هل فعلاً يحتاج متجرك الإلكتروني إلى موظف خدمة عملاء بدوام كامل

Sahl Monday,07 Jul 2025

First, let's ask you: How many times have you entered an online store and asked a simple question, only for no one to respond for two days?
How did you feel then? Did you actually make a purchase? Or did you go to a competitor who responded immediately?
This precisely illustrates the importance of having a full-time customer service representative, especially if you want to build a successful store in the Kingdom of Saudi Arabia.
1. Why is a customer service representative important for online stores?
Customers don't see your store as just a website; they deal with an "experience," and any delay or unprofessional response can leave them with a negative impression.
Having a dedicated employee means that any inquiry, complaint, or problem is handled quickly and professionally. This increases customer satisfaction and increases the chances of them returning for a purchase.
2. Does it have to be full-time? Is a part-time service or an automated response sufficient?
The decision here depends on the size of your store and the volume of daily orders:
• If your store is still small and the number of orders is limited, you may be able to make do with a part-time employee or even an automated response via an AI-powered chatbot.
• However, if you have numerous requests and frequent inquiries, especially during sales or seasonal periods, having a full-time employee is essential.
A full-time employee can follow up on messages, handle shipping issues, exchange requests, and even after-sales feedback.
3. What are the duties of a customer service representative?
• Responding to customer inquiries via WhatsApp, chat, or email.
• Following up on late orders or missing products.
• Coordinating with shipping companies.
• Receiving and resolving customer complaints in a professional manner.
• Building a positive relationship with customers and raising store ratings.
This employee is your store's first line of defense, and any simple mistake can affect your entire reputation.
4. Can I use a freelancer or an external service?
Yes, many small and medium-sized stores in Saudi Arabia work with remote employees or through platforms like Khamsat or Mostaqil.
But make sure the employee knows the Saudi market, speaks in an understandable dialect, and knows how to deal with customers professionally.
5. How do you choose an excellent customer service employee?
• They must be quick to respond.
• They must have a tactful manner and know how to calm a customer if they have a problem.
• They must know how to use response tools such as live chat or ticketing systems.
• They must understand the nature of your products.
• They must be willing to learn and develop.
Having someone with these qualities saves you a lot of time and makes customers more comfortable.
6. The Impact of Customer Service on Your Store Sales
Believe it or not, many customers buy from stores that offer quick responses, even if the product is a little more expensive.
People prefer dealing with a store that pays attention to them, not just sells a product.
Excellent customer service can save your sales during times of recession, because existing customers will return to buy from you again and again, and may even recommend you to others.
Do you really need a full-time customer service employee? The answer depends on the size of your store and your ambitions for growth.
But in general, the larger your operations, the more necessary it becomes to have a full-time employee to follow up with customers and serve them professionally.
If you want to make things easier, you can build your store on a platform that offers an integrated customer service system, such as "Sahl," which makes it easy to connect communication channels and track customer inquiries.