Merchant Care Officer

About Salla

Salla is one of the fastest-growing e-commerce platforms in the MENA region, delivering innovative technology solutions that empower businesses to scale and succeed. As we continue to expand, we are looking for a Merchant Care Specialist to join our Customer Support team.

Job summary

This role is responsible for providing high-quality support to merchants using our platform, resolving issues efficiently, and ensuring an exceptional customer experience across all communication channels.

The ideal candidate has strong problem-solving skills, excellent communication abilities, and experience in customer support, technical support, or customer success environments, preferably within e-commerce or SaaS platforms.

Key responsibilities

Respond to merchant inquiries and issues via multiple support channels (chat, email, tickets, etc.).

Diagnose, troubleshoot, and resolve merchant problems in a timely and effective manner.

Guide merchants on platform features, tools, and best practices to enhance their experience.

Document recurring issues and escalate improvement opportunities to relevant internal teams.

Collaborate with cross-functional teams to ensure fast and efficient issue resolution.

Continuously update internal knowledge base and follow standard operating procedures.

Contribute to improving customer experience and operational efficiency.

Requirements

Education

Bachelor's degree in business administration, or a closely related field from an accredited institution.

Experience

0–3 years of experience in customer support, technical support, customer success, or help desk roles, including hands-on experience handling customer inquiries or support tickets.

Arabic communication

Demonstrated fluency in Arabic, with strong verbal and written communication skills.

English communication

Intermediate proficiency in English, with the ability to effectively handle customer interactions in both written and spoken formats.

Multitasking ability

Proven ability to manage at least 3 concurrent customer cases or chat interactions while maintaining quality, accuracy, and response time standards.

Problem-solving skills

Ability to independently diagnose and resolve customer issues, demonstrated through experience handling Tier 1 support cases or similar operational challenges.

Work environment adaptability

Experience working in a fast-paced, high-volume customer support environment with the ability to manage multiple priorities effectively.