Customer Support Representative

Job Description

Customer Support Representative (E-commerce) – Onsite

We are a growing e-commerce support agency looking for dedicated and reliable Customer Support Representatives to join our onsite team.

This is not a basic reply role. We are looking for individuals who can understand customer issues, think clearly, and handle both communication and operational tasks professionally.

Responsibilities
 

Key Responsibilities

Respond to customer queries via email and social media
Handle order-related issues such as delivery delays, missing items, and returns
Check and verify tracking information using courier systems
Process resends, returns, and customer requests according to internal workflows
Update internal sheets (refunds, claims, issues) accurately
Maintain a professional and human tone in all communications
Escalate complex cases when required
Requirements

Strong written English skills (UK tone preferred)
Previous customer support experience (e-commerce preferred)
Ability to handle high volume while maintaining quality
Attention to detail and ability to follow structured processes
Ability to think independently (not just copy-paste replies)
Must be able to work onsite
What We Are Looking For

Someone who understands customer problems and responds accordingly
Strong sense of responsibility and ownership
Calm and professional under pressure
Team player who can work within a structured environment
Working Structure

Onsite role (office-based)
10 hrs of shift
Work within a managed team with supervision and quality checks
How to Apply

Please include:

Your previous customer support experience
Tools you have used (Zendesk, Shopify, etc.)
A short written example of how you would respond to an unhappy customer
Applications without a written sample response will not be considered.

Job Type: Full-time

Ability to commute/relocate:

Karachi Gulistan-E-Jouhar (Kp-2023): Reliably commute or planning to relocate before starting work (Required)
Experience:

Customer service : 2 years (Required)
Language:

English (Required)
Work Location: In person