Opportunity Information
1
Business/ Retailer/ Shop/ Merchant
Mid Career
Regular/ Full Time
On Site
Lahore
The Role
Stylo is hiring a Customer Service Specialist for its Insignia Head Office in Lahore. The role supervises a team of 4 Customer Service Representatives and oversees complaint, refund and service quality management.
•Lead and supervise a team of 4 Customer Service Representatives •Monitor daily performance metrics including response time, call handling and complaint resolution •Review call center software reports and ensure KPI compliance •Support agents during peak hours and attend calls when required •Oversee all refund-related emails and voucher processing •Manage customer complaints across IME, TA, Shopify and other platforms •Coordinate with Finance, E-commerce, Audit and Retail on claims and reconciliations •Handle order cancellations due to stock unavailability •Escalate legal-sensitive matters to the reporting manager •Track trends in customer complaints and recommend process improvements •Ensure adherence to quality assurance standards •Prepare daily and weekly performance reports •Monitor paid orders, out-of-stock cases and order cancellations •Ensure accurate documentation of refunds, claims and escalations
Applicants General Eligibility & Requirements
3- 5 years
Education, Experience and Skills Requirements
- Bachelor 16 Years: Business Administration
3-5 years of experience in customer service, with supervisory exposure
Team Supervision, KPI Tracking and Reporting, Complaint Handling, Documentation, Cross-functional Coordination
About the Employer
Stylo