Client Advisor – E-Commerce

About the role

The Client Advisor – E‑Commerce will ensure a seamless online shopping experience for customers in Doha, handling inquiries, order processing and after‑sales support across phone, email, WhatsApp and live chat.

Key responsibilities

• Respond promptly to customer questions and resolve complaints within agreed SLAs.
• Provide accurate product information, sizing, availability, delivery times, returns and promotions.
• Document all interactions and escalate complex issues to the E‑commerce Manager.
• Identify cross‑selling opportunities, promote campaigns, loyalty programmes and assist with abandoned‑cart recovery.
• Monitor new website orders, coordinate with stores, warehouse, logistics and couriers to ensure timely picking, packing and shipping.
• Handle order modifications, cancellations, refunds, exchanges and returns according to company policy.
• Track shipment status, manage re‑delivery attempts and investigate failed deliveries.
• Support payment‑related inquiries and ensure order accuracy to minimise fulfillment errors.

Required profile

• Minimum 12 months of experience in e‑commerce customer service or order fulfillment.
• Strong communication skills and ability to build long‑term customer relationships.
• Detail‑oriented with the ability to follow processes and meet SLA targets.

Required skills

• Adobe Commerce
• Order Management
• Fulfilment processes
• ERP systems
• Salesforce Commerce
• Magento
• Microsoft Office
• Shopify
• Microsoft Excel
• Ticketing systems