Customer Operations Lead

Location: Karachi, Pakistan
Employment Type: Full-Time
Working Days: Monday – Friday
Working Hours: 10:00 AM – 7:00 PM PKT (with a 1-hour lunch break)
Probation Period: 3 Months

We are seeking a highly organized and proactive Customer Operations Lead to join our team. This role is essential in managing daily customer operations and ensuring seamless communication and coordination across departments. The ideal candidate will work closely with management to handle customer inquiries, order processing, and operational tasks, helping to maintain a smooth and efficient customer experience.

Key Responsibilities
- Manage customer communication through multiple channels including WhatsApp, Email, Phone Calls, and Tawk.to.
- Respond promptly and professionally to customer inquiries, adhering to company response standards.
- Assist in preparing quotations, processing orders, generating payment links, and confirming payments.
- Coordinate with production, logistics, finance, and management teams to ensure timely and accurate order fulfillment.
- Monitor order progress and provide customers with regular updates.
- Follow up post-delivery to ensure customer satisfaction, encouraging reviews and referrals.
- Address customer concerns and escalate complex issues to the appropriate teams when necessary.
- Adhere to company Standard Operating Procedures (SOPs) for customer service, order handling, and issue resolution.
- Maintain detailed and accurate records of inquiries, quotations, payments, deliveries, and follow-ups.
- Prepare weekly reports covering inquiries, orders, customer feedback, and suggestions for operational improvements.
- Support the development and updating of SOPs, FAQs, response templates, and other documentation.
- Recommend enhancements to improve customer experience and internal processes.
- Collaborate with internal departments to ensure smooth and efficient operations.
- Perform additional operational and administrative duties as assigned by management.
- Maintain strict confidentiality of company and customer information at all times.

Required Qualifications
- Bachelor’s degree preferred; fresh graduates are encouraged to apply.
- 0-2 years of experience in customer service, operations, or client support roles.
- Excellent spoken and written English skills.
- Strong communication, organizational, multitasking, and problem-solving abilities are essential.

This position offers the opportunity to grow within a dynamic environment where customer satisfaction and operational excellence are top priorities. If you are detail-oriented, customer-focused, and eager to contribute to a collaborative team, this role is an excellent fit.