Bilingual Ecommerce Customer Service Supervisor

2 weeks ago

Dubai, United Arab Emirates SoundLines Group Full time

We are seeking a highly motivated and experienced Bilingual E-commerce Customer Service Supervisor with proficiency in both Arabic and English to lead and manage our customer service team. The Supervisor will be responsible for setting up the customer service platform, integrating it with the order management system, training new staff members, liaising with fulfillment centers and last-mile delivery partners, communicating with sellers and suppliers, managing the RMA process, resolving customer issues, and increasing customer loyalty while ensuring seamless communication in both Arabic and English.

**Key Responsibilities**:
**Platform Setup and Integration**:

- Collaborate with the development team to set up and configure the E-commerce Customer Service platform.
- Ensure seamless integration of the customer service platform with the order management system.
- Monitor platform performance and troubleshoot technical issues as needed.

**Team Leadership**:

- Lead and supervise a team of customer service representatives, ensuring they deliver exceptional service to online customers in both Arabic and English.
- Provide guidance, coaching, and support to team members to enhance their skills and productivity.
- Set performance goals and regularly assess team members' performance.

**Training and Development**:

- Develop and implement training programs for new and existing customer service team members in both languages.
- Conduct regular training sessions to improve product knowledge, communication skills, and problem-solving abilities.
- Keep the team up to date on new products, promotions, and company policies.

**Liaison with Fulfillment Center and Last-Mile Delivery Partners**:

- Coordinate with fulfillment center and last-mile delivery partners to ensure timely order processing and delivery.
- Update customers on their order statuses in both Arabic and English and address any delivery-related inquiries.

**Communication with Sellers and Suppliers**:

- Collaborate with sellers and suppliers to gather product information and specifications in both languages.
- Ensure accurate and up-to-date product details are available to customers.

**RMA (Return Merchandise Authorization) Process**:

- Manage and oversee the RMA process, including handling returns, exchanges, and refunds, in both languages.
- Ensure a smooth and efficient RMA process that meets customer needs while adhering to company policies.

**Customer Issue Resolution**:

- Address escalated customer issues with care and empathy, providing satisfactory resolutions in both Arabic and English.
- Implement strategies to enhance customer satisfaction and loyalty.

**Reporting and Analysis**:

- Generate reports on customer service performance, including response times, resolution rates, and customer feedback, in both languages.
- Use data-driven insights to make recommendations for process improvements and resource allocation.

**Qualifications**:

- Bachelor’s degree in business, Marketing, or a related field (preferred).
- Proven experience in customer service, with at least 3 years in a supervisory or managerial role.
- Strong understanding of e-commerce operations and order management systems.
- Excellent communication and interpersonal skills in both Arabic and English.
- Proficiency in using customer service software and tools.
- Problem-solving abilities and a customer-focused mindset.
- Leadership skills and the ability to motivate and manage a team.
- Strong attention to detail and analytical skills.
- Familiarity with RMA processes and best practices.
- Collaborate with the development team to set up and configure the Ecommerce Customer Service platform.
- Ensure seamless integration of the customer service platform with the order management system.
- Monitor platform performance and troubleshoot technical issues as needed.

Ability to commute/relocate:

- Dubai: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (required)

**Experience**:

- Customer Service: 3 years (required)
- Ecommerce Operations & Order Management System: 2 years (required)
- RMA Process & Best Practices: 2 years (required)

**Language**:

- Arabic & English (required)

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