Job Description

Job Title: Operations Support Executive (Back-Office, Freshdesk)

Type:

Full-time

About the Role:

We are seeking a reliable and detail-oriented Operations Support Executive to support backend operations by coordinating across logistics, warehouse, suppliers, and internal teams. This role will not interact directly with customers, but will ensure that internal service tickets raised by Customer Service (via Freshdesk) are resolved efficiently, accurately, and within SLA.

Key Responsibilities:

Monitor and manage internal tickets raised in Freshdesk by the Customer Service team. Liaise with logistics, warehouse, and supply chain teams to provide resolution updates for returns, delivery issues, damaged/lost items, or stock discrepancies. Ensure timely and accurate updates to Freshdesk tickets using internal notes. Follow up daily on unresolved internal tickets and escalate delays to relevant stakeholders. Track shipments, return collections, item replacements, and ensure proper documentation (e.g., PODs). Coordinate with IT for system bugs or order syncing issues flagged in operations. Assist in preparing internal reports (return rate, item issue trends, fulfillment delays, etc.). Suggest process improvements to reduce recurring issues.
Requirements:

1-3 years of experience in Operations, Logistics Support, or Back-Office Coordination. Experience using Freshdesk or similar ticketing/helpdesk platforms is a strong advantage. Excellent coordination and multitasking skills. Proficiency with spreadsheets (Excel/Google Sheets) and basic reporting. High attention to detail and accountability. Strong communication (written) and follow-up skills.
Job Type: Full-time

Pay: Up to AED2,500.00 per month

Application Deadline: 30/05/2025