Customer Support Specialist

About the role

The Customer Support Specialist will join Idealancy.pk’s fast‑growing e‑commerce team in Karachi, providing assistance to shoppers through phone, email, chat and social media. The role focuses on delivering accurate information, resolving issues and ensuring a positive customer experience.

Key responsibilities

• Handle inbound customer inquiries regarding orders, products, deliveries, returns, payments and website navigation.
• Document interactions, update customer records in support systems and coordinate with warehouse, operations and sales teams to resolve escalated concerns.
• Monitor customer feedback, track response times and suggest improvements to service processes.

Required profile

• Strong customer support and satisfaction skills with a focus on timely, helpful assistance.
• Excellent interpersonal abilities, clear communication and active listening.
• Previous experience in customer service, e‑commerce or retail preferred.
• Proficiency in English and Urdu, both written and verbal.
• Minimum high school diploma; further education in business or communications is a plus.

Required skills

• Basic technical support for website, account and order‑related issues.
• Comfort using online tools and support software.

What we offer

• Salary range PKR 40,000–50,000.
• Full‑time, onsite position with working hours 10 AM–7 PM.