Remote E-commerce Platforms Operations & Customer Experience Specialist

1w1 week ago

BasharSoft

Cairo, EG · Full-time · EGP 200,000 – EGP 350,000

About this role

We are looking for a highly skilled Operations Specialist to join our remote team. This role combines full operational management of e-commerce platforms including Noon, Extra, Trendyol, and Salla with after-sales service and customer experience management. The main objective is to ensure smooth operations, protect the seller account, and deliver outstanding technical support for electric scooter customers.

Day-to-day tasks involve uploading and optimizing product listings across platforms, monitoring the full order lifecycle, and coordinating with shipping companies like Aramex to resolve delivery issues. You will handle support tickets in Arabic and English, process returns by assessing product images, and manage warranty claims for electric scooters. Additional duties include maintaining the orders database on Airtable and using AI tools like Claude or ChatGPT to draft responses and reports.

As part of a remote team, you will communicate professionally via platform channels, escalate issues to technical teams and service centers, and follow up until case closure. This independent role requires coordinating with management on escalated customer cases and adhering to platform SLAs for ticket responses. The environment emphasizes accuracy and self-discipline in a fast-paced e-commerce setting.

Grow by honing skills in platform SEO, dispute resolution, and bilingual technical reporting using approved templates. Leverage AI tools to accelerate tasks and make strong independent decisions to protect seller performance. Excel in managing multiple cases while delivering friendly, professional customer support for electric scooters.

Requirements

Minimum 2 years of hands-on experience with seller dashboards on Noon, Trendyol, and Extra
Familiarity with Salla is a plus
Strong experience in product listing and optimization
Proficiency in Airtable or similar CRM systems
Experience using AI tools like Claude or ChatGPT for drafting responses and reports
Solid understanding of return/warranty policies and seller account performance metrics
Excellent written communication skills in both Arabic and English
High attention to detail, ability to manage multiple cases, and strong independent decision-making

Responsibilities

Upload and list new products across Noon, Extra, Trendyol, and Salla, ensuring accuracy in descriptions, images, and categorization
Optimize product visibility using platform SEO to increase conversions and sales
Monitor the full order lifecycle from purchase to delivery and coordinate with shipping companies like Aramex
Respond to support tickets on platforms using professional Arabic and English communication within 24–48 hour SLAs
Process return requests, visually assess returned product images, and draft evidence-based responses for disputes
Handle warranty claims for electric scooters, classify cases, and prepare bilingual technical inspection reports
Maintain and update the orders database on Airtable with high accuracy and reconcile operational data
Provide technical guidance on electric scooter usage and installation via platform channels