Customer Support Representative

Sansalife.pk; Lahore; On-site; PKR 391,000 - 446,000; Full time

Job summary

SANSA is a skincare and wellness brand based in Lahore. We are seeking a Customer Support Representative to provide thoughtful, accurate, and timely assistance across customer interactions.

This full-time, on-site role in Lahore offers a morning shift and involves handling inquiries via chat and email, explaining product usage, tracking orders, and coordinating with logistics. Fluency in English and Urdu, data accuracy, and empathetic communication are essential. Salary PKR 35,000–40,000.

Qualifications

• Strong written and verbal communication in English and Urdu.
• Customer-focused approach with patience, empathy, and professional judgment.
• Ability to understand customer needs, troubleshoot routine issues, and explain information clearly.
• Comfort using chat, email, order-management systems, spreadsheets, and basic customer records.
• Accurate data entry and careful documentation of orders, complaints, and resolutions.

Responsibilities

• Respond to customer questions through digital support channels in a professional and friendly manner.
• Provide clear information about products, usage guidance, order status, delivery, payments, and returns according to company policies.
• Record customer interactions, complaints, resolutions, and follow-up actions accurately.
• Coordinate with order processing, logistics, and internal teams to resolve issues efficiently.
• Identify recurring customer concerns and share useful feedback with supervisors and relevant teams.
• Maintain service quality, response-time standards, and a consistent brand voice in every interaction.

Skills

Bilingual English/Urdu

Customer-focused service

Multitasking & prioritization

Clear verbal & written communication

Troubleshooting routine issues

Data entry & documentation

Tools

Order management systems

Spreadsheets

Job description

Job Description

SANSA is a skincare and wellness brand based in Lahore. The Customer Support Representative will provide thoughtful, accurate, and timely assistance across customer interactions.

Responsibilities

• Respond to customer questions through digital support channels in a professional and friendly manner.
• Provide clear information about products, usage guidance, order status, delivery, payments, and returns according to company policies.
• Record customer interactions, complaints, resolutions, and follow-up actions accurately.
• Coordinate with order processing, logistics, and internal teams to resolve issues efficiently.
• Identify recurring customer concerns and share useful feedback with supervisors and relevant teams.
• Maintain service quality, response-time standards, and a consistent brand voice in every interaction.

Employment details

• Full-time, on-site position in Lahore, Pakistan.
• Morning shift.
• Salary: PKR 35,000–40,000.
• Career level: Manager (Manager/Supervisor).

Job Specification

• Strong written and verbal communication skills in English and Urdu.
• Customer-focused approach with patience, empathy, and professional judgment.
• Ability to understand customer needs, troubleshoot routine issues, and explain information clearly.
• Comfort using chat, email, order-management systems, spreadsheets, and basic customer records.
• Accurate data entry and careful documentation of orders, complaints, and resolutions.
• Ability to manage multiple conversations, prioritize tasks, and follow up within agreed timelines.
• Good coordination skills for working with delivery, sales, and operations teams.
• Interest in skincare, wellness, and consumer products is an advantage.