Ecom Customer Service Coordinator

Ecom Customer Service Coordinator Get AI-powered advice on this job and more exclusive features.Sign in to access AI-powered advices Continue with Google Continue with Google Continue with Google Continue with Google Continue with Google Continue with Google Continue with Google Continue with Google Continue with Google Continue with Google Continue with Google Continue with Google Direct message the job poster from KAYALIGlobal Talent Acquisition Manager @ KAYALI

Talent Acquisition, Recruitment Who We Are Fueled by passion, KAYALI was founded in 2018 by beauty mogul and fragrance fanatic, Mona Kattan. Translating to ‘my imagination’ in Arabic, KAYALI provides a modern fragrance experience inspired by Mona’s rich Middle Eastern heritage and the art of layering scents to help you create your mood; where sharing scents is a ritual and smelling good is both an act of goodwill and self-love. Mona collaborates with some of the world’s most renowned perfumers and sources the finest ingredients to create unique juices that are infinitely memorable, long-lasting, and cruelty-free. Each luxurious fragrance is an ode to true craftsmanship and tells a special story, from the addictive notes to the multi-faceted jeweled bottles.Our Mission To make everyone feel like the diamond they are! To build a global community of fragrance lovers through the power of scent and by providing them with the most innovative & luxurious fragrances, education and sharing our Middle Eastern fragrance rituals with the world.Summary The E-commerce Customer Service Coordinator is responsible for delivering exceptional service to online customers, ensuring a smooth and positive shopping experience. This role acts as a key point of contact between the brand, the outsourcing agency, the customer service agents and our online customers in managing inquiries, resolving issues, and coordinating with internal departments such as logistics, warehouse, and IT to ensure timely and accurate order fulfillment.Essential Duties and Responsibilities Support the outsourcing agency and customer service agents when responding to customer inquiries via different channels (email, Whats App, live chat, chatbot, and social media) in a timely, professional, and brand-appropriate manner.Be the main contact between the Outsourcing agency and the customer service agents and help them resolve order issues and complicated cases.Coordinate with warehouse and logistics teams to ensure accurate and timely delivery.Approve returns, refunds, and replacements in coordination with the Ecom Assistant Customer Service and Operations Manager.Monitor and escalate customer complaints to Ecom Assistant Customer Service and Operations Manager for continuous improvement.Support implementation of customer service KPIs and track performance metrics.Assist in maintaining and updating FAQs, help center content, and automated responses.Collaborate with the E-commerce, IT, and Marketing teams to troubleshoot website issues and improve the user experience.Ensure customer feedback is captured and communicated to relevant teams for product or service improvement.Requirements Bachelor's degree in business, Marketing, Communications, or related field.2+ years of experience in a customer service or e-commerce support role.Strong verbal and written communication skills.Proficiency in using customer service platforms (e.g., Zendesk, Gorgias, Freshdesk).Familiarity with e-commerce platforms such as Shopify, Magento, or Salesforce Commerce Cloud is a plus.Ability to multitask, prioritize, and handle pressure in a fast-paced environment.Problem-solving mindset with a customer-first approach.Detail-oriented and highly organized.Premium Medical/Dental/Vision coverage Employee discounts on all Kayali products Quarterly product gifting Kayali is committed to building diverse and inclusive teams and upholding an equal employment workplace that is free from discrimination. We hire stellar individuals regardless of their race, color, ancestry, religion, gender identity, national origin, sexual orientation, age, marital status, medical conditions, disability, or veteran status. If you need reasonable accommodation at any point in the application or interview process, please let us know.Seniority level Seniority level Not Applicable Employment type Employment type Full-time Job function Job function Customer Service Industries Retail Referrals increase your chances of interviewing at KAYALI by 2x Get notified about new Customer Service Coordinator jobs in Dubai, Dubai, United Arab Emirates.Dubai, Dubai, United Arab Emirates 14 hours ago Guest Experience Expert - Four Points by Sheraton Bur Dubai Customer Service Specialist (Coffee Specialist - CRC)Dubai, Dubai, United Arab Emirates 17 hours ago Cafe Assistant/ Customer Service Associate

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