Job DescriptionWe are looking for a detail-oriented Back Office Agent to manage customer claims and ensure smooth coordination across internal teams. This role is critical in maintaining service quality and operational efficiency.Key Responsibilities Claims Processing & Validation: Review claims escalated by the Call Center, verify supporting evidence (photos/videos), check warranty status, and identify root causes. Operational Coordination: Act as the main point of contact between departments: Warehouse (check replacement availability), Logistics (arrange deliveries/pickups), Technical/Repair Team (schedule inspections and validate reports) Resolution Decision-Making: Apply company policies to determine claim outcomes (replacement, repair, or rejection). Case Tracking: Manage and update all cases on CRM systems, ensuring adherence to SLAs. Root Cause Reporting: Analyze recurring issues and prepare weekly reports for Quality and Procurement teams. Resolution Closure: Finalize all documentation for replacements/refunds and ensure customer satisfaction. Qualifications Experience: 1–3 years in Back Office Operations, Claims Management, or Logistics Industry Requirement: Must have experience in the furniture industry Education: Bachelor’s degree in Business Administration, Logistics, Supply Chain, or related field is preferred Technical Skills:Advanced Excel (Pivot Tables, VLOOKUP, tracking sheets)Experience using CRM systemsKey Competencies:Strong analytical skills and attention to detailProcess-oriented mindset with ability to follow SOPsEffective coordination and communication across departmentsAbility to handle multiple cases and meet deadlines
Ariika is an Egyptian furniture brand that designs manufactures and sells affordable lifestyle home products - controlling the process from concept to showroom floor.
What you should know
Student-Led Roots: Founded as a student-led project with an initial investment of EGP 3,000 to rent beanbags on a university campus
Dominant Market Leader: Held a 70% market share of the Egyptian beanbag industry within its first few years of operation
100-Employee Retail Powerhouse: Operates with a team of nearly 100 employees and manages three flagship stores across New Cairo and Sheikh Zayed
How they work
Design is only good if it sells — Aesthetic decisions are always made with a price tag in mind — beauty that misses the Egyptian market is a failed brief
End-to-end ownership — Teams run problems from root cause to resolution; handing off to another department is a last resort not a default