Customer Service Specialist at Nino's Bakery

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Description du Poste

Be the first point of contact across WhatsApp, Instagram, Facebook, phone, website chat and marketplace channels.
Answer questions on products, pricing, availability and delivery quickly and accurately.
Guide customers through custom orders, suggesting designs, sizes and add-ons that fit their occasion.
Follow up after delivery to collect feedback and reviews.
Reply to and moderate comments on our social channels.
Capture every order completely: cake specs, design references, names and spelling, colours, date, time and delivery address.
Confirm order details back to the customer in writing before the order is sent to production.
Log every order and conversation accurately in our systems.
Coordinate with Onboarding, Production and Logistics so orders leave on time and as ordered.
Handle complaints and upset customers calmly, with empathy and ownership.
Spot problems early, such as a tight delivery window or an unclear design, and raise them before they reach the customer.
Escalate issues through the right channel and close the loop with the customer.
Follow our customer service standards and procedures.
Share recurring customer questions and complaints with your lead so we can fix the root cause.
Suggest updates to FAQs, saved replies and website help content.
Fast first replies, especially at peak times
Near-zero order errors from incorrect or missing details
High customer satisfaction and positive reviews
Every escalation logged and closed
Customers who come back and order again

Exigences & Compétences

At least 1 year of experience in customer service, sales or a related role, ideally in a fast-paced or small business
Excellent written Arabic and English (including Franco-Arabic), with clear, warm and error-free messages
Strong attention to detail, since a misspelled name on a cake can't be undone
Calm under pressure, with the ability to de-escalate difficult conversations
Ability to juggle many chats at once and prioritize by urgency
Comfort with WhatsApp Business, Instagram, Google Sheets and order or CRM tools (Shopify experience is a plus)
A natural, helpful sales instinct
Availability for shifts, weekends and peak seasons
A genuine love for cakes, celebrations and making people happy

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ملخص سريع قبل التقديم

فرصة عمل كـ«Customer Service Specialist» لدى Nino's Bakery في العجوزة بنظام هجين، مناسبة لمستوى مبتدئ. من أبرز ما ورد في الإعلان: • Be the first point of contact across WhatsApp, Instagram, Facebook, phone, website chat and marketplace channels. • Answer questions on products, pricing,…

يحرّر فريق تالنت آي تي ملخصاً ونصائح تقديم مخصّصة لكل إعلان لمساعدتك على التقديم باحتراف، مع الإبقاء على تفاصيل صاحب العمل كما نُشرت.

نصائح للتقديم على هذه الوظيفة

طابق عنوان سيرتك الذاتية مع المسمى «Customer Service Specialist» واذكر إنجازات قابلة للقياس في أول ثلث الصفحة.
خصّص فقرة الغلاف (أو رسالة التقديم) لـالعجوزة: لماذا تناسبك هذه المدينة/نمط العمل وما الذي تقدّمه للفريق.
أظهر أدوات العمل عن بُعد التي تجيدها (Slack، Notion، Jira…) والتزامك بمواعيد واضحة بالتوقيت المصري.
عوّض قلة الخبرة بدورات معتمدة، مشاريع شخصية، ولغة إنجليزية عملية إن طُلبت في الوصف.
بعد التقديم من حسابك على تالنت آي تي، تابع حالة الطلب من لوحة التحكم وجهّز نفسك لمقابلة خلال أسبوع.