Role OverviewThis position serves as the main point of contact for customers and merchants utilizing the WhatsApp ordering system. The specialist manages incoming inquiries related to order management, product information, merchant onboarding assistance, and complaint handling. Any technical issues that exceed first-level support are escalated to the external technical team with comprehensive documentation.Key ResponsibilitiesCustomer Inquiry Handling Respond promptly and professionally to customer messages received via WhatsAppProvide assistance with order placement, tracking, changes, and cancellationsAddress complaints concerning delivery, payments, and product-related problemsMaintain a warm and brand-aligned tone in all customer communicationsMerchant Support Assist merchants with questions about product listings, order visibility, and status updatesHelp merchants understand the WhatsApp ordering processCommunicate merchant feedback to internal teamsTechnical Escalation Detect and document technical problems such as flow disruptions, message delivery issues, and bot malfunctionsCreate detailed escalation tickets including reproduction steps, screenshots, and impact on customersCoordinate with the external technical team on unresolved cases and inform relevant parties about resolution timelinesDocumentation & Reporting Record all interactions and resolutions in the assigned CRM or tracking toolNotify the team lead of recurring issues for trend analysisAssist in updating FAQs and the knowledge baseRequirementsRequired Skills & QualificationsAt least 2 years of experience in customer support, operations support, or a comparable client-facing roleExcellent written communication skills in Arabic and English; bilingual proficiency is advantageous for mixed marketsExperience with WhatsApp Business or similar messaging-based customer service platformsBasic knowledge of e-commerce or food and beverage ordering processesCapability to identify and clearly describe technical issues without necessarily solving themFamiliarity with CRM systems, help desk software, or support ticketing platforms such as Freshdesk, Zendesk, Notion, or SheetsHigh attention to detail, a sense of ownership, and the ability to remain calm under pressurePreferred QualificationsPrevious experience supporting WhatsApp Business API workflows or chatbot solutionsBackground in merchant operations or marketplace platformsKnowledge of Microsoft Teams or equivalent tools for internal collaboration