Customer Support Representative (CSR)

Real Beauty, a rapidly growing skincare and cosmetics brand based in Lahore, is looking for a dedicated and customer-oriented Customer Support Representative (CSR) to join their team. This full-time position involves managing daily customer communications and overseeing e-commerce order operations. The ideal candidate will have strong communication skills, a friendly demeanor, and the ability to efficiently handle customer inquiries, confirm orders, and coordinate order fulfillment. The role is based at Naher Kinare Restaurant, Naya Pull, Main Canal Road, Tajpura, Lahore, and requires in-person attendance.

Key Responsibilities
Manage customer inquiries across various platforms such as WhatsApp, phone calls, Facebook, Instagram, and other communication channels. Contact customers to confirm online orders and verify delivery details. Provide expert guidance on skincare products by explaining benefits, usage instructions, and assisting customers in selecting suitable items. Address product-related questions and offer professional recommendations to enhance customer satisfaction. Oversee the order processing workflow and coordinate with packing and dispatch teams to ensure smooth operations. Follow up on pending, cancelled, returned, and delayed orders to guarantee timely resolution. Maintain accurate records of customer information and order status updates. Handle customer complaints professionally to ensure positive experiences and customer retention. Coordinate with courier companies to resolve any delivery-related issues. Foster a positive customer experience to encourage repeat business and brand loyalty.

Required Qualifications
Candidates should have a minimum education level of Intermediate, with a Bachelor’s degree preferred. They must possess 1 to 2 years of experience in Customer Support, CSR roles, E-Commerce, or Order Management. Excellent verbal and written communication skills are essential, with proficiency in Urdu and basic English. Familiarity with WhatsApp Business, Facebook, Instagram, and online order management systems is required. Basic computer skills, including MS Excel and data entry, are necessary. The ability to manage multiple customer conversations simultaneously is important. Knowledge of skincare and cosmetic products will be considered an advantage. Candidates should be responsible, punctual, organized, and target-oriented.

Preferred Qualifications and Benefits
Experience with Shopify, Daraz, e-commerce operations, cash-on-delivery (COD) order confirmation, and courier coordination will be highly preferred. Real Beauty offers a competitive salary based on experience, ranging from Rs35,000 to Rs70,000 per month. The company provides a professional working environment with opportunities for career growth and the chance to be part of an expanding skincare brand. This role requires physical presence at the Lahore location.

Interested candidates are encouraged to apply through the appropriate job platform with an updated CV to become part of the Real Beauty team.