Customer Service Executive

Customer Communication Respond to customer messages, questions and complaints through Amazon, Noon and other marketplace platforms. Ensure all customer messages are answered within required marketplace response-time SLAs. Provide clear, professional and accurate responses. Handle queries relating to: Order status Delivery delays Tracking Missing packages Incorrect products Damaged products Cancellations Returns Refunds Product-related questions Order Issue Resolution Investigate delayed, lost, cancelled or incorrectly delivered orders. Review order history, tracking information and internal system data before responding. Coordinate with the logistics and operations teams to obtain accurate updates. Follow up on orders that are approaching or exceeding their expected delivery dates. Escalate high-risk or unusual cases to the relevant team. Returns & Refunds Review return and refund requests and determine the appropriate resolution. Ensure refunds are issued correctly and only where appropriate. Investigate cases where customers claim non-receipt, damage or incorrect items. Track repeat refund issues and identify possible operational problems. Help prevent unnecessary refunds through proactive communication and problem resolution. Marketplace Performance Assist in maintaining strong marketplace customer-service metrics, including: Response-time compliance Order Defect Rate Negative feedback A-to-Z Guarantee Claims Late delivery-related complaints Cancellation-related complaints Monitor cases that could negatively affect seller account health. Escalate potentially serious marketplace complaints immediately. Assist with responses to Amazon claims, disputes and customer escalations. Feedback & Reviews Monitor negative seller feedback and customer complaints. Investigate the reason behind negative feedback. Where permitted by marketplace policy, contact customers to resolve their concern. Identify recurring reasons for poor customer experience and report them to management. Coordinate internally to reduce repeated complaints. Logistics Coordination Work closely with the logistics team regarding shipment delays, failed deliveries and lost shipments. Follow up with courier partners where required. Help determine whether delays are caused by supplier, warehouse, courier or marketplace issues. Ensure customers receive realistic and accurate delivery updates. Internal Coordination Coordinate with: Marketplace Operations Logistics Purchasing Catalog Finance Management Raise internal cases when customer issues require investigation by another department. Follow cases through to completion rather than simply forwarding them. Reporting Maintain reports on major customer-service issues. Track key reasons for: Refunds Returns Cancellations Delivery complaints Lost shipments Damaged products Incorrect products Negative feedback Highlight recurring problems and recommend corrective actions. Identify products, suppliers, couriers or processes generating unusually high complaint rates. Requirements Desired Candidate Profile 1–3+ years of experience in customer service, e-commerce or marketplace operations. Experience with Amazon Seller Central is strongly preferred. Excellent written English. Strong communication and problem-solving skills. Good Microsoft Excel skills. Comfortable working with order-management systems and large numbers of daily orders. Strong attention to detail. Ability to investigate an issue before responding rather than relying on assumptions. Ability to prioritize urgent cases and manage a high volume of customer queries. Professional and calm communication style, including when dealing with difficult customers. Preferred Experience with any of the following would be an advantage: Amazon Seller Central Amazon A-to-Z Guarantee Claims Amazon buyer messaging Noon Seller Lab E-commerce order management systems Courier and logistics coordination Returns and refunds management Cross-border e-commerce Marketplace account-health metrics Employment Type Full-time