Customer Service Executive
Dubai, DU, AE, United Arab Emirates
Job Description
Head of Customer Service (E?commerce) -- Dubai | Full?time or Part?time
About the brand
Digital?first skincare brand selling online across the GCC.
The role (80/20)
Deliver
fast, friendly, accurate
support acrossWhatsApp/Chat/Email/Phone
--and turn customers into loyal fans.Key outcomes (first 90-180 days)
First response ? 2 hours
(business hours) andresolution < 24 hours
across channels.CSAT ? 90%
,NPS ? 60
;contact rate/order ? 20%
via self?serve and clear comms. Launchknowledge base, macros, QA
program (? 90% QA score).Return/refund TAT ? 48 hours
; tight coordination with Warehouse/3PL for replacements. Implement or optimizeZendesk/Gorgias/Freshdesk
with Shopify; publish weekly dashboards. WeeklyVOC insights
to Product, Growth, and Ops (themes + actions).What you'll do
Manage the CS team (hiring, training, schedules; 7?day coverage planning as needed). Own SLA playbooks for WhatsApp, live chat, email, phone; escalate exceptions fast. Build proactive comms: tracking, delay notices, product education, regimen guidance. Partner with Ops on
address verification
andRTO reduction
; with Growth on offers that reduce refunds. ReportFRT, AHT, resolution rate, CSAT/NPS, contact drivers, refund reasons
.Must?haves
3-6+ years
ine?commerce customer service
with team leadership. Tools:Zendesk/Gorgias/Freshdesk
, WhatsApp Business,Shopify
; strong Excel/Sheets. Clear written English;Arabic
a plus. Skincare/beauty experience is an advantage.Compensation & benefits
Full?time base:
AED 12,000-15,000
Visa, health insurance, annual leaveper UAE law
.How to apply (Indeed) -- include
CV
+ a one?pagemetrics snapshot
(FRT/AHT/CSAT/NPS
before ? after) + 3macros/KB
examples you created.Job Types: Full-time, Part-time
Pay: AED8,000.00 - AED12,000.00 per month
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Job Detail
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Job IdJD2053226
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IndustryNot mentioned
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Total Positions1
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Job Type:Part Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, DU, AE, United Arab Emirates
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EducationNot mentioned