Team Lead CSR

Location: Gajjumata, Ferozepur Road, Lahore

Job Overview:
We are seeking a proactive and experienced Team Lead – CSR to oversee customer service operations and manage day-to-day e-commerce activities. The ideal candidate will have 4–5 years of retail experience, along with a strong understanding of online sales channels, order management processes, and delivering exceptional customer satisfaction.

Key Responsibilities:

• Lead and supervise the CSR team to ensure high standards of customer service
• Manage and monitor e-commerce platforms including Daraz, Shopify, website, and social media order channels
• Oversee the complete order lifecycle, including processing, dispatch, returns, and exchanges
• Ensure prompt and effective handling of customer inquiries, complaints, and feedback
• Coordinate with warehouse and logistics teams to ensure timely and accurate order fulfillment
• Maintain accurate records of orders, sales, returns, and customer interactions
• Track team performance and prepare reports to ensure KPIs and service targets are achieved
• Provide training, coaching, and guidance to CSR team members to improve service quality

Requirements:

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

Job Type: Full-time

Work Location: In person