Customer Support Executive

We are seeking a dedicated and customer-oriented Customer Support Executive to join our team. This role involves managing customer inquiries and providing support throughout the entire order process—from order confirmation to post-delivery follow-up. The ideal candidate will possess excellent communication skills, a courteous and professional demeanor, and the ability to efficiently resolve customer complaints and questions. This position requires someone who can maintain positive customer relationships while ensuring timely and effective communication.

Key Responsibilities

- Manage customer queries related to orders, products, delivery, and order status.
- Confirm orders and coordinate with customers to clarify order details as needed.
- Respond promptly to customer inquiries via WhatsApp, phone calls, and other communication channels.
- Conduct follow-ups with customers after delivery to gather feedback and ensure satisfaction.
- Handle customer complaints professionally, providing appropriate and timely solutions.
- Reach out to customers when orders are returned, refused, or undelivered to understand and resolve issues.
- Collaborate with relevant teams to address returns, exchanges, damaged or incorrect products, and delivery concerns.
- Maintain accurate records of customer complaints, feedback, returns, and follow-up actions.
- Persistently follow up on unresolved customer issues until they are fully addressed.
- Identify patterns in recurring customer complaints and report findings to management.
- Foster and maintain a professional and positive relationship with customers.
- Ensure all customer communications are timely and clear.
- Contribute to improving the overall customer experience and after-sales service.

Required Qualifications

- Excellent communication and interpersonal skills.
- Proficiency in English and Urdu.
- Polite, patient, and professional attitude.
- Strong listening and problem-solving abilities.
- Ability to remain calm and composed when handling difficult or dissatisfied customers.
- Effective follow-up and coordination skills.
- Basic computer literacy, including familiarity with WhatsApp and Microsoft Excel or Google Sheets.
- Capability to manage multiple customer queries and follow-ups concurrently.
- Previous experience in customer support or e-commerce is preferred.

Preferred Qualifications and Benefits

Candidates who demonstrate a customer-focused mindset, responsibility, punctuality, quick learning ability, and strong attention to detail will excel in this role. The position offers a competitive monthly salary ranging from Rs35,000 to Rs40,000. This is an in-person role, providing an opportunity to work closely with the team and contribute directly to enhancing customer satisfaction and loyalty.

The main objective of this role is to ensure every customer receives timely, professional, and satisfactory support throughout their purchase journey, thereby strengthening customer relationships and improving overall satisfaction levels.