Customer Experience Partner

Your tasks

About the role At Nino's, every cake is part of someone's big day. As a Customer Experience Partner, you're the person customers talk to from their first message to the moment the cake arrives. You'll take orders, answer questions, get every detail right, and turn problems into moments that make customers come back.

Customer conversations

• 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.

Order accuracy

• 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.

Problem solving

• 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.

Improving how we work

• 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.

What success looks like

• 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

Requirements

• 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