CX Escalation Specialist

Role & Responsibilities

• -
• Pick up unassigned tickets from the queue within the assignment SLA and take full ownership until closure.
• -
• Resolve buyer and seller issues at first contact using the knowledge base, order data in the internal system, and available self-service actions.
• -
• Log every ticket with accurate category, subject, and resolution notes so reporting stays clean and root causes remain traceable.
• -
• Trigger auto-refund and reverse payment flows for the four defined scenarios without escalating.
• -
• Escalate only when the issue falls outside Tier 1 authority, and only with a documented resolution attempt attached.
• -
• Close the loop with the customer on the original channel before marking a ticket resolved.
• -
• Flag repeat issues and knowledge gaps to the Team Lead so the root cause reaches the owning team.
• -
• Maintain accuracy and tone standards in every written response, in both Arabic and English.

Requirements

• -
• 1 to 3 years in customer support, operations, or marketplace support.
• -
• Fluent in Arabic and working English, written and spoken.
• -
• Comfortable working across multiple systems within a single case.
• -
• Writes clearly and briefly under time pressure.
• -
• Accountability mindset: owns the outcome, not the reply.
• -
• Willingness to work rotational shifts, including weekends, as required