Role overview
This position serves as the main point of contact for customers and merchants utilizing the WhatsApp ordering system. The specialist manages incoming inquiries related to order management, product information, merchant onboarding assistance, and complaint handling. Any technical issues that exceed first-level support are escalated to the external technical team with comprehensive documentation.
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
Requirements
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