Customer Service Agent – E-Commerce Marketplace
Customer Service Agent – E-Commerce Marketplace Company: Setinone.ae Location: United Arab Emirates (Dubai preferred) Experience Required: Minimum 3 years Languages: English (required), Arabic (advantage) About Setinone.
Skills
About This Role
About Setinone.ae
Setinone.ae is a growing **furniture and home décor e-commerce marketplace** based in the UAE, dedicated to providing a seamless online shopping and delivery experience.
We aim to combine quality products with excellent customer service to ensure customer satisfaction at every touchpoint.
We are looking for an experienced **Customer Service Agent** to manage all customer inquiries, complaints, and after-sales support through our website and other communication channels.
Position Overview
The Customer Service Agent will act as the **main point of contact** for customers on Setinone.ae, ensuring that every interaction reflects professionalism, empathy, and efficiency.
The role involves handling customer queries related to **orders, returns, deliveries, payments, and product information**, while coordinating with internal teams to ensure quick and effective resolution.
Key Responsibilities
- Handle all **customer inquiries, complaints, and requests** via chat, email, phone, and social media.
- Provide accurate information regarding **orders, deliveries, returns, and refunds**.
- Coordinate with **logistics, warehouse, and operations teams** to resolve delivery or product issues.
- Record and follow up on **customer complaints and escalations**, ensuring timely closure.
- Maintain high levels of **customer satisfaction and service quality**.
- Monitor and respond to **website chat and contact forms** in real time.
- Support the **order tracking process** and proactively update customers on order status.
- Prepare **daily and weekly service reports** highlighting key issues and resolutions.
- Suggest improvements based on **customer feedback and recurring issues**.
- Maintain proper records in CRM or ticketing systems (experience with e-commerce CRMs preferred).
Requirements
- Bachelor’s degree or diploma in **Business, Communications, or related field**.
- Minimum **3 years of experience in customer service** within an **e-commerce or online retail company** in the UAE.
- Strong communication skills in **English** (spoken and written); **Arabic** is an advantage.
- Excellent problem-solving and conflict-resolution skills.
- Ability to multitask and handle high volumes of inquiries efficiently.
- Strong understanding of **e-commerce order flow**, from order placement to delivery.
- Proficient in **Microsoft Office, CRM tools, and chat/email management platforms**.
- Customer-oriented with a professional and positive attitude.
What We Offer
- Competitive salary and growth opportunities.
- Friendly and collaborative work environment.
- Exposure to the fast-paced e-commerce and marketplace ecosystem.
- Standard UAE benefits package.
- Pay: From AED3,500.00 per month
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