Customer Care Representative

About the Role

We are hiring a Customer Care Representative to manage end-to-end customer interactions for our clothing brand. This role requires someone proactive, reliable, and solution-oriented — not just answering queries, but actively ensuring smooth deliveries, reducing parcel returns, and building customer trust.

Day-to-Day Responsibilities

• Customer Communication: Respond promptly to customer inquiries across chat, phone, and email.
• Order Confirmations: Call or message customers to verify orders and reduce cancellations.
• Courier Tracking: Monitor courier updates, track shipments, and resolve delivery issues.
• Return Management: Identify reasons for returns, engage with customers to minimize them, and coordinate with warehouse/courier teams.
• After-Sales Support: Handle complaints, exchanges, and feedback with a customer-first approach.
• Operational Follow-Ups: Work closely with the warehouse and courier partners to ensure timely dispatches and accurate delivery.
• Reporting: Maintain records of inquiries, complaints, and returns to highlight trends and suggest improvements.
• Retention Focus: Convert negative experiences into positive ones by offering quick resolutions and personalized communication.

Requirements

• Bachelor’s degree (preferred) or equivalent experience.
• 1–3 years of experience in customer service, ecommerce, or retail operations.
• Strong communication skills in English & Urdu (written and spoken).
• Ability to multitask across calls, chats, and backend systems.
• Familiarity with courier tracking portals, CRM tools, or Shopify is a plus.
• Problem-solving attitude with the ability to handle pressure.
• Proactive in identifying issues and suggesting process improvements.

What We Offer

• Market-competitive salary & performance incentives.
• Growth opportunities in a fast-scaling fashion brand.
• Supportive environment focused on accountability and results.
• Exposure to end-to-end ecommerce operations.

Job Type: Full-time

Pay: Rs30,000.00 - Rs40,000.00 per month

Work Location: In person