Customer Support

• Respond to technical inquiries about electric scooters and provide guidance on usage and installation
• Communicate with customers via platform channels in a professional and friendly manner
• Manage escalated customer cases and coordinate with management when needed

Requirements & Qualifications

Experience:

• Minimum 2 years of hands-on experience with seller dashboards on Noon, Trendyol, and Extra
• Familiarity with Salla is a plus

Technical Skills:

• Strong experience in product listing and optimization
• Proficiency in Airtable or similar CRM systems
• Experience using AI tools for drafting responses and reports
• Solid understanding of return/warranty policies and seller account performance metrics

Language & Communication:

• Excellent written communication skills in both Arabic and English
• Ability to draft professional support emails

Soft Skills:

• High attention to detail
• Ability to manage multiple cases simultaneously
• Strong independent decision-making
• High level of organization and self-discipline