Assistant Manager – Customer Support & Fulfilment

Job Title: Assistant Manager – Customer Support & Fulfilment

Job Summary:

We are looking for a proactive and detail-oriented Assistant Manager – Customer Support & Fulfilment to oversee customer service operations and order fulfilment processes. The role requires ensuring a seamless customer experience from order placement to delivery, while maintaining high service standards and operational efficiency.

Key Responsibilities:

Customer Support:

• Manage day-to-day customer support operations across all channels (calls, WhatsApp, email, social media).
• Ensure timely and professional resolution of customer queries, complaints, and escalations.
• Monitor customer satisfaction levels and implement improvements where required.
• Train and supervise the customer support team to maintain service quality standards.

Order Fulfilment:

• Oversee order processing, packaging, and dispatch to ensure timely delivery.
• Coordinate with warehouse, logistics, and retail teams for smooth fulfilment operations.
• Track orders and resolve delivery-related issues efficiently.
• Maintain accurate records of orders, returns, and exchanges.

Process Improvement & Reporting:

• Identify gaps in customer experience and fulfilment processes and suggest improvements.
• Prepare daily/weekly performance reports (order status, complaints, turnaround time).
• Ensure compliance with company policies and service standards.

Requirements:

• Bachelor’s degree in Business Administration or a related field.
• 2–4 years of relevant experience in customer support and fulfilment operations.
• Previous experience in a retail/apparel company will be considered a strong plus.
• Strong communication and problem-solving skills.
• Ability to handle pressure and manage multiple tasks efficiently.
• Proficiency in MS Office and CRM/order management systems.

Location: Naziambad S.I.T.E Area, Karachi

Work Location: In person