Customer Service Representative

DRAPPY STORES UK LIMITED, established in 2025, is a dynamic fashion and lifestyle brand dedicated to empowering individuals through style that celebrates identity and confidence. The company offers a diverse range of high-street essentials, including Western clothing, perfumes, shoes, undergarments, caps, socks, sportswear, and sunglasses. Each product is thoughtfully selected to combine trendiness, comfort, and self-expression, delivering a complete lifestyle experience. DRAPPY’s mission is to redefine dressing by helping customers feel confident and authentic in their appearance.

The Customer Service Representative role is a full-time, on-site position based in Karāchi. This role involves managing customer inquiries through multiple channels such as phone, email, and chat. The representative will provide accurate information regarding products, sizing, availability, and store policies. Key responsibilities include handling complaints and returns efficiently, resolving issues promptly, and ensuring a positive experience from initial contact through post-purchase support. The role also requires processing orders, maintaining customer records, collaborating closely with store and warehouse teams, and communicating customer feedback to management to enhance service quality. Daily duties involve adhering to company procedures, meeting performance targets, and representing the DRAPPY brand with professionalism and a customer-centric approach.

Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and chat.
- Provide detailed and accurate information about products, sizing, availability, and store policies.
- Manage customer complaints and returns, ensuring timely resolution and customer satisfaction.
- Process customer orders and maintain accurate customer records.
- Collaborate with store and warehouse teams to facilitate smooth operations.
- Communicate customer feedback and service improvement suggestions to management.
- Follow company procedures and meet established performance targets.
- Uphold the DRAPPY brand image by delivering exceptional customer service.

Required Qualifications
- Strong customer service skills with a focus on delivering excellent support and enhancing the customer experience.
- Proven experience in customer-facing roles such as Customer Service Representative or similar positions.
- Excellent verbal and written communication skills in English; proficiency in additional local languages is advantageous.
- Ability to remain calm and professional when handling difficult situations, with strong problem-solving and escalation skills.
- Basic proficiency with point-of-sale systems, CRM software, and standard office applications.
- High school diploma or equivalent qualification.

Preferred Qualifications and Benefits
- Previous experience in retail or the fashion industry is preferred but not mandatory.
- Opportunity to work with a growing brand that values individuality and confidence.
- Collaborative work environment with opportunities to contribute to service improvements and customer satisfaction.

This role offers a chance to be part of a brand that not only sells products but also inspires customers to express themselves confidently through fashion. If you are passionate about customer service and enjoy working in a fast-paced retail environment, this position at DRAPPY STORES UK LIMITED could be an excellent fit.