Customer Service Representative – E-commerce

Sonex Nonstick is looking for a motivated and customer-focused Customer Service Representative to join its e-commerce team in Gujranwala. The ideal candidate will enjoy engaging with customers, resolving their issues promptly, and ensuring a smooth and satisfying shopping experience. This role requires direct communication with customers through multiple channels and close coordination with internal teams to manage orders and deliveries efficiently.

Key Responsibilities
- Handle customer inquiries via calls, WhatsApp, email, and social media platforms.
- Provide detailed information about products, pricing, availability, orders, and promotional offers.
- Accurately process and verify e-commerce orders.
- Coordinate with warehouse and logistics teams to ensure timely dispatch and delivery of orders.
- Provide customers with order confirmations, tracking details, and delivery updates.
- Manage complaints, returns, exchanges, damaged products, refunds, and failed deliveries professionally.
- Follow up on pending orders to reduce cancellations and return-to-origin (RTO) cases.
- Maintain precise records of customer interactions and resolutions.
- Deliver a consistent, professional, and helpful customer experience.
- Communicate clearly and effectively with customers to address their needs.
- Identify recurring customer issues and relay feedback to relevant departments for continuous improvement.
- Uphold customer confidentiality and prepare basic customer service reports as required.

Required Qualifications
- 1 to 3 years of experience in customer service, e-commerce, retail, or a related field.
- Proficient communication skills in both English and Urdu.
- Basic computer literacy with familiarity in e-commerce platforms preferred.
- Strong problem-solving abilities and conflict resolution skills.
- Ability to remain calm and professional when dealing with difficult or frustrated customers.
- Effective multitasking and organizational skills.
- Knowledge of order management processes, including tracking, returns, and exchanges, is advantageous.
- Demonstrated sense of responsibility and ownership in previous roles.

Preferred Qualifications and Benefits
- Experience using WhatsApp Business, phone, and email communication tools is a plus.
- This is a full-time, in-person position based in Gujranwala, Pakistan.
- The role is part of the Customer Service / E-commerce department.
- Compensation ranges from Rs1.00 to Rs2.00 per month, depending on experience and qualifications.

This position presents an excellent opportunity for individuals passionate about customer service and e-commerce to contribute to a growing company while enhancing their professional skills.