Customer Service Executive - E-commerce (ZR-525)

Horizon Technologies; Karachi Division; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A leading e-commerce company in Karachi is seeking a Customer Service Executive to handle customer inquiries and ensure satisfaction. The ideal candidate should have 2-4 years of experience in customer service, strong communication skills, and experience with tools like Zendesk and Freshdesk. The position requires working on-site during evening shifts aligned with US EST.

Qualifications

• Minimum 2-4 years of experience in customer service, preferably in e-commerce.
• Hands-on experience with customer support tools will be an added advantage.

Responsibilities

• Respond promptly and professionally to customer inquiries.
• Process returns, refunds, and replacements according to policies.
• Coordinate with logistics and operations teams to resolve concerns.
• Maintain customer interaction records and follow up on issues.
• Strive for high customer satisfaction and positive feedback.

Skills

Strong communication and interpersonal skills

Problem-solving

Conflict resolution

Multitasking

Tools

Zendesk

Freshdesk

Gorgias

Job description

Customer Service Executive - E-commerce (ZR-525)

Job Description:

The ideal candidate will be responsible for handling customer inquiries and issues across e-commerce platforms to ensure a smooth shopping experience and high customer satisfaction.

Responsibilities

• Respond promptly and professionally to customer queries, messages, and complaints.
• Process returns, refunds, and replacements in line with company and platform policies.
• Coordinate with logistics, operations, and other teams to resolve customer concerns.
• Maintain customer interaction records and follow up on open issues.
• Strive to maintain high levels of customer satisfaction and positive feedback ratings.

Must Haves

• Strong communication and interpersonal skills (verbal and written).
• Proven ability in problem-solving, conflict resolution, and handling escalations.
• Prior experience in customer service, support, or e-commerce operations.
• Ability to multitask and work in a fast-paced environment.
• Minimum 2-4 years of experience in customer service (preferably in e-commerce).
• Customer Support Tools: Hands-on experience with Zendesk, Freshdesk, or Gorgias.
• Certifications in customer service or CRM tools will be an added advantage.

Other Details

• Job Timings: On-site evening night shift following US EST
• Office location: Off to Shahrah-e-Faisal, PECHS, Karachi