Customer Service Executive (Arabic & English)

About the Role

This position is for a customer-first and sales-minded Customer Service Executive who can work confidently in both Arabic and English. Based in Ajman, UAE, the role focuses on delivering excellent support across several communication channels while also helping recover abandoned carts and improve sales conversions.

The right candidate should be comfortable in a busy e-commerce setting, able to juggle multiple tasks, and committed to creating a smooth and positive experience for every customer.

Key Responsibilities

• Manage inbound and outbound phone conversations in a professional and efficient way.
• Reach out to customers who left items in their carts and work to turn missed purchases into completed sales.
• Answer customer questions through phone, WhatsApp, email, live chat, and social platforms.
• Address complaints with tact, empathy, and a focus on customer satisfaction.
• Handle cancellations, order changes, exchange requests, and refund-related queries.
• Keep customers from leaving by identifying the reason for cancellation and suggesting alternatives, relevant products, or practical solutions.
• Stay in touch with customers regarding pending orders, deliveries, payment follow-ups, and service requests.
• Share correct details about products, offers, pricing, stock status, and company policies.
• Use appropriate moments to upsell and cross-sell in order to improve revenue.
• Strengthen customer connections to encourage repeat business and long-term loyalty.
• Work with warehouse, logistics, and e-commerce teams to solve order issues.
• Escalate difficult cases to the right department when needed.
• Record customer information accurately and update every interaction in CRM or Shopify.
• Ensure all communication is timely, courteous, and handled with professionalism.
• Support customers throughout the buying journey before, during, and after purchase.

Requirements

• At least 2–3 years of experience in customer service, call center operations, or e-commerce support.
• Strong spoken and written command of both Arabic and English is required.
• Excellent communication skills, both verbal and written.
• Proven ability to sell, negotiate, and convert customer interest into orders.
• Hands-on experience with inbound and outbound calling.
• Familiarity with WhatsApp Business, email handling, live chat, and CRM tools.
• Experience using Shopify or a similar e-commerce platform will be an advantage.
• Comfortable handling several tasks at once without compromising accuracy.
• Strong ability to solve problems and manage conflicts.
• Capable of performing well under pressure in a fast-moving environment.
• Positive, professional, and customer-oriented approach.
• Good computer literacy, including Microsoft Office and Google Workspace.

Preferred Qualifications

• Background in perfume, beauty, luxury retail, or e-commerce businesses.
• Experience with support platforms such as Shopify, Gorgias, Zendesk, Freshdesk, or similar tools.
• Sales-focused approach with a demonstrated ability to recover abandoned carts and retain customers.

What We Offer

• Competitive compensation.
• Visa sponsorship provided.
• Medical insurance coverage.
• Opportunities for career advancement.
• Supportive and professional work atmosphere.
• Training and development opportunities.
• The chance to contribute in a leading e-commerce and luxury retail environment.

Additional Information

Location: Ajman, UAE

Employment Type: Full-Time