CX Escalation Specialist
S
SoumE-commerce marketplace
CairoFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Fluent in Arabic and working English, written and spoken.
- Experience
- 1 to 3 years in customer support, operations, or marketplace support.
- Required Skills
- Customer support
Requirements
- Have 1 to 3 years of experience in customer support, operations, or marketplace support.
- Be fluent in Arabic and have working English, written and spoken.
- Be comfortable working across multiple systems within a single case.
- Write clearly and briefly under time pressure.
- Be willing to work rotational shifts, including weekends, as required.
Responsibilities
- Pick up unassigned tickets within the assignment SLA and own them through closure.
- Resolve buyer and seller issues at first contact using the knowledge base, internal order data, and available self-service actions.
- Log tickets with accurate categories, subjects, and resolution notes.
- Trigger auto-refund and reverse payment flows for the four defined scenarios without escalating.
- Escalate issues outside Tier 1 authority only after documenting a resolution attempt.
- Close the loop with customers on the original channel before marking tickets resolved.
- Flag repeat issues and knowledge gaps to the Team Lead.
- Maintain accuracy and tone standards in written responses in Arabic and English.
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