Marketplace Customer Service Representative

Company: Quantanite
Location: Maadi Technology Park, Cairo
Employment Type: Full-Time
Experience Required: Minimum 1 year in Customer Service / Contact Center
Language Requirement: English B2+ to C1

About the Role

Quantanite is hiring a Marketplace Customer Service Representative to support international EMEA marketplace operations.
This role focuses primarily on 2nd-line customer support, handling more complex cases while ensuring high-quality resolutions and strict adherence to service level agreements.

You will work closely with the Cairo Team Lead and collaborate functionally with the Marketplace Coordinator based in Manila.

Key Responsibilities

Customer Support & Case Management

Handle customer enquiries related to:

Order status and fulfilment issues

Refunds and returns

Warranty claims

Complaints and escalations
 

Marketplace Operations

Manage inbound cases via the shared Marketplace mailbox

Actively manage and respond to cases through the Bol.com Partner Portal

Ensure full compliance with marketplace guidelines and SLAs
 

Service Level Management
 

Maintain a 24-hour response SLA, Monday to Friday

Collaboration & Escalation

Work closely with the Cairo Team Lead and Marketplace Coordinator

Support backlog management and prioritisation of urgent cases
 

Performance & Productivity

Achieve targets based on:

Case resolution volume

Response times

Quality, accuracy, and SLA adherence