Team Lead CSR

Location: Gajjumata, Ferozepur Road, Lahore

Job Overview:
We are looking for a skilled and proactive Team Lead – CSR to oversee our customer service team and manage day-to-day e-commerce operations. The ideal candidate should have 4–5 years of retail experience along with strong knowledge of online sales channels, order management, and delivering high levels of customer satisfaction.

Key Responsibilities:

• Supervise and lead the CSR team to maintain high-quality customer service.
• Manage and monitor e-commerce platforms including Daraz, Shopify, website, and social media order channels.
• Oversee the complete order cycle, including order processing, dispatch, returns, and exchanges.
• Ensure quick and effective responses to customer inquiries, complaints, and feedback.
• Work closely with warehouse and logistics teams to ensure smooth and timely order fulfillment.
• Maintain proper records of orders, sales, returns, and customer interactions.
• Track team performance and prepare reports to ensure KPIs and service targets are met.
• Provide training and guidance to CSR team members to enhance customer service quality.

Requirements:

• 4–5 years of retail experience, preferably with exposure to e-commerce operations.
• Strong leadership and team management abilities.
• Excellent communication, coordination, and problem-solving skills.
• Familiarity with online marketplaces and order management systems.
• Good command of MS Office, especially Excel.
• Ability to work in a fast-paced environment and meet deadlines.

Job Type: Full-time

Work Location: In person