E-commerce Customer Service Intern

About the role

DIMA Marketing & Distribution SAL, a distributor of leading multinational brands founded in 1978, is looking for a Customer Support intern based in Beirut. The intern handles inbound inquiries from retailers, wholesalers and end customers by phone, email and other channels, giving accurate information on products, orders, deliveries and services. The role also involves resolving issues, coordinating with internal departments and keeping customer data accurate.

Key responsibilities

• Handle inbound inquiries and provide accurate information on products, orders, deliveries and services
• Resolve issues and coordinate with sales, warehousing and logistics teams
• Log and track cases in the company's systems and monitor recurring problems
• Escalate technical or complex issues to the appropriate teams
• Update customer records and order statuses, and check product availability and inventory
• Record customer interactions, complaints, requests and resolutions in the CRM or customer support system
• Coordinate with the warehouse team on availability, packing and order fulfillment
• Work with sales and marketing on promotions, discounts and campaigns, and with finance on payments, refunds and transactions
• Share recurring customer feedback and operational issues with management

Required profile

• Bachelor's degree or diploma in Business Administration, Marketing, Communications or a related field preferred
• Relevant experience in customer service or support, preferably in distribution, FMCG or retail
• Fluency in English and Arabic; additional languages are an advantage
• Ability to work on-site in Beirut and manage several tasks in a fast-paced environment

Required skills

• Customer support and customer satisfaction skills, with a service-oriented approach
• Interpersonal skills and clear communication with retailers, wholesalers and internal teams
• Basic technical support for orders, deliveries and simple system use
• Analytical skills to spot trends in inquiries and suggest improvements
• Proficiency in common office software and comfort with ERP or CRM systems; experience with MS Dynamics or similar is a plus