Customer Service Representative (Textile/E‑commerce)

About the role

We are seeking a proactive Customer Service Representative to join our textile and fashion e‑commerce brand. The role focuses on delivering exceptional support across multiple channels, ensuring smooth order fulfillment and fostering customer loyalty.

Key responsibilities

• Coordinate with courier and logistics partners for timely deliveries, returns, and exchanges.
• Handle customer inquiries via phone, WhatsApp, Facebook, Instagram, and other messaging platforms.
• Manage inbound queries related to order tracking, returns, and exchanges.
• Monitor and respond to customer threads, direct messages, and chats promptly.
• Maintain daily sales and inventory spreadsheets.
• Confirm and edit orders from marketing campaigns, ensuring accuracy.
• Work closely with the warehouse team to manage stock for order fulfillment.
• Prepare and share daily customer service and sales reports with senior management.
• Support the e‑commerce team by enhancing customer engagement and brand loyalty.

Required profile

• 1–3 years of customer service experience in the textile, fashion brand, or e‑commerce sector.
• Excellent verbal and written communication skills in English and Urdu.
• Strong attention to detail, patience, and ability to multitask.
• Team‑player attitude with a customer‑focused mindset.

Required skills

• Proficiency in MS Excel.
• Proficiency in Google Sheets.
• Experience using WhatsApp Web for business communication.
• Familiarity with Facebook Business Tools.
• Familiarity with Instagram Business Tools.

What we offer

• Competitive salary based on experience.
• Full‑time, on‑site position in Kot Lakhpat, Lahore.
• Opportunity to grow within a reputable textile brand.