Customer Care Specialist

About the RoleThe Customer Care Specialist is the primary point of contact for Walls Nation customers, responsible for delivering a professional and seamless experience from first enquiry through to after-sales. This role handles customer communications across all channels, owns escalations end-to-end, and works across internal systems to ensure accurate order tracking, timely updates, and issue resolution. Responsibilities- Manage all customer enquiries via WhatsApp, phone, email, and other platforms in a timely and professional manner- Own customer escalations from start to resolution — coordinating with operations, logistics, and sales teams and following through until the issue is closed- Use company systems to log all customer interactions, update order records, and track case status accurately- Provide customers with real-time, accurate updates on orders, deliveries, and service requests- Identify recurring complaints or operational gaps and report them to management with proposed solutions- Maintain a consistently high standard of customer experience across all touchpoints- Support the team during peak hours and shift handovers to ensure no customer is left unattendedRequirements- Minimum 3–5 years of experience in customer service, preferably in e-commerce, retail, or a product-based business- Fluent in Arabic and English — spoken and written (both mandatory)- Proven experience managing escalations and difficult customer situations professionally- Confident using CRM systems and order management tools- Available to work on a rotating shift basis (morning and night shifts)- Strong communication, follow-up, and problem-solving skills- Highly organised and able to manage multiple cases simultaneously