About the jobBeside Group is one of the biggest Retail chains in the Middle East. We have a strong family taking care of Premium brands like Diesel, Fred Perry, Scotch & Soda, Puma, Geox, Longchamp and Aape.Customer Service Executive:The purpose of the role is to support the Ecom department in handling customer request and ensure highest levels of customer satisfaction and maximize e-com sales. Responsibilities:Customer Service:·Responsible for addressing all customer requests, payments, returns, exchange and delivery matters via inbound calls, email, chat and social media in a timely manner. ·Provide accurate, valid, and complete information to customers by extracting information from the right systems.·Handling customer complaints in a professional and courthouse manner. Identifying the issue and resolving it to the customer’s satisfaction.·Collecting and analyzing Customer Feedback and monitoring customer satisfaction levels.·Following up with customers if required.·Achieve KPI’s whilst maintaining excellent quality.Order Management ·Follow up with stores/warehouses on delayed orders. This will require the candidate to be able to extract data from several systems including ERP and Courier portals.·Follow-up with courier partners to ensure that orders are delivered to customers.·Managing the Returns process – Creating the reverse shipment and ensuring order is refunded in a timely manner.·The ability to search several sheets to get certain details like store communications, couriers contact and item details. Qualifications: .Fluent in English & Arabic ..University degree..1–2 years customer service experience (eCommerce preferred)..Strong MS Office & Excel skills..Experience with calls, emails & social media support..Familiar with tools like Zendesk.