Customer Support Coordinator

Main Focus:

The Customer Support Officer will manage end-to-end customer communication and post-order coordination, ensuring smooth handling of inquiries, fulfilled orders, and courier/shipping coordination. The role is essential in delivering a seamless post-purchase experience and maintaining strong customer satisfaction.

Key Performance Indicators (KPIs):

• Average response time on WhatsApp / Instagram / Email
• Customer satisfaction score (reviews & feedback)
• Accuracy in handling fulfilled orders and dispatch updates
• Timely processing of shipper advices and courier coordination
• Resolution time for complaints, returns, and exchange requests
• Reduction in pending or unresolved customer tickets
• Repeat customer support engagement rate

Key Responsibilities:

• Manage daily customer inquiries across WhatsApp, Instagram, and email
• Provide real-time updates on order status including fulfilled orders, dispatched shipments, and delivery timelines
• Prepare and manage shipper advices (dispatch notes) and coordinate with courier partners
• Track shipments and proactively update customers on delays or delivery issues
• Handle complaints, returns, and exchange requests professionally and efficiently
• Ensure accurate communication of product details, policies, and order information
• Maintain customer interaction logs and order tracking records
• Coordinate with internal teams (warehouse, ecommerce, operations) for order fulfillment issues
• Escalate complex cases to management when required
• Maintain a consistent, polite, and brand-aligned communication tone

Education:

• Minimum Bachelor’s degree (any discipline)

Experience:

• 0–1 year experience in call center, customer support, or ecommerce support role

Salary:

• PKR 35,000 per month

Location:

• DHA, Karachi

Pay: Rs35,000.00 - Rs40,000.00 per month

Work Location: In person