أخصائي عمليات التجارة الإلكترونية وخدمات ما بعد البيع

Role Purpose: The After Sales E-commerce Operations Specialist is responsible for executing after-sales activities across e-commerce channels to ensure effective order resolution, customer satisfaction, and operational efficiency. The role supports handling returns, refunds, complaints, and post-delivery services, ensuring alignment with company policies and customer service standards. The position plays a key role in maintaining a seamless customer experience, supporting issue resolution, and contributing to overall e-commerce performance.

Requirements

Key Accountabilities & Activities

Generic Accountabilities

Technical Execution

• Execute assigned tasks and responsibilities in line with defined processes and requirements.
• Apply and analyze technical information to deliver accurate and timely outputs.

Reporting & Documentation

• Prepare reports, documentation, and required deliverables in line with defined standards.
• Maintain accurate records, data, and documentation.

Process Compliance

• Follow policies, procedures, and defined workflows to ensure adherence to standards.
• Maintain compliance with operational guidelines and requirements.

Problem Solving

• Identify and analyze issues within the area of responsibility.
• Report findings and support resolution of issues, escalating complex matters as required.

Coordination

• Support coordination with internal stakeholders to ensure timely delivery of tasks.
• Prepare and provide input for team deliverables as required.

Job-Specific Accountabilities

Order Fulfilment & After-Sales Execution

• Execute after-sales activities related to order fulfilment, returns, exchanges, cancellations, and post-purchase service requests across e-commerce channels.
• Support order exception handling, including failed deliveries, payment issues, returns claims, and customer order escalations.
• Monitor fulfilment and after-sales transactions to support timely resolution and service continuity.
• Support smooth execution of reverse logistics and returns processes in coordination with logistics partners.
• Support preparation of reports and dashboards related to after-sales operations.
• Provide inputs and insights to identify trends and recurring issues.

Customer Experience Support

• Support after-sales service delivery to enhance customer satisfaction across digital channels.
• Handle and track customer inquiries, complaints, and after-sales requests through defined service channels.
• Assist in resolving service issues related to deliveries, orders, refunds, and product-related concerns.
• Support monitoring of customer service performance indicators and escalation trends.

E-Commerce Operations Support

• Support day-to-day execution of e-commerce operational activities related to orders, fulfillment status, and customer service workflows.
• Assist in monitoring platform operational issues affecting order processing or customer experience and support issue resolution.
• Support maintenance of order flow accuracy and service reliability across e-commerce operations.
• Contribute to execution of service-related operational controls within the e-commerce environment.

Returns, Claims & Service Resolution

• Process and track returns, replacements, and claims requests in line with approved procedures.
• Support investigation and resolution of recurring service or fulfillment issues impacting customer experience.
• Assist in coordinating resolution of product or order issues with relevant internal teams.
• Maintain records and case tracking for after-sales service requests and resolutions.

Operational Performance Monitoring

• Support tracking of after-sales and fulfillment-related KPIs such as return rates, service response times, complaints resolution, and order issue trends.
• Analyze service-related data and highlight recurring issues or operational gaps.
• Provide inputs to support service performance reporting and operational reviews.

Platform & Data Support

• Maintain accurate transaction and after-sales records within relevant systems and platforms.
• Support data validation related to returns, refunds, customer cases, and service requests.
• Assist in identifying data or process issues impacting service execution and escalate where needed.

Employee Benefits
• Premium Medical Insurance.
• Education Allowance.
• Health and Wellness Allowance.
• Additional Employee Benefits and Perks.
Working Days & Hours
• Working Days: Sunday to Thursday.
• Working Hours: 48 hours per week.