Customer Service Executive

About the role

The Customer Service Executive will support Beside Group’s e‑commerce department by handling customer inquiries, payments, returns, exchanges and delivery issues. The role aims to maintain the highest level of customer satisfaction while contributing to the growth of online sales.

Key responsibilities

• Respond to customer requests via inbound calls, email, chat and social media in a timely manner.
• Provide accurate and complete information by extracting data from the appropriate systems.
• Handle complaints professionally, identify root causes and resolve issues to the customer’s satisfaction.
• Collect and analyse customer feedback and monitor satisfaction levels.
• Follow up with customers when required and achieve KPI targets while maintaining quality.
• Coordinate with stores and warehouses to resolve delayed orders, using ERP and courier portals.
• Communicate with courier partners to ensure timely delivery.
• Manage the returns process, create reverse shipments and guarantee prompt refunds.
• Search multiple data sheets for store communications, courier contacts and item details.

Required profile

• Fluent in English and Arabic.
• University degree.
• 1–2 years of customer service experience, preferably in e‑commerce.
• Strong MS Office and Excel skills.
• Experience handling calls, emails and social‑media support.
• Familiarity with Zendesk or similar ticketing tools.

Required skills

• Microsoft Excel
• Microsoft Office suite
• Zendesk
• ERP systems
• Courier portal tools