Customer Service Executive

Compass Training and Consultancy Pvt. Ltd.

Lahore , Pakistan

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We are seeking a detail-oriented Customer Support & Order Operations Executive to join our international e-commerce team. This role primarily involves order flagging, order review, and operational processing to ensure smooth order fulfillment. Additionally, the candidate will provide customer support through live chat, phone/VOIP, and email as needed. The position requires close coordination with various departments including Sales, Logistics, and Warehouse to resolve order-related issues efficiently.

Key Responsibilities
- Review and flag orders according to established Standard Operating Procedures (SOPs) and escalation criteria.
- Process a high volume of orders accurately, identifying discrepancies such as payment issues, delivery concerns, returns, and other exceptions.
- Update order statuses and maintain precise records across relevant systems.
- Collaborate with Sales, Logistics, Warehouse, and other teams to resolve flagged orders promptly.
- Provide customer support via live chat, phone/VOIP, and email when additional coverage is required.
- Handle customer inquiries related to orders, deliveries, returns, payments, and products.
- Maintain accurate CRM records and adhere to operational and customer service SOPs.
- Escalate complex issues appropriately to ensure timely resolution.

Required Qualifications
- 2 to 3 years of experience in Customer Support, Order Management, or E-commerce Operations.
- Strong attention to detail with the ability to manage high-volume order processing efficiently.
- Excellent written and verbal communication skills in English.
- Comfortable working across multiple systems and platforms.
- Bachelor’s degree is mandatory.

Preferred Qualifications and Benefits
- Experience working in an international e-commerce environment is highly preferred.
- Familiarity with platforms such as Shopify, Magento, Amazon, Salesforce, Zendesk, Intercom, or similar tools is a plus.
- Proven ability to handle hardcore omnichannel customer service when business needs demand.
- The role is based in Lahore, preferably near Ferozepur Road, and requires in-person attendance.
- Working hours are typically from 7 AM to 2 PM Pakistan Standard Time, with some flexibility for 1 PM to 10 PM shifts as needed.
- Monthly compensation can be up to Rs150,000.

Candidates should be tech-savvy, process-driven, and capable of managing high-volume order operations while stepping into comprehensive customer service roles when required. The ability to coordinate effectively with cross-functional teams is essential for success in this position.

Applicants will be asked to provide information regarding their spoken English proficiency, availability for the specified working hours and location, previous experience handling customer service for e-commerce brands, and experience coordinating with Sales, Logistics, and Warehouse teams to resolve flagged orders. Experience servicing customers in markets such as the US, UK, and Europe is advantageous.

This is an excellent opportunity for professionals looking to grow their career in international e-commerce operations and customer support within a dynamic and fast-paced environment.