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.