Customer Relation Executive

We are seeking a motivated and customer-focused E-Commerce Customer Service Representative to join our team on a night shift schedule. The ideal candidate will have 2-4 years of experience working with the USA market and possess a strong ability to handle customer inquiries with professionalism and efficiency. This role requires someone who is energetic, courteous, and creative, with a passion for turning challenging customer situations into positive experiences. The position is based in Gulshan-e-Iqbal, Block 10A, Karachi, Pakistan, and involves direct interaction with customers primarily through phone, email, and live chat.

Key Responsibilities
- Handle all assigned customer inquiries and promote company services to callers, leads, and referrals.
- Provide exceptional customer service related to the company’s products and assist customers with their purchases.
- Respond to order and status inquiries, including shipping and billing questions.
- Manage return requests by generating and providing Return Authorization (RA) numbers via email.
- Deliver front-line phone support for online apparel stores and respond to customers during business hours on live chat.
- Accurately enter, maintain, and verify customer information in the system.
- Process incoming customer requests and resolve issues by issuing appropriate responses and adjustments.
- Use customer feedback to recommend improvements to products and services.
- Contact customers and banks to verify shipping and billing addresses.
- Coordinate with customization service providers regarding embroidery and screen printing quotes.
- Provide customers with proofs for customization orders and follow up post-completion to encourage positive Google reviews.
- Proactively call clients to check if they require customization services.

Required Qualifications
- 2-4 years of experience working in customer service within the USA e-commerce market is mandatory.
- Excellent verbal and written English communication skills to effectively interact with customers and respond to emails.
- Strong customer service orientation with outstanding communication abilities.
- Proficient in internet usage, including familiarity with various browsers, settings, and maintenance.
- Exceptional organizational and prioritization skills with a keen attention to detail.
- Analytical mindset with good mathematical skills.
- Ability to work efficiently in a fast-paced, flexible, and entrepreneurial environment.
- Resourceful problem solver who enjoys addressing challenges proactively.

Preferred Qualifications and Benefits
- Experience with e-commerce business platforms is highly desirable.
- Prior exposure to the US market will be considered an advantage.
- Competitive monthly salary ranging from PKR 80,000 to PKR 100,000.
- Work location is in-person at the Karachi office.

Applicants will be asked to provide details about their current salary, confirm their experience with the US market, and verify the completion of their bachelor’s degree during the application process.

This opportunity is ideal for candidates who thrive in dynamic environments and are committed to delivering excellent customer experiences while supporting the growth of an e-commerce business.