Job Overview
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.
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
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 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
