E-Commerce Customer Support Specialist

About the role

Nizam Watch House is seeking a dedicated E‑Commerce Customer Support Specialist to provide high‑quality assistance to online shoppers. You will handle inquiries across multiple digital channels, process orders, and ensure a smooth, satisfying shopping experience for our luxury watch customers.

Key responsibilities

• Respond professionally to customer messages on WhatsApp, Instagram, Facebook, and live website chat.
• Guide customers through the product catalog, answering questions about specifications, pricing, and warranties.
• Process orders using the Shopify e‑commerce dashboard and coordinate dispatch with courier partners such as Leopards and TCS.
• Handle returns, refunds, complaints, and exchanges while maintaining brand trust.
• Oversee daily order packing, ensuring zero defects for fragile luxury items.
• Maintain accurate inventory counts and match incoming stock with online availability.
• Coordinate with delivery partners to optimise shipping costs and reduce turnaround times.
• Perform minor administrative tasks to keep the workspace organised.

Required profile

• 1–2 years of experience in e‑commerce customer support or retail sales.
• Fluent communication skills in English and Urdu.
• Ability to stay calm and professional during peak sales periods.
• Strong independent work ethic in a fast‑paced environment.

Required skills

• Shopify backend and order management.
• WhatsApp, Instagram, Facebook, and live website chat platforms.
• Courier portal usage (Leopards, TCS, etc.).
• Basic inventory tracking.