Job description

Laurus Aroma is a fast-growing Middle East e-commerce skincare brand operating across the UAE, Iraq, Saudi Arabia, Jordan, Lebanon, and more. We're looking for a motivated and customer-focused Customer Support Specialist to join our remote team.

In this role, you'll be the voice of the brand — making sure every customer has a smooth, positive experience from first inquiry to delivered order.

Key Responsibilities:

• Respond to customer inquiries via Instagram DMs and WhatsApp in a timely and professional manner

• Follow up with customers who abandoned their checkout to recover sales

• Handle order-related questions (shipping, delays, returns, product info)

• Escalate complaints or issues to the relevant team when needed

• Maintain a friendly, on-brand tone in all communications

• Log customer interactions and report recurring issues to management

Working Hours: Flexible / to be agreed — must be available during peak hours (afternoons Gulf time)

Work Type: 100% Remote

Skills

• Excellent written Arabic & English (required)

• Strong communication and people skills

• Experience with Instagram, WhatsApp, or similar customer-facing platforms

• Familiarity with e-commerce or online shopping (Shopify experience is a plus)

• Organized, responsive, and able to handle multiple conversations at once

• Sales mindset — ability to recover abandoned checkouts and upsell naturally