Customer Support & Community Manager

• You are very social and have experience dealing with customers or community members.
• You don’t lose your temper easily and can naturally de-escalate conflicts with people.
• You are looking to join a nimble, fast-growing, constantly changing organisation that is creating a big impact in the Middle East and North Africa region.
• You are an outstanding team player who makes friends easily and has a great attitude towards continuous feedbacks & self-improvements.

Your responsibilities

As part of our Customer Success team, you will have the following responsibilities:

• Be present in front of a computer during a given schedule (we offer 3 different schedules with different pay grades: 1am to 8am, 8am to 5pm, 5pm to 1am)
• Answer live chat queries from customers (Level 1 issues only), no phone calls
• Escalate complex customer issues to Level 2 team, liaise with Level 2
• Be nice to angry customers, de-escalate situations
• Answer questions about products, shipping and help with providing sales advices
• Follow the instructions given to you in training sessions & agent manual
• Understand recurrent customer problems and escalate them to our Head of Customer Success

Qualifications

• Very good writing skills in Arabic and English

Plus

• You can speak / write a 3rd language (French, Spanish, German, etc.)
• You have lived in another Arab country and understand the broad Arab culture, not just Egyptian

Benefits

• Competitive base salary
• Competitive monthly commission structure on personal level + team level
• 21 days annual paid leave

“Building amazing products to empower communities around the world” – Our moto is at the core of everything we do.

OneCommerce is a fast-growing company building a portfolio of Arab-first premium consumer brands using a direct-to-consumer distribution model.