Customer Service Representative (RVR – Returns & Reattempts) – Male

Customer Service Representative (RVR – Returns & Reattempts) – Male

Location:

RTW CREATION,Plot No. C-144, Sector-6F, Korangi Town, Karachi

Job Title:

Customer Service Representative (RVR – Returns & Reattempts)

Department:

Customer Service / Logistics Operations

Reports To:

Team Lead / Operations Manager

Job Summary

The Customer Service Representative (RVR – Returns & Reattempts) is responsible for handling returned shipments and coordinating reattempt deliveries. The role focuses on reducing return ratios, improving delivery success, and ensuring a smooth customer experience through effective communication with customers, riders, and warehouse teams.

Key Responsibilities

• Manage cases related to returns, failed deliveries, and reattempts (RVR)
• Contact customers to confirm availability, address, and delivery preferences
• Schedule and coordinate reattempt deliveries with riders/logistics teams
• Update order status and remarks in CRM/system accurately
• Identify reasons for returns (e.g., customer not available, wrong address)
• Resolve customer complaints professionally
• Follow up on pending cases until successful delivery or closure
• Maintain daily reports of RVR performance
• Work closely with warehouse and last-mile teams
• Meet KPIs such as:
• Reattempt success rate
• Call handling time
• Case resolution time

Required Skills & Qualifications

• Intermediate / Bachelor’s degree preferred
• 0–2 years experience in customer service / call center / logistics
• Strong communication skills (Urdu + basic English)
• Good problem-solving and negotiation skills
• Basic computer knowledge (CRM, Excel)
• Ability to work under pressure and meet targets

Preferred Qualifications

• Experience in e-commerce or courier/logistics companies
• Knowledge of last-mile delivery & COD process
• Experience handling returns or complaint management

PKR 35,000 – 45,000 per month (depending on experience and qualifications)

Pay: Rs35,000.00 - Rs45,000.00 per month

Work Location: In person