Online Orders & Customer Support Executive

Job Description: Company Overview:

SAMEER SAIN is a Karachi-based men’s fashion store selling luxury menswear across Pakistan and internationally. We are expanding our customer service team to improve online order processing, post-sale support, and the overall customer experience for our growing e-commerce channels.

Role Summary:

The Online Orders & Customer Support Executive will be the primary point of contact for shoppers, responsible for ensuring orders are processed accurately, queries are resolved promptly, and customers receive clear updates on shipping and returns.

Key Responsibilities:

• Process online orders from confirmation through dispatch, verifying product, size, pricing, and delivery details.
• Coordinate with warehouse and logistics partners to schedule pickups, track shipments, and update delivery status.
• Respond to customer inquiries via phone, chat, and messaging platforms with professional, brand-aligned communication.
• Manage returns, exchanges, and refund requests following company policy; document issues and escalate complex cases to management.
• Maintain accurate order and customer records in the CRM/e-commerce system and produce daily reports on order status.

Job Specification:

• Proven experience handling online orders and customer support for e-commerce or retail brands (1-3 years preferred).
• Strong written and verbal communication in English and Urdu; polite, clear language across channels.
• Familiarity with order management or CRM systems; accurate data entry and record keeping.
• Problem-solving skills for triaging order issues, refunds, and exchanges.
• Organizational skills and attention to detail for verifying sizes, SKUs, prices, and delivery information.
• Basic computer skills: MS Office, email, messaging apps; ability to learn proprietary platforms.
• Ability to coordinate with warehouse, logistics, and product teams to resolve fulfillment issues.
• Customer empathy, patience, and ability to remain calm under high volume interactions.

Job Rewards and Benefits: Communication,Gratuity,Incentive Bonus