Bilingual Customer Service Representative (Arabic & English)

About the role

Starco Holding’s E‑Commerce department is looking for a bilingual Customer Service Representative fluent in Arabic and English to handle customer communications across its e‑commerce sites. The role involves responding to inquiries via chat, email and phone, and coordinating with internal teams to resolve issues efficiently.

Key responsibilities

• Handle customer inquiries across all current and future Starco Holding e‑commerce websites via chat, email, and phone in both Arabic and English.
• Coordinate with the Fulfillment department regarding new order inquiries, refunds, and exchanges.
• Work with the Accounting department to process and follow up on refunds and exchanges.
• Track order status, shipping updates, returns, and exchanges, ensuring timely communication with customers.
• Maintain organized documentation of customer interactions, cases, and follow‑ups.
• Identify recurring issues across departments and report patterns to management.
• Oversee that all customer inquiries are answered professionally and within service standards.

Required profile

• Fluency in Arabic and English (written and spoken).
• Previous experience in customer service, preferably within e‑commerce, retail, or order fulfillment.
• Strong organizational skills with the ability to manage multiple tasks and priorities.
• Proven ability to follow up effectively across different departments (accounting, fulfillment, logistics).
• High attention to detail and strong problem‑solving skills.
• Must be based in or able to commute to City Stars, Cairo for on‑site work.

Required skills

• CRM systems
• Order management systems