Customer Support & Upsell Manager (E-commerce)

We are seeking an experienced Customer Support & Upsell Manager for our e-commerce store. The ideal candidate will handle customer queries, manage orders, and actively drive upsells, cross-sells, and customer retention through effective communication and relationship-building. This is a full-time, on-site position based in North Karachi.

Job Details

• Working Hours: 10:00 AM – 7:00 PM
• Job Type: Full Time
• Location: North Karachi

Key Responsibilities

• Handle customer inquiries via calls, WhatsApp, social media, and email
• Manage order confirmations, cancellations, and follow-ups
• Perform upselling and cross-selling during customer interactions
• Retain customers through repeat purchase strategies
• Resolve complaints professionally to ensure customer satisfaction
• Maintain accurate customer and order records
• Coordinate with warehouse and dispatch teams for smooth order processing
• Follow company SOPs and meet daily/weekly sales targets
• Collect customer feedback and suggest improvements

Required Skills & Qualifications

• Proven experience in e-commerce customer handling
• Strong expertise in upselling, cross-selling, and customer retention
• Excellent communication skills (Urdu & basic English)
• Experience with WhatsApp Business, CRM tools, or order management systems
• Ability to handle pressure and meet sales targets
• Strong problem-solving and negotiation skills
• Punctual, responsible, and customer-focused attitude

Preferred (Bonus) Skills

• Experience working with Shopify, Daraz, WooCommerce, or custom e-commerce platforms
• Familiarity with COD order confirmation processes
• Knowledge of sales funnels and customer lifecycle

Job Types: Full-time, Contract
Contract length: 6 months

Pay: Rs30,000.00 - Rs50,000.00 per month

Experience:

• Customer Service Representative: 1 year (Required)
• Upselling: 1 year (Required)
• Whatsapp : 1 year (Preferred)

Work Location: In person