Client Advisor - E-Commerce

OBJECTIVE/ PURPOSE OF THE JOB:

The E-commerce Customer Service & Order Fulfillment Executive is responsible for delivering an exceptional online customer experience throughout the complete order lifecycle. The role ensures accurate order processing, timely fulfillment, proactive customer communication, and efficient after-sales support while driving customer satisfaction, retention, and online sales. The position also supports revenue growth through cross-selling, upselling, performance reporting, and continuous process improvement.

Area of Focus:

•    Deliver exceptional customer service across all digital channels including phone, email, WhatsApp, and live chat.
•     Respond promptly and professionally to customer inquiries.
•     Handle customer complaints and resolve issues within agreed SLAs.
•     Build long-term customer relationships through personalized service.
•   Provide accurate information regarding products, availability, sizing, delivery timelines, returns and promotions.
•     Maintain excellent customer satisfaction levels and service quality.
•     Escalate complex issues to the E-commerce Manager when required.
•     Ensure all customer interactions are documented accurately.
•       Identify opportunities to recommend complementary products.
•     Promote relevant campaigns and exclusive online services.
•     Encourage customers to purchase additional products where appropriate.
•     Support abandoned cart recovery initiatives.
•     Assist in driving repeat purchases through personalized follow-ups.
•     Promote loyalty program benefits and customer account registrations.
•     Support concierge and assisted selling initiatives.
•     Monitor new website orders and ensure timely processing.
•     Coordinate with stores, warehouse, logistics and courier partners for order fulfillment.
•     Allocate inventory and follow up on order picking and packing.
•     Ensure all orders are shipped within agreed timelines.
•     Monitor shipment status until successful delivery.
•     Coordinate re-delivery attempts whenever required.
•      Handle order modifications, cancellations and refund requests.
•      Process exchanges and returns in accordance with company policies.
•      Investigate failed deliveries and coordinate corrective actions.
•      Monitor payment status and support payment-related inquiries.
•      Ensure order accuracy and minimize fulfillment errors.
•      Maintain daily order tracking reports
•      Prepare daily operational reports including:
•      Monitor customer service KPIs.
•      Identify recurring customer issues and recommend improvements.
•      Support sales reporting and campaign performance tracking.
•      Maintain accurate records for management reporting.

Skills and Abilities:

•       1-2 years of experience in E-commerce Customer Service or Order Fulfillment. 
•        Experience working on Shopify, Adobe Commerce (Magento), Salesforce Commerce or similar platforms.
•        Experience using CRM or ticketing systems.
•        Experience coordinating with logistics providers.
•        Experience of handling customer complaints and order management.
•        Excellent verbal and written communication.
•        Strong customer service mindset.
•        Excellent organizational skills.
•        Strong attention to detail.
•        Ability to multitask under pressure.
•       Strong problem-solving skills.
•       Excellent follow-up skills.
•       Good analytical and reporting abilities.
•         Strong Microsoft Excel skills. 
•       Experience using Microsoft Office.
•       Knowledge of OMS and ERP systems is an advantage.
•       Knowledge of shipping and fulfillment processes.
•       Ability to work during weekends, holidays and peak campaigns when required.
•       Fluent English and Arabic.