Job summary
E-commerce Customer Service & Order Support Specialist at Alkaffary Group in Riyadh. The role handles customer inquiries, manages orders from creation to delivery, processes returns and exchanges, and coordinates with warehouse and couriers.
Key responsibilities
- Respond to store customers via WhatsApp, chat, phone and email, aiming to resolve on first contact
- Follow orders from creation to delivery: confirm, prepare, ship and track delayed shipments
- Handle returns, exchanges and refunds according to company policy and close cases with customers
- Coordinate with warehouse and branches on stock, alternatives and delivery timings
- Log cases, follow pending ones until closure and escalate recurrent issues for root-cause fixes
- Coordinate and execute custom-order requests and prepare related reports
Requirements
- 2+ years in e-commerce customer service or online retail
- Practical experience managing orders: tracking, returns, exchanges, carrier follow-up
- Clear written Arabic for Saudi customers and functional English
- Proficient with Excel or Google Sheets for daily reports
- Direct experience with Zid or Salla is a plus
- Familiarity with ticketing/CRM and task managers like ClickUp or Asana is a plus
- Prior interaction with carriers (SAMSa, Aramex, Sbl, iMile) is a plus
Skills
ZidSallaCRMTicketing systemsClickUpAsanaExcelGoogle SheetsShipment trackingCustomer support
Source: Workable. Last checked as open: 14 Nov 2026. You apply directly with the employer.
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