E-Commerce Customer Complaints Specialist

As an E-Commerce Customer Complaints Specialist at eXtra, you will be the frontline advocate for our online customers, ensuring every complaint is handled with professionalism, empathy, and efficiency. Your role is critical in maintaining customer satisfaction, resolving issues swiftly, and contributing to the continuous improvement of our e-commerce operations.

Key Responsibilities

• Receive, log, and resolve customer complaints related to online purchases, deliveries, returns, and product issues
• Communicate clearly and empathetically with customers via phone, email, and chat
• Coordinate with internal departments (logistics, warehouse, technical support) to ensure timely resolution
• Analyze complaint trends and provide actionable insights to improve service quality
• Maintain accurate records and follow up on unresolved cases
• Ensure compliance with company policies and Saudi consumer protection regulations

Qualifications & Skills

• Bachelor’s degree in Business Administration, Marketing, or related field
• 2+ years of experience in customer service or e-commerce complaint handling
• Strong communication skills in Arabic and English
• Proficient in CRM systems and Microsoft Office tools
• Problem-solving mindset with attention to detail
• Ability to work under pressure and manage multiple cases simultaneously

Why Join eXtra?

• Be part of one of Saudi Arabia’s leading electronics retailers
• Work in a dynamic, customer-focused environment
• Opportunities for growth and professional development
• Competitive salary and benefits package