Role Purpose

Zain Iraq is actively recruiting to hire E-Commerce Merchant Support Office who is responsible for ensuring merchants deliver a seamless and reliable customer experience. The role focuses on overseeing daily order processing, resolving operational issues, monitoring performance, and ensuring compliance with platform standards. By acting as the primary point of contact for merchants, the officer supports smooth operations, strengthens merchant partnerships, and helps maintain service excellence across the platform.

Responsibilities

• Manage and resolve all order-related issues, including delays, returns, replacements, and warranty claims.

• Collaborate with customer service teams to address escalated customer cases and ensure timely resolution.

• Monitor merchant activities to ensure daily order processing and on-time fulfilment.

• Track merchant performance against SLAs and provide regular feedback to drive improvements.

• Coordinate with logistics partners to resolve delivery and fulfilment challenges quickly.

• Ensure service consistency and quality to uphold a positive customer experience.

• Generate and analyze merchant performance reports, highlighting recurring issues for escalation.

• Provide training and operational guidance to merchants on order management and platform policies.

• Enforce compliance with e-commerce standards, operational policies, and customer care requirements.

• Support the onboarding of new merchants by explaining procedures, requirements, and performance expectations.

• Serve as the first point of contact for merchants to escalate concerns and request operational support.

   

   

Education, Experience and Competencies

• Bachelor’s degree or Above

Qualifications & Experience:

• 2–4 years of experience in the related field

• Excellent communication, negotiation, and relationship-building skills.

• Ability to manage multiple accounts and prioritize tasks effectively

Competencies

Behavioral

• Serving our Customers

• Achievement Driven

• Analytical Thinking

• Team Work

• Information Seeking

• Problem Solving and Creativity

• Relationship Building

• Initiative

Technical

• Oral& Written Communication

• Managing Information

• Technology Application

IDE Competency

• Courage to Engage

• Addressing Bias

• Allyship