Customer Service Specialist

is a leading beauty e-commerce platform, and One Skin is our own skincare brand. Together, we are committed to delivering exceptional customer experiences while building trust, quality, and innovation into every interaction.

We are looking for a
Customer Service Specialist
who will act as the first point of contact for our customers, ensuring their queries, complaints, and returns are handled efficiently and professionally. This role requires strong communication skills, problem-solving abilities, and the capability to manage operations across multiple teams.

Key Responsibilities

Customer Interaction & Complaint Handling:

• Serve as the first point of contact for customer complaints via phone, email, chat, and social media (Facebook, Instagram, WhatsApp).
• Gather necessary details to effectively understand and document complaints.
• Collaborate with Finance & Warehouse Teams to process replacements for damaged cases.
• Investigate missing/wrong item complaints with the warehouse team and ensure prompt resolution.
• Facilitate customer return requests, arrange reverse pickups, and coordinate refunds with Finance to ensure smooth processing.
• Maintain accurate and up-to-date complaint data using Google Sheets.
• Develop and implement a dynamic complaint-tracking system with real-time dashboards (status: registered, open, resolved, trends).

Email & Ticket Management:

• Manage customer email inquiries related to product information, deliveries, and complaints.
• Provide professional and timely responses.
• Use a ticketing system to track and prioritize inquiries, ensuring efficient resolution.

Supporting Customer Engagement:

• Manage inbound and outbound communication across channels.
• Conduct outbound calls for product reviews, testimonials, and abandoned cart follow-ups.
• Upsell and cross-sell relevant products to enhance customer experience.
• Gather feedback and share insights with relevant teams to improve services.
• Maintain accurate records of interactions and call outcomes.

Operational Support: Returns, Orders & Claims:

• Coordinate with delivery partners to ensure timely order dispatch and resolve delivery delays.
• Handle customer returns, ensuring compliance with SOPs and company return policies.
• Prepare monthly reports analyzing return data to identify improvement opportunities.
• Collaborate with Warehouse & Finance Teams to confirm return orders, verify parcel conditions, and process claims.

Claims Handling:

• Investigate and analyze claim validity and root causes.
• Document claim cases in Google Sheets and maintain proper records.
• Highlight appropriate action for each claim (via WhatsApp or Email).
• Track resolution timelines and analyze claim trends to recommend preventive measures.

Reporting & Analysis:

• Compile and generate reports on:
• Customer Service Department performance
• Courier performance
• Claims processing
• Analyze shipper advice data and complaint trends to identify gaps and recommend improvements.

Communication & Collaboration

• Act as a bridge between internal teams (Warehouse, Finance, Couriers) to resolve customer-related issues.
• Ensure comprehensive documentation of interactions for record-keeping and analysis.
• Maintain a high level of organization and prioritize tasks to meet deadlines.

Qualifications & Skills

• Bachelor's degree in Business Administration, Marketing, or related field.
• 1–2 years of experience in customer service (preferably in e-commerce, logistics, or FMCG).
• Strong communication skills (verbal & written).
• Proficient in MS Office, Google Sheets, and ticketing systems.
• Problem-solving mindset with the ability to manage multiple priorities.
• Knowledge of e-commerce operations and logistics handling is a plus.

What We Offer

Opportunity to work with one of Pakistan's leading e-commerce & skincare brands.

Collaborative and growth-oriented work environment.

Competitive salary and performance-based incentives.

Career development and learning opportunities.