Job Description

💼 Job Type: Permanent
🎓 Education: Bachelor's or Master's degree in Business, Marketing, Communications, or a related field
💼 Experience: Minimum 3 years of relevant experience

Nishat Chunian Limited is seeking a proactive and customer-focused Customer Support Executive to deliver exceptional customer service across multiple communication channels. The ideal candidate will ensure a seamless omnichannel customer experience while efficiently managing inquiries, order support, and issue resolution for both online and retail customers.

Key Responsibilities

Respond to customer inquiries via website, phone, WhatsApp, email, live chat, Instagram, and Facebook with a consistent brand voice.
Deliver a unified customer experience for both online and in-store purchases.
Assist customers with order tracking, delivery updates, returns, exchanges, and order modifications.
Handle omnichannel support cases, including online purchases returned in-store and retail purchases exchanged online.
Conduct Cash on Delivery (COD) confirmation calls to verify orders and help reduce Return-to-Origin (RTO).
Coordinate with retail teams for click-and-collect orders, stock verification, and in-store exchanges.
Provide accurate product information, including sizing, fabric details, care instructions, and availability for home textile and apparel products.
Record all customer interactions in CRM or helpdesk systems to maintain accurate customer records.
Escalate delivery, inventory, or fulfillment issues to relevant teams and ensure timely resolution.
Meet response time SLAs while maintaining a high level of customer satisfaction.

Eligibility Criteria

Bachelor's or Master's degree in Business, Marketing, Communications, or a related discipline.
Minimum 3 years of relevant customer support experience, preferably in e-commerce, retail, or omnichannel customer service.
Excellent communication skills in both Urdu and English (spoken and written).
Experience using Shopify for order management, including tracking, returns, and order updates.
Familiarity with WhatsApp Business, social media messaging platforms, and customer support ticketing systems.
Strong problem-solving, multitasking, and customer relationship management skills.
Ability to remain calm, patient, and professional while handling customer concerns.

Preferred Skills

Experience working in an omnichannel retail environment.
Previous exposure to COD verification processes and reducing RTO rates.
Knowledge of Odoo, Trade Unleash, or similar Order Management Systems (OMS).
Product knowledge of fashion, apparel, home textiles, or related retail categories.

Why Join Nishat Chunian Limited?

Permanent career opportunity with a leading organization.
Dynamic and collaborative work environment.
Exposure to modern omnichannel retail operations.
Professional growth and career development opportunities.

📢 Important Notice

🔎 Source: Official Careers Portal
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