M.Talha Khan, Lahore, Pakistan - Office Based
Address: NASTP, Cantt.
Handle outbound calls and live chat support for international customers in the e-commerce domain.
Assist customers with order placement, payment queries, shipping information, returns, and refunds.
Resolve customer complaints in a professional and empathetic manner while adhering to company policies.
Meet and exceed daily/weekly KPIs including call/chat handling time, customer satisfaction (CSAT), and first-contact resolution (FCR).
Collaborate with cross-functional teams (operations, logistics, product, etc.) to resolve escalated issues.
Maintain up-to-date knowledge of product catalog, promotions, and company policies.
Contribute to process improvements by providing customer feedback to the management team.