Online Orders & Customer Support Executive

About the role

SAMEER SAIN, a leading men’s fashion retailer in Pakistan, is expanding its e‑commerce team. The Online Orders & Customer Support Executive will be the main point of contact for shoppers, ensuring smooth order processing, timely communication, and effective post‑sale support.

Key responsibilities

• Process online orders from confirmation to dispatch, verifying product details, size, price and delivery information.
• 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 using professional, brand‑aligned communication.
• Handle returns, exchanges and refund requests in line with company policy, documenting issues and escalating complex cases.
• Maintain accurate order and customer records in the CRM/e‑commerce system and generate daily status reports.

Required profile

• 1‑3 years of experience in online order handling or customer support for e‑commerce or retail brands.
• Strong written and verbal communication skills in English and Urdu.
• Excellent attention to detail and organizational abilities.
• Ability to stay calm and empathetic under high‑volume interactions.

Required skills

• Familiarity with CRM or order‑management systems.
• Proficiency in MS Office and basic computer applications.

What we offer

• Communication allowance
• Gratuity
• Incentive Bonus