Customer Service Representative

JB Saeed Home & Hardware is looking for a dedicated and customer-focused CRM Executive to join our Ecommerce Department. If you have a passion for customer service, strong communication skills, and enjoy working in a dynamic environment, wed love to hear from you!

Responsibilities

Handle customer inbound and outbound calls professionally.

Manage customer queries across WhatsApp, phone calls, and Meta platforms.

Conduct order confirmation calls and ensure smooth order processing.

Maintain accurate and updated customer and order records in designated sheets.

Document and update payment records on time to ensure data accuracy.

Coordinate with warehouse and dispatch teams for order status updates.

Follow up with customers on pending payments, order delays, or missing details.

Provide customers with product information, order updates, and resolution of concerns.

Manage return/exchange requests and ensure proper documentation.

Escalate unresolved cases to the relevant team for quicker resolution.

Ensure timely closure of customer tickets and queries.

Maintain strong follow-up discipline to ensure customer satisfaction.

Assist in improving CRM processes by identifying gaps or recurring customer issues