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 an exceptional customer experience across multiple communication channels. The ideal candidate will efficiently manage customer interactions, resolve inquiries, coordinate with internal teams, and ensure a seamless shopping journey for both online and retail customers.

This role is ideal for professionals who enjoy problem-solving, have strong communication skills, and thrive in a fast-paced retail or e-commerce environment.

Key Responsibilities

• Provide prompt and professional customer support through website, phone, WhatsApp, email, live chat, Instagram, and Facebook while maintaining a consistent brand voice.
• Deliver a seamless customer experience for both online and in-store shoppers.
• Manage order tracking, shipment updates, returns, exchanges, and after-sales support.
• Handle cross-channel customer requests such as online purchases returned in-store or retail purchases exchanged online.
• Conduct Cash on Delivery (COD) verification calls to confirm customer orders and help reduce Return-to-Origin (RTO).
• Coordinate with retail stores for click-and-collect orders, inventory verification, and exchange requests.
• Assist customers with product-related inquiries, including sizing, fabric details, care instructions, and product availability for TLC home textiles and loomé apparel.
• Record every customer interaction accurately in the CRM or helpdesk system.
• Escalate logistics, delivery, and stock-related concerns to the fulfillment team and monitor them until resolution.
• Meet defined service-level agreements (SLAs) while maintaining high customer satisfaction standards.

Required Qualifications

• Bachelor's or Master's degree in Business, Marketing, Communications, or a related discipline.
• Minimum 3 years of relevant customer support experience.
• Excellent verbal and written communication skills in both Urdu and English.
• Hands-on experience with Shopify order management, including order tracking, modifications, and returns.
• Familiarity with WhatsApp Business, social media messaging platforms, and helpdesk/ticketing systems.
• Strong interpersonal skills with the ability to handle customer concerns professionally and empathetically.
• Excellent organizational and multitasking abilities.

Preferred Skills

Candidates with the following experience will have an added advantage:

• Experience working in an omnichannel retail or e-commerce environment.
• Proven experience conducting COD confirmation calls and reducing Return-to-Origin (RTO).
• Familiarity with Odoo, Trade Unleash, or similar Order Management Systems (OMS).
• Knowledge of home textiles, fashion, or apparel products.

Why Join Nishat Chunian Limited?

• Permanent career opportunity with a leading Pakistani organization.
• Collaborative and professional working environment.
• Opportunity to build expertise in omnichannel customer experience.
• Exposure to modern retail, e-commerce, and customer relationship management systems.
• Career growth and continuous learning opportunities.

🔎 Source: Official Careers Portal
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