Ecommerce Customer Support Manager Lahore

Description

Planet Junior is seeking a dedicated Ecommerce Customer Support Manager to join their dynamic team in Lahore. The ideal candidate will handle customer queries, comments, and complaints across social media platforms, WhatsApp, and phone calls, ensuring high-quality service and customer satisfaction. This role requires strong communication abilities and a customer-focused attitude. Although the candidate has not managed a team previously, this position offers growth opportunities to lead and develop a customer support team within a fast-growing e-commerce environment. In this position, the Ecommerce Customer Support Manager is responsible for maintaining a positive brand image by delivering timely and professional responses to customer inquiries and resolving complaints efficiently. The role involves managing multiple communication channels, processing manual orders, and contributing to the overall customer experience. This full-time position offers a competitive salary range, incentive schemes, and opportunities for career advancement based on performance.

Responsibilities

• Respond promptly and professionally to customer inquiries through social media, WhatsApp, and phone calls.
• Handle customer complaints and provide effective and timely resolutions to maintain satisfaction.
• Manage communication across all customer touchpoints, ensuring consistent and clear messaging.
• Process manual customer orders accurately to support business operations.
• Maintain a positive brand image by delivering high quality and courteous customer service.
• Monitor customer feedback and escalate critical issues to appropriate departments when necessary.
• Collaborate with the e-commerce team to improve customer support processes and service delivery.
• Maintain detailed records of customer interactions and transactions for reporting and analysis.
• Stay updated on the company’s products, services, and policies to provide accurate information.
• Contribute to creating a customer support best practices guide to support team growth.
• Support the implementation of incentive models and participate in performance reviews.
• Demonstrate a customer-focused attitude with effective problem-solving skills in daily operations.
• Assist with training new customer support staff as the team expands.
• Ensure compliance with company policies and procedures in all customer interactions.

Experience

1 Year

Apply By

Oct 27, 2026

Required Skills

• Customer Relationship Management
• Conflict Resolution
• Communication Management
• Problem Solving
• Customer Service

Nice to Have Skills

• Social Media Management
• order processing
• Time management
• Documentation and Reporting