Customer Service (CSR)

We are looking for a customer-focused and proactive Customer Service Representative (CSR) to join our team. The ideal candidate will provide exceptional support to customers across multiple communication channels, ensuring a smooth shopping experience from inquiry to post-purchase assistance. This role requires excellent communication skills, problem-solving abilities, and a passion for delivering outstanding customer service.

Key Responsibilities Customer Support

• Respond to customer inquiries via WhatsApp, Facebook, Instagram, email, website chat, and phone.
• Assist customers with product information, sizing, availability, pricing, and order placement.
• Resolve customer complaints professionally while maintaining a positive brand image.
• Follow up with customers regarding pending issues until resolution.

Order Management

• Process, update, and monitor customer orders.
• Coordinate with warehouse and logistics teams to ensure timely order fulfillment.
• Handle order modifications, cancellations, exchanges, and return requests according to company policies.
• Track shipments and provide delivery updates to customers.

Sales Support

• Recommend suitable products based on customer preferences.
• Upsell and cross-sell products when appropriate.
• Help customers complete their purchases by addressing concerns and providing accurate information.

Social Media & Chat Management

• Respond promptly to comments, messages, and inquiries across social media platforms.
• Maintain a professional and friendly tone while representing the brand.
• Escalate technical or complex issues to the relevant department.

Customer Satisfaction

• Ensure every customer interaction reflects the company's service standards.
• Maintain accurate records of customer conversations and resolutions.
• Gather customer feedback and share insights to improve products and services.

Requirements

• Bachelor's degree preferred.
• 1–2 years of experience in customer service, preferably in e-commerce or fashion retail.
• Excellent verbal and written communication skills in English and Urdu.
• Strong interpersonal and problem-solving skills.
• Ability to work under pressure and manage multiple conversations simultaneously.
• Basic knowledge of Microsoft Office and Google Workspace.
• Experience with CRM systems or customer support software is an advantage.

Skills

• Customer Relationship Management
• Communication Skills
• Active Listening
• Conflict Resolution
• Time Management
• Teamwork
• Attention to Detail
• Multitasking
• Sales Support
• Adaptability

Key Performance Indicators (KPIs)

• First Response Time (FRT)
• Average Resolution Time
• Customer Satisfaction (CSAT)
• Order Accuracy
• Customer Retention
• Response Quality
• Conversion from Customer Inquiries
• Return and Complaint Resolution Rate

What We Offer

• Competitive salary
• Professional growth opportunities
• Supportive work environment
• Employee discounts
• Performance-based incentives
• Training and development programs

Pay: Rs35,000.00 - Rs50,000.00 per month

Work Location: Hybrid remote in Karachi