Customer Support Representative – US & UK Market

About the role

We are looking for a Customer Support Representative to handle inbound inquiries from US and UK customers for a leading international e‑commerce client. Based in Lahore, you will provide assistance on orders, deliveries, returns, refunds and account matters, ensuring a high‑quality customer experience.

Key responsibilities

• Handle high‑volume inbound calls, chats and emails from US & UK customers.
• Assist with order tracking, delivery updates, returns, refunds and account‑related queries.
• Provide accurate information on products, pricing, shipping and policies.
• Achieve first‑call resolution through effective problem‑solving.
• Log interactions and manage cases using CRM tools.
• Meet performance targets such as CSAT, NPS, AHT and quality scores.
• Escalate complex issues while maintaining customer satisfaction.
• Stay updated on process changes and system updates.

Required profile

• Excellent English communication skills with a neutral American/British accent.
• Minimum Matric/O Levels (Bachelor’s degree preferred).
• Strong problem‑solving and interpersonal abilities.
• Ability to multitask across multiple platforms.
• Must be 18+ with a valid CNIC.
• Fresh candidates and those with call‑center or e‑commerce support experience are welcome.

Required skills

• Microsoft Office
• Google Workspace
• CRM systems