E-commerce Support Specialist

Talentibex; Karachi Division; On-site; PKR 446,000 - 725,000; Full time

Benefits offered by this job

Medical Insurance

Provident Fund

Annual Leaves

Referral Bonus

Company Pick & Drop

Job summary

Talentibex seeks a dedicated Customer Support representative to be the first point of contact for customers. You will handle a high volume of inquiries via chat and email, troubleshoot issues, and provide clear, courteous solutions.

The role requires patient communication, strong English, and proficiency with MS Excel and CRM tools. This is a permanent, on-site position across our Karachi, Lahore and Islamabad offices with competitive benefits.

Qualifications

• Minimum Intermediate or above
• Proficiency in verbal communication skills in English is essential
• Advanced proficiency in MS Excel
• 6 months of proven experience in a customer-facing role is required

Responsibilities

• Professionally manage a high volume of inbound chat and emails from customers regarding their complaints, requests, order status, follow-ups, and general inquiries
• Deliver an exceptional customer experience on every chat and email, maintaining a professional, empathetic, and courteous demeanor while adhering to high-quality service standards
• Accurately identify customer needs, troubleshoot issues, and provide clear and correct solutions. Ensure that all resolutions are provided in strict accordance with company policies and procedures
• Navigate multiple software applications (CRM, order management systems, knowledge base) simultaneously
• Strive to meet and exceed individual and team performance metrics, including NPS, CSAT, and call handling time (AHT)

Skills

Verbal English

Empathy

Multitasking

Education

Intermediate or above

Tools

CRM

Order management

Knowledge base

MS Excel

Job description

In this role, you will be the first point of contact for customers, handling a variety of inquiries and issues. The ideal candidate is a patient and professional communicator, an effective multitasker, and is passionate about providing world-class customer support.

Job Description

• Professionally manage a high volume of inbound chat and emails from customers regarding their complaints, requests, order status, follow-ups, and general inquiries
• Deliver an exceptional customer experience on every chat and email, maintaining a professional, empathetic, and courteous demeanor while adhering to high-quality service standards
• Accurately identify customer needs, troubleshoot issues, and provide clear and correct solutions. Ensure that all resolutions are provided in strict accordance with company policies and procedures
• Navigate multiple software applications (CRM, order management systems, knowledge base) simultaneously
• Strive to meet and exceed individual and team performance metrics, including NPS, Customer Satisfaction (CSAT), and call handling time (AHT)

Job Specifications

• Minimum Intermediate or above
• Proficiency in verbal communication skills in English is essential
• Advanced proficiency in MS Excel
• 6 months of proven experience in a customer-facing role is required

Medical
Insurance

Permanent
Employment Status

Provident
Fund

Annual
Leaves

Referral
Bonus

Company
Pick & Drop

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