Idealancy, a dynamic e-commerce platform specializing in kitchen accessories, home essentials, washroom accessories, and various everyday products, is seeking a skilled Customer Service Representative to join its team. The ideal candidate will be responsible for managing customer interactions across multiple channels, ensuring a seamless shopping experience, and resolving issues efficiently. This role demands professionalism, strong communication skills, and the ability to handle multiple queries simultaneously in a fast-paced environment.
Key Responsibilities:
- Respond to customer inquiries via Chat, WhatsApp, Social Media, and Email promptly and professionally.
- Conduct order confirmation calls to verify and ensure accuracy of order details.
- Address and resolve customer complaints in a timely manner, maintaining a positive customer experience.
- Coordinate with courier and logistics partners to manage shipment delays, delivery issues, returns, and other related concerns.
- Maintain and consistently achieve assigned Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
- Collaborate with internal teams and relevant departments to facilitate quick issue resolution and improve service quality.
Required Qualifications:
- 2 to 3 years of proven experience in Customer Support or Customer Service roles.
- Minimum Intermediate educational qualification.
- Strong understanding of customer experience principles and customer service best practices.
- Hands-on experience managing customer communications through Chat, WhatsApp, Social Media, Email, and Calls.
- Good knowledge of order confirmation procedures and courier/logistics processes.
- Ability to multitask and manage multiple customer queries simultaneously without compromising quality.
- Excellent communication and problem-solving skills.
- Familiarity with KPI and SLA management to ensure service standards are met.
- Punctual, responsible, and time-conscious work ethic.
Job Details:
- Company: Idealancy
- Industry: E-Commerce / Online Shopping
- Location: E-Block, North Islamabad
- Salary: PKR 40,000 – 50,000
- Working Hours: 10:00 AM – 7:00 PM
- Employment Type: Full-Time
This is an excellent opportunity for a motivated customer service professional looking to contribute to a growing e-commerce business. The role offers a structured work environment with clear performance targets and the chance to work with a dedicated team focused on delivering exceptional customer experiences.
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