Customer Service Representative

We're hiring on behalf of Oatful, which is a UAE-based healthy protein breakfast brand. Oatful delivers worldwide, and we're looking for someone to help answer customers' questions and queries and keep every order moving smoothly from purchase to delivery. Responsibilities • Respond to customer inquiries across email, live chat, WhatsApp and social media in a friendly, timely and accurate way • Handle order-related questions such as tracking, delivery timing, subscription details and product information • Troubleshoot and resolve customer issues, from missing or delayed orders to product concerns, and escalate genuine complaints to the right person on the team • Coordinate directly with our logistics and courier partners to chase down delayed shipments, resolve delivery problems and confirm proof of delivery • Keep accurate records of customer conversations and recurring issues, and flag patterns that need attention • Use our Shopify store to look up orders, customer details and subscription status • Manage conversations through our chat and helpdesk tools (Tidio or Gorgias), keeping response times fast and queues clear • Support with basic order actions where needed, such as updating addresses or applying approved discount codes • Follow our tone of voice and escalation process so customers get consistent, on-brand answers every time Requirements • Experience with Shopify (managing orders, customer records, basic store admin) • Experience using customer chat/helpdesk tools such as Tidio or Gorgias • Experience communicating directly with logistics/courier teams to resolve delivery issues • Strong written English, friendly and patient tone • Comfortable working across email, live chat, WhatsApp and social DMs • Reliable, detail-oriented, and comfortable working with international customers across time zones • Open to further tasks Show more Show less

Experience with Shopify (managing orders, customer records, basic store admin); Experience using customer chat/helpdesk tools such as Tidio or Gorgias; Experience communicating directly with logistics/courier teams to resolve delivery issues; Strong written English, friendly and patient tone; Comfortable working across email, live chat, WhatsApp and social DMs; Reliable, detail-oriented, and comfortable working with international customers across time zones; Open to further tasks

Respond to customer inquiries across email, live chat, WhatsApp and social media in a friendly, timely and accurate way; Handle order-related questions such as tracking, delivery timing, subscription details and product information; Troubleshoot and resolve customer issues, from missing or delayed orders to product concerns, and escalate genuine complaints to the right person on the team; Coordinate directly with our logistics and courier partners to chase down delayed shipments, resolve delivery problems and confirm proof of delivery; Keep accurate records of customer conversations and recurring issues, and flag patterns that need attention; Use our Shopify store to look up orders, customer details and subscription status; Manage conversations through our chat and helpdesk tools (Tidio or Gorgias), keeping response times fast and queues clear; Support with basic order actions where needed, such as updating addresses or applying approved discount codes; Follow our tone of voice and escalation process so customers get consistent, on-brand answers every time