Senior Customer Support Representative

Position: Senior Customer Support Representative Location: Lahore, Pakistan, On-site About UsAt Farrukh Zia Pvt Ltd, we’re redefining fashion retail through creativity, quality, and customer-centric innovation. As we continue to grow, we’re looking for a passionate Senior Customer Support Representative to join our team and help us deliver exceptional service experiences across all channels.Key ResponsibilitiesHandle customer queries through chat, email, phone, and social media with professionalism and empathy.Manage and resolve complaints efficiently while maintaining a positive brand image.Coordinate with logistics, warehouse, and design teams to ensure smooth order processing and issue resolution.Track and report common customer issues to improve overall service quality.Maintain SLAs and contribute to process improvement initiatives.RequirementsMinimum 2–3 years of experience in customer support, preferably in e-commerce or fashion retail.Strong communication and problem-solving skills.Proficient in English & Urdu (written and verbal).Familiar with CRM tools, social media communication, and order management systems.Empathetic, detail-oriented, and able to work under pressure with grace.What We OfferCompetitive salaryFriendly, growth-oriented work cultureOpportunities to learn, grow, and lead in a fast-paced brand environment