Customer Support & Order Management Officer

Bin Dawood Mart; Sheikhupura; On-site; PKR 480,000 - 720,000; Full time

Job summary

Bin Dawood Mart is seeking a Customer Service & E-commerce Order Processing Executive to respond to customer queries across social media, WhatsApp, and the website. You will manage order processing, shipment coordination, and customer updates for a smooth shopping experience.

You will work with Shopify orders, coordinate with the warehouse, verify customer details, and update customers on status, while maintaining accurate records and addressing issues promptly.

Qualifications

• Intermediate degree or relevant experience in customer service, e-commerce, business administration, or a related field.
• Strong written and verbal communication skills.
• Basic to intermediate computer skills and familiarity with social media platforms.
• Familiarity with Facebook, Instagram, WhatsApp Business, and website-based inquiries.

Responsibilities

• Respond promptly and professionally to customer inquiries via Facebook, Instagram, WhatsApp, and other social media.
• Handle requests through the Bin Dawood Mart website, including live chat or contact forms.
• Assist customers with product information, prices, availability, order status, delivery timelines and returns.

Skills

Customer service

E-commerce order processing

Communication skills

Social media handling

Education

Intermediate degree

Relevant experience

Tools

Shopify

WhatsApp Business

Job description

Job Description: Company overview

Bin Dawood Mart is an online store offering cosmetics, skincare, toiletries, jewellery, home décor, toys, and more. We are looking for a customer-focused individual to handle customer inquiries and manage online orders efficiently.

Job Summary

The Customer Service & E-commerce Order Processing Executive will respond to customer queries across social media, WhatsApp, and the website, while managing order processing, shipment coordination, and customer updates to ensure a smooth shopping experience.

Key Responsibilities

• Respond promptly and professionally to customer inquiries received through Facebook, Instagram, WhatsApp, and other social media platforms.
• Handle customer queries through the Bin Dawood Mart website, including live chat or contact forms, where applicable.
• Assist customers with product information, prices, availability, order status, delivery timelines, and return or exchange policies.
• Manage customer complaints and resolve issues efficiently, escalating complex cases when necessary.
• Follow up with customers regarding pending inquiries, incomplete orders, and other service-related matters.
• Monitor and manage incoming orders through the Shopify online store.
• Verify order details, customer information, delivery addresses, and payment or cash-on-delivery status.
• Coordinate with the warehouse or inventory team to confirm product availability and order readiness.
• Prepare and process orders for packing, dispatch, and delivery.
• Coordinate with courier partners regarding shipments, delivery updates, and failed deliveries.
• Update customers on order confirmations, dispatch notifications, delivery status, cancellations, and returns.
• Maintain accurate order records and report any discrepancies or processing issues.

Job Specification: Requirements & Qualifications

• Intermediate degree or relevant experience in customer service, e-commerce, business administration, or a related field.
• Strong written and verbal communication skills.
• Basic to intermediate computer skills and familiarity with social media platforms.
• Familiarity with Facebook, Instagram, WhatsApp Business, and website-based customer inquiries.