E-commerce Customer Support Executive

Customer Support Executive
RapidX Ventures | Karachi, Pakistan | Full-time
Salary: PKR 60,000 – 80,000/month

About RapidX Ventures
RapidX Ventures is Pakistan's digital venture builder operating 5 D2C e-commerce brands — Night Need, The Style Bazar, Snooze.pk, Comfy Fashion, and Trending Bazar. We are looking for a proactive Customer Support Executive to manage and lead the CS Representatives across all our stores.

Position Overview
This is not just a support role — it is a leadership and problem-solving position. You will manage a team of Customer Support Representatives across all brands, ensure every customer query is resolved on time, coordinate with the Warehouse, Marketing, and Finance teams when needed, and independently solve problems without escalating unnecessarily. If you wait to be told what to do, this role is not for you.

Key Responsibilities

Team Management

• Manage and supervise Customer Support Representatives across all 5 brands and stores
• Assign daily tasks, monitor performance, and ensure KPIs are met by the entire team
• Train new CS Representatives on SOPs, scripts, and order management systems
• Conduct daily team huddle at 10:00 AM — set targets and address pending issues

Customer Support Operations

• Ensure all orders are confirmed within 15 minutes across all channels — WhatsApp, phone, social media, website
• Oversee complaint handling — ensure all complaints are acknowledged within 30 minutes and resolved within committed SLA
• Monitor review management across Facebook, Instagram, TikTok, and Daraz
• Ensure abandoned checkout recovery targets (minimum 20%) are achieved by the team
• Oversee social media DM order taking — ensure draft orders are created in Shopify immediately

Cross-Department Coordination

• Work directly with the Warehouse team to resolve order, dispatch, and RTO issues
• Coordinate with the Finance team for COD reconciliation discrepancies and refund approvals
• Liaise with the Marketing team on customer feedback, product complaints, and campaign-related queries
• Coordinate with the Content team on product information accuracy for customer communication

Problem Solving

• Independently investigate and resolve customer issues without unnecessary escalation
• Identify root causes of recurring complaints and propose process improvements
• Handle difficult customer situations calmly and professionally — phone, WhatsApp, and social media
• Make judgment calls on refunds, exchanges, and resolutions within approved guidelines

Reporting

• Submit daily EOD report to CEO by 8:00 PM — orders, complaints, resolutions, pending issues
• Maintain and update CS Google Sheet daily — all tabs current and accurate
• Present weekly performance report in CEO meeting — issues, opportunities, team KPIs

Office Timing

• Shift: 11:00 AM – 9:00 PM
• WFH Rotation: Evening duty after 9:00 PM on rotating basis for night order management

Requirements

• Bachelor's degree — any discipline (BBA, Mass Communication, or related preferred)
• 1–2 years customer support experience — e-commerce strongly preferred
• Experience managing or supervising a small team is an advantage
• Excellent verbal and written communication in Urdu and English
• Proficiency in WhatsApp Business, Google Sheets, and Shopify
• Strong problem-solving mindset — must be able to resolve issues independently
• Ability to coordinate across multiple departments simultaneously
• Calm, professional, and empathetic under pressure

What We Offer

• Salary: PKR 60,000 – 80,000/month (based on experience)
• Monthly performance-based incentives linked to KPIs
• Direct exposure to multi-brand D2C e-commerce operations
• Clear growth path — strong performers move to CS Manager role
• Work culture built on trust, accountability, and Islamic values

To Apply:
Email: [email protected]
Subject: CS Executive — [Your Full Name]
WhatsApp: +92 329 2619912
www.rapidxventures.com

Only shortlisted candidates will be contacted. Immediate joining preferred.

Pay: Rs60,000.00 - Rs80,000.00 per month

Education:

• Bachelor's (Required)

Experience:

• E-commerce Customer Support Executive: 2 years (Required)

Location:

• Karachi Gpo (Required)

Work Location: In person