Client Support

Role Overview

• This role is the primary point of contact for customers and merchants using the WhatsApp
• ordering flow. The specialist handles inbound inquiries across order management, product
• questions, merchant onboarding support, and complaint resolution. Technical issues beyond first line scope are escalated to the external technical team with full documentation.

Working Conditions

• Working Schedule: 6 days per week.
• Shift Duration: 10-hour rotational shifts.
• Days Off: 1 rotational day off per week.

Key Responsibilities

• Customer Inquiry Handling
• ◦ Respond to customer messages via WhatsApp in a timely and professional manner
• ◦ Assist with order placement, tracking, modifications, and cancellations
• ◦ Resolve complaints related to delivery, payments, and product issues
• ◦ Maintain a friendly, brand-consistent tone in all customer interactions
• Merchant Support
• ◦ Support merchant inquiries related to product listings, order visibility, and status
• updates
• ◦ Assist merchants with understanding the WhatsApp ordering workflow
• ◦ Relay merchant feedback to internal stakeholders
• Technical Escalation
• ◦ Identify and log technical issues (e.g. broken flows, message delivery failures, bot
• errors)
• ◦ Create clear escalation tickets with reproduction steps, screenshots, and customer
• impact
• ◦ Follow up with the external technical team on open issues and communicate
• resolution timelines to affected parties
• Documentation & Reporting
• ◦ Log all interactions and resolutions in the designated CRM or tracking sheet
• ◦ Flag recurring issues to the team lead for pattern analysis
• ◦ Contribute to FAQ and knowledge base updates

Requirements

• Minimum 2 years of experience in Customer Support, Operations Support, or a similar client-facing role.
• Strong written and verbal communication skills in Arabic and English (bilingual proficiency is preferred for supporting mixed markets).
• Familiarity with WhatsApp Business or similar messaging-based customer service platforms.
• Basic understanding of e-commerce or food & beverage ordering workflows.
• Ability to identify, document, and clearly communicate technical issues to the relevant teams without necessarily resolving them directly.
• Experience using CRM systems , help desk platforms, or support ticketing tools such as Freshdesk, Zendesk, Notion, or Google Sheets .
• Excellent attention to detail with a strong sense of ownership, accountability, and the ability to remain calm under pressure.
• Strong problem-solving, multitasking, and time management skills.
• Customer-focused mindset with the ability to handle high volumes of inquiries professionally.

Working Conditions

• Working Schedule: 6 days per week.
• Shift Duration: 10-hour rotational shifts.
• Days Off: 1 rotational day off per week.