| Job Location | Kuwait |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Software Development |
| Functional Area | Not Mentioned |
eCommerce Officer RoleThe position will be part of ecommerce central operation team and will support in day-to-day functions of online Trade operations across all Alshaya group brands and markets. The E-Commerce Operations officer will be responsible for enhancing all aspects of the e-commerce customer journey, striving to provide an outstanding experience to customer and colleagues. You will develop, execute, and continuously improve our ecommerce operations processes and will play a key role as part of the Ecommerce Team. You will report directly to the E-Commerce Operations manager.What you will be doingUnderstand the ecommerce operation flows for multiple brands and markets in the MENA regions and ensure all are executed as per the Alshaya standards.Ensure compliance with Alshaya policies and proceduresProduce Daily/weekly/monthly reports to monitor Key KPIs (Orders/fulfillment/Cancellations/ Returns etc.). Identify any problem areas work towards continuous improvement alongside the operations managerStakeholder management. Be the key contact point for our customer service team and for our operational partners such as the Trade teams, Retail, Logistics, Customer Care, IT.Liaising with Finance and Ecom PMO Team for any enhancements identified in the existing processes as well provide learnings and feedback on any new projectsTrading Support for BAU cases and report follow-up till closure - Site issues/payment issues/Catalogue issuesTimely customer complaint resolution as per the agreed SLA ensuring customer experience is not impactedPayment Operations - Ensuring order placement transactions and refund are working smoothly. Picking up all escalated issues related to refunds raised by Customer Care for various brands and manually refunding as required, daily (for all markets & all brands)Support Finance team for any Ecom transaction related queries till closureDelivery matrix and on-site T & C management for all brands and marketsProviding document proof of all orders that have been identified as fraud directly by all Payment Service providers.Liaison with IT for order status mismatches, raising Service desk tickets for the same.Provide the required support on operational perspective in the absence of team members
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