Customer Support Executive

Job Overview

We are looking for a responsible and customer-focused Customer Support Executive to manage customer queries and provide support throughout the order journey — from order confirmation to post-delivery follow-up. The ideal candidate should have strong communication skills, a polite and professional attitude, and the ability to handle customer complaints and queries efficiently.

Key Responsibilities

• Handle customer queries related to orders, products, delivery, and order status.
• Confirm orders and coordinate with customers regarding order details when required.
• Respond to customer inquiries through WhatsApp, calls, and other communication channels.
• Follow up with customers after delivery to collect feedback and ensure customer satisfaction.
• Handle customer complaints professionally and provide appropriate solutions.
• Contact customers when an order is returned, refused, or undelivered to understand the reason and resolve the issue.
• Coordinate with the relevant team regarding returns, exchanges, damaged/wrong products, and delivery-related issues.
• Maintain proper records of customer complaints, feedback, returns, and follow-ups.
• Follow up on unresolved customer issues until they are properly addressed.
• Identify recurring customer complaints and report them to management.
• Maintain a professional and positive relationship with customers.
• Ensure timely responses and proper communication with every customer.
• Assist in improving the overall customer experience and after-sales service.

Required Skills

• Excellent communication and interpersonal skills.
• Good command of English and Urdu.
• Polite, patient, and professional attitude.
• Good listening and problem-solving skills.
• Ability to handle difficult or unhappy customers calmly.
• Good follow-up and coordination skills.
• Basic computer skills and familiarity with WhatsApp and Microsoft Excel/Google Sheets.
• Ability to manage multiple customer queries and follow-ups simultaneously.
• Previous experience in customer support or e-commerce will be preferred.

Key Qualities We’re Looking For

• Customer-focused mindset
• Responsible and punctual
• Quick learner
• Good communication
• Problem-solving attitude
• Patience and professionalism
• Strong follow-up skills
• Attention to detail

Main Objective of the Role

The primary objective of this position is to ensure that every customer receives timely, professional, and satisfactory support before, during, and after their purchase, while helping the company maintain a strong customer relationship and improve overall customer satisfaction.

Pay: Rs35,000.00 - Rs40,000.00 per month

Work Location: In person