E-commerce Platforms Operations & Customer Experience Specialist

BasharSoft

4d•Remote

About The Position

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

Requirements

Minimum 2 years of hands-on experience with seller dashboards on Noon, Trendyol, and Extra
Strong experience in product listing and optimization
Proficiency in Airtable or similar CRM systems
Experience using AI tools 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
Ability to draft professional support emails
High attention to detail
Ability to manage multiple cases simultaneously
Strong independent decision-making
High level of organization and self-discipline

Nice To Haves

Familiarity with Salla is a plus

Responsibilities

Upload and list new products across all four platforms, ensuring accuracy in descriptions, images, and categorization
Optimize product visibility (platform SEO) to increase conversions and sales
Continuously review and update existing listings according to each platform’s requirements
Monitor the full order lifecycle from purchase to final delivery
Coordinate with shipping companies (e.g., Aramex) to track shipments and resolve delivery issues
Track failed deliveries or cancellations and take immediate action to avoid penalties
Respond to support tickets on Noon, Extra, and Trendyol using professional Arabic and English communication
Adhere to response time SLAs (24–48 hours) to avoid automatic ticket closure
Follow up on open tickets and escalate when necessary
Process return requests accurately according to each platform’s policies
Visually assess returned product images to determine usage and decide on acceptance or rejection
Draft professional, evidence-based responses to protect the seller account in disputes
Escalate policy violations and prepare formal compensation claims
Handle warranty claims for electric scooters and classify cases (manufacturing defect vs. misuse)
Prepare bilingual (Arabic/English) technical inspection reports based on approved templates
Coordinate with technical teams and service centers and follow up with customers until case closure
Maintain and update the orders database on Airtable with high accuracy
Search, reconcile, and report operational data
Use AI tools (e.g., Claude / ChatGPT) to accelerate response and report drafting
Respond to technical inquiries about electric scooters and provide guidance on usage and installation
Communicate with customers via platform channels in a professional and friendly manner
Manage escalated customer cases and coordinate with management when needed