CUSTOMER SUPPORT HEAD - AUSTRALIA MARKET

• Job Title: Customer Support Head (Australian Client Support)
• Location & Job Type : Karachi (Full time & On-site)
• Salary: PKR 150,000 – 200,000 per month.
• Timings: 4:00 AM to 1:00 PM (You must be flexible in case of any future changes).
• Working Days: Monday to Saturday (Half-day on Saturday)

About the Role:

Kuz Tech (SMC-PVT) LTD. is seeking a dynamic and experienced “Head of Customer Support” to lead and manage our customer support operations for Australian clients.

This hiring is for our sister company – Phonebot, a refurbished tech company based in Melbourne, Australia, with strong market presence in Dubai & Australia. We specialize in mobile phones and gadgets, and serve customers around the globe.

Key Responsibilities:

• Lead the Customer Service department with a focus on operational excellence and customer satisfaction
• Manage escalated communication with third parties (e.g., PayPal, banks, service providers, courts)
• Oversee daily customer service operations, including:

– Chat support (Facebook, WhatsApp, website chat)
– Phone calls
– Email communication
– Managing FB Marketplace IDs
– Coordination via Microsoft Team.

• Handle escalated customer cases, returns, and order amendments.
• Coordinate between developers, payment systems, the CS team, and finance for dispute resolution.
• Monitor and manage reviews across Google, Product Review, IO Review, and Trustpilot.
• Extract, analyze, and report on missing/unsuccessful and refunded orders
• Generate and evaluate campaign data for review and reporting
• Oversee the “iPhones into Cash” project, including order flow, shipping, and team coordination.
• Evaluate new tools and technologies, and prepare presentations for senior management
• Manage ad hoc support, including:

– Coordinating with talent agencies and exhibition partners (e.g., Gitex, Mobile Disrupt)
– Providing executive-level intervention for high-priority issues
– Ensuring global order alignment and issue resolution

Requirements:

• Experience: Minimum 5–6 years in customer service, with at least 3 to 4 years in a team lead or supervisory role.
• Strong understanding of e-commerce operations (returns, reviews, customer escalations).
• Excellent communication and conflict resolution skills.
• Proficient in tools like Microsoft Teams, CRM platforms, Google Sheets/Excel.
• Strong analytical skills and attention to detail.

Perks and Benefits:

• Competitive salary package
• 30 Annual paid leaves
• Annual bonus or Performance-based bonuses
• Health insurance with spouse and children
• Overtime on Pakistan's gazette holidays.
• Opportunity to work with a fast-growing international e-commerce company
• Exposure to global events and industry practices

"Send us your CV at hiring@kuz.com.au

Don’t forget to mention the position “Customer Support Head” in the subject line."

Job Type: Full-time

Job Type: Full-time

Pay: Rs150,000.00 - Rs200,000.00 per month

Application Question(s):

• How many years of experience do you have in a CS Head/ Team Lead/ Manager, or Supervisor role?
• Do you have experience with the Australian market clients? If not, please specify the country you’ve worked with.
• Do you have experience in the e-commerce industry? How many years of experience ?
• Are you located in Karachi?
• Are you available for on-site and full-time job? (Timing: 4 am to 1 pm). Monday to Saturday (Half-day on Saturday)
• What is your current salary?
• What is your expected salary?
• How soon you can join us? (no of days)

Work Location: In person