Customer & Merchant Support Advisor

Client of Talent 360

Posted on 20 May

Experience

2 - 7 Years

Job Location

Egypt - Egypt

Education

Any Graduation

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Key Responsibilities

  • Customer Inquiry Handling
    • Respond promptly and professionally to customer messages received via WhatsApp
    • Provide assistance with order placement, tracking, changes, and cancellations
    • Address complaints concerning delivery, payments, and product-related problems
    • Maintain a warm and brand-aligned tone in all customer communications

  • Merchant Support
    • Assist merchants with questions about product listings, order visibility, and status updates
    • Help merchants understand the WhatsApp ordering process
    • Communicate merchant feedback to internal teams

  • Technical Escalation
    • Detect and document technical problems such as flow disruptions, message delivery issues, and bot malfunctions
    • Create detailed escalation tickets including reproduction steps, screenshots, and impact on customers
    • Coordinate with the external technical team on unresolved cases and inform relevant parties about resolution timelines

  • Documentation & Reporting
    • Record all interactions and resolutions in the assigned CRM or tracking tool
    • Notify the team lead of recurring issues for trend analysis
    • Assist in updating FAQs and the knowledge base

Desired Candidate Profile

Required Skills & Qualifications

  • At least 2 years of experience in customer support, operations support, or a comparable client-facing role
  • Excellent written communication skills in Arabic and English; bilingual proficiency is advantageous for mixed markets
  • Experience with WhatsApp Business or similar messaging-based customer service platforms
  • Basic knowledge of e-commerce or food and beverage ordering processes
  • Capability to identify and clearly describe technical issues without necessarily solving them
  • Familiarity with CRM systems, help desk software, or support ticketing platforms such as Freshdesk, Zendesk, Notion, or Sheets
  • High attention to detail, a sense of ownership, and the ability to remain calm under pressure

Preferred Qualifications

  • Previous experience supporting WhatsApp Business API workflows or chatbot solutions
  • Background in merchant operations or marketplace platforms
  • Knowledge of Microsoft Teams or equivalent tools for internal collaboration

Company Industry

  • Consulting
  • Management Consulting
  • Advisory Services

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Customer & Merchant Support Advisor

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Client of Talent 360

https://apply.workable.com/talent3600/j/26AE64ECED/