E-commerce Customer Support Specialist (International)

About the role

Vortigon is seeking an experienced E‑commerce Customer Support Specialist to handle international inquiries from its online shoppers. The role is based in Sialkot and focuses on delivering prompt, professional assistance through email, live chat, phone calls and support tickets.

Key responsibilities

• Respond quickly and courteously to customer emails, chats, calls and tickets in English.
• Provide product information, sizing guidance, order placement help and general queries.
• Manage order confirmations, modifications, cancellations, exchanges, returns and complaints according to company policy.
• Supply accurate order status, shipping details and tracking information.
• Document all interactions, follow up on pending issues and escalate complex cases to senior support or management.
• Collaborate with internal teams to resolve order‑related problems and improve overall customer satisfaction.

Required profile

• Minimum two years of experience in customer service, preferably in an e‑commerce environment.
• Excellent written and spoken English with strong communication skills.
• High attention to detail, patience under pressure and ability to manage multiple tasks.
• Demonstrated ownership and accountability in resolving customer concerns.

Required skills

• Proficiency with standard office software and the ability to learn new CRM or ticketing systems quickly.