Client Support
On-siteMadīnat an Naşr, Cairo, Egypt
Job Summary
Respond to customer and merchant inquiries via WhatsApp, handling order management, product questions, and complaint resolution. Assist with order placement, tracking, modifications, and cancellations while maintaining a brand-consistent tone. Support merchants with product listings, order visibility, and workflow understanding, then relay their feedback to internal stakeholders. Identify and log technical issues such as broken flows or bot errors, creating detailed escalation tickets with reproduction steps and screenshots. Follow up with the external technical team on open issues and communicate resolution timelines to affected parties. Log all interactions in the designated CRM, flag recurring issues for pattern analysis, and contribute to knowledge base updates. Requires 2 years of client-facing experience, bilingual Arabic and English proficiency, and familiarity with WhatsApp Business platforms.
Required Qualifications
- Minimum 2 years of experience in Customer Support, Operations Support, or a similar client-facing role
- Strong written and verbal communication skills in Arabic and English
- Familiarity with WhatsApp Business or similar messaging-based customer service platforms
- Basic understanding of e-commerce or food & beverage ordering workflows
- Ability to identify, document, and clearly communicate technical issues to the relevant teams without necessarily resolving them directly
- Experience using CRM systems, help desk platforms, or support ticketing tools such as Freshdesk, Zendesk, Notion, or Google Sheets
- Excellent attention to detail with a strong sense of ownership, accountability, and the ability to remain calm under pressure
- Strong problem-solving, multitasking, and time management skills
- Customer-focused mindset with the ability to handle high volumes of inquiries professionally
- Must be available for 6 days per week
- Must be available for 10-hour rotational shifts
- Must be available for 1 rotational day off per week
Desired Qualifications
- Bilingual proficiency (Arabic and English) for supporting mixed markets
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