CX Escalation Specialist

9 hours, 37 minutes ago
Full-time
Junior
Customer and Technical Support
Soum

Soum

Soum is a fast-growing recommerce marketplace redefining buying and selling of used electronic devices in MENA with trust, security, and money-back guarantee.

Household Durables
11-50

Description

  • Claim unassigned support tickets within the assignment SLA and own each case through closure.
  • Resolve buyer and seller issues at first contact using the knowledge base, order data, and self-service tools.
  • Document tickets with accurate categories, subjects, and resolution notes.
  • Process auto-refunds and payment reversals for four defined scenarios without escalation.
  • Escalate issues outside Tier 1 authority with a documented resolution attempt.
  • Follow up with customers through the original channel before resolving tickets.
  • Report recurring issues and knowledge gaps to the Team Lead.
  • Maintain accuracy and a professional tone in Arabic and English communications.

Requirements

  • 1–3 years of experience in customer support, operations, or marketplace support.
  • Fluency in written and spoken Arabic, with working English proficiency.
  • Ability to work across multiple systems while managing a case.
  • Clear, concise written communication under time pressure.
  • Strong ownership and accountability for customer outcomes.
  • Willingness to work rotational shifts, including weekends, as required.

Interested in this position?

Apply directly on the company website

Apply Now

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