Hiring: Email Support Specialist
Company: Confidential (E-commerce B2B Solutions Provider)
Location: Gulberg, Lahore, Punjab, Pakistan / On-Site
Employment Type: Full-Time
Seniority Level: Mid-Level (Fresh graduates strongly discouraged)
Estimated Salary: PKR 80,000 – PKR 90,000 per month
Industry: Internet Marketplace / E-Commerce / Consumer Services
Company Overview
Our client is a high-growth B2B enterprise operating at the intersection of retail operations and scalable e-commerce infrastructure. Based in the commercial hub of Gulberg, Lahore, the organization handles customer experience management, technical processing, and full-funnel order logistics for domestic and international vendor networks.
Committed to operational transparency, strict accountability, and data-driven performance metrics, the company provides a highly structured environment built for seasoned communication professionals.
By leveraging deep operational standard operating procedures (SOPs) and modern digital service platforms, the firm helps merchant networks scale their customer satisfaction (CSAT) indexes and maintain absolute brand fidelity globally.
Key Responsibilities
Omnichannel Communications: Respond to incoming B2B customer inquiries across email and live chat portals with total professionalism, accuracy, and clear empathy.
End-to-End Resolution Ownership: Take full executive ownership of high-priority customer concerns, tracing cases from initial inbound contact down to final backend verification.
Logistical Dispute Resolution: Investigate and resolve intricate issues regarding order fulfillment, complex billing discrepancies, shipping disruptions, multi-currency refunds, and account credentials.
SOP Governance & Compliance: Apply established standard operating procedures strictly while simultaneously making balanced business judgments to protect operational margins.
Metric Acceleration: Meet or exceed aggressive daily key performance indicators (KPIs) related to customer response velocity, conversational quality metrics, and customer satisfaction (CSAT) scores.
System Logging & Escalation: Document client interactions precisely within the internal ticket tracking database and route systemic software vulnerabilities to tier-3 technical divisions when needed.
Experience & Qualifications
Professional Support Pedigree: Proven, multi-year background in professional customer support roles, with an absolute requirement for direct experience within an e-commerce infrastructure layout.
Linguistic Execution: Outstanding written and verbal English communication skills, specifically tailored for business-to-business corporate alignment and technical troubleshooting.
Case Autonomy: Demonstrated ability to manage independent case investigations, evaluate operational data points, and resolve escalations with minimal management oversight.
Target-Driven Aptitude: Comfortable navigating within highly competitive, target-driven environments centered on measurable productivity logs and performance QA reviews.
Technical Skills Required
Core operational familiarity navigating the Shopify platform, merchant tracking interfaces, and associated application dashboards.
Advanced proficiency utilizing digital ticketing helpdesks and specialized live-chat management tools (such as Zendesk, Gorgias, Freshdesk, or Intercom).
Practical understanding of order fulfillment lifecycles, international payment gateways, and freight tracking tracking systems.
Skill in executing structural communication layouts and data entry using cloud spreadsheet applications.
Apply Now
If you are a serious customer experience professional with the required e-commerce background and a proven history of managing complex cases independently, please forward your qualifications. Send your updated CV directly to our human resources desk via email at [email protected] or forward your credentials via WhatsApp to +92 300 7449588 to enter our formal evaluation and paid training track.
Apply Now