Online Orders & Customer Support Executive

SAMEER SAIN; Karachi Division; On-site; PKR 446,400 - 669,600; Full time

Benefits offered by this job

Communication allowance

Gratuity

Incentive bonus

Job summary

SAMEER SAIN, a luxury menswear store in Karachi, seeks an Online Orders & Customer Support Executive to enhance customer service and manage online orders. You will handle inquiries, coordinate with logistics, and maintain records to ensure a smooth shopping experience.

The ideal candidate has experience in e-commerce support, strong communication skills in English and Urdu, and is customer-focused. Join us for a rewarding role with benefits including communication allowances and incentive bonuses.

Qualifications

• Proven experience handling online orders and customer support for e-commerce or retail brands.
• Strong written and verbal communication in English and Urdu.
• Familiarity with order management or CRM systems.

Responsibilities

• Process online orders from confirmation through dispatch.
• Respond to customer inquiries via phone, chat, and messaging platforms.
• Maintain accurate order and customer records in the CRM/e-commerce system.

Skills

Handling online orders

Customer support experience

Strong communication skills

Problem-solving skills

Basic computer skills

Job description

Company Overview

SAMEER SAIN is an established Karachi-based men’s fashion store selling luxury menswear across Pakistan and internationally. We are expanding our customer service team to improve online order processing, post‑sale support, and the overall customer experience for our growing e-commerce channels.

Role Summary

The Online Orders & Customer Support Executive will be the primary point of contact for shoppers, responsible for ensuring orders are processed accurately, queries are resolved promptly, and customers receive clear updates on shipping and returns.

Key Responsibilities

• Process online orders from confirmation through dispatch, verifying product, size, pricing, and delivery details.
• Coordinate with warehouse and logistics partners to schedule pickups, track shipments, and update delivery status.
• Respond to customer inquiries via phone, chat, and messaging platforms with professional, brand‑aligned communication.
• Manage returns, exchanges, and refund requests following company policy; document issues and escalates complex cases to management.
• Maintain accurate order and customer records in the CRM/e-commerce system and produce daily reports on order status and customer feedback.
• Work with product and quality teams to report recurring product issues, stock discrepancies, and fulfillment problems.
• Contribute to improving customer‑facing FAQs, order flows, and standard reply templates to reduce resolution times.

Location

Onsite in Karachi. The role requires close collaboration with store and warehouse teams. We welcome candidates who are customer‑focused, reliable, and comfortable working in a fast‑paced retail e-commerce environment.

Job Specification

• Proven experience handling online orders and customer support for e‑commerce or retail brands.
• Strong written and verbal communication in English and Urdu; ability to use polite, clear language across channels.
• Familiarity with order management or CRM systems and the ability to accurately enter and update order/customer data.
• Good problem‑solving skills: triaging order issues, refunds, and exchange cases efficiently.
• Organizational skills and attention to detail for verifying sizes, SKUs, prices, and delivery information.
• Basic computer skills: MS Office, email, and messaging apps; quick learner for proprietary platforms.
• Ability to work well with warehouse, logistics, and product teams to resolve fulfillment issues.
• Customer empathy, patience, and the capacity to remain calm under high volume or difficult interactions.

Job Rewards and Benefits

Communication, Gratuity, Incentive Bonus