Customer Service Representative

We're hiring on behalf of Oatful, which is a UAE-based healthy protein breakfast brand. Oatful delivers worldwide, and we're looking for someone to help answer customers' questions and queries and keep every order moving smoothly from purchase to delivery.ResponsibilitiesRespond to customer inquiries across email, live chat, WhatsApp and social media in a friendly, timely and accurate wayHandle order-related questions such as tracking, delivery timing, subscription details and product informationTroubleshoot and resolve customer issues, from missing or delayed orders to product concerns, and escalate genuine complaints to the right person on the teamCoordinate directly with our logistics and courier partners to chase down delayed shipments, resolve delivery problems and confirm proof of deliveryKeep accurate records of customer conversations and recurring issues, and flag patterns that need attentionUse our Shopify store to look up orders, customer details and subscription statusManage conversations through our chat and helpdesk tools (Tidio or Gorgias), keeping response times fast and queues clearSupport with basic order actions where needed, such as updating addresses or applying approved discount codesFollow our tone of voice and escalation process so customers get consistent, on-brand answers every timeRequirementsExperience with Shopify (managing orders, customer records, basic store admin)Experience using customer chat/helpdesk tools such as Tidio or GorgiasExperience communicating directly with logistics/courier teams to resolve delivery issuesStrong written English, friendly and patient toneComfortable working across email, live chat, WhatsApp and social DMsReliable, detail-oriented, and comfortable working with international customers across time zonesopen to having more tasks as well