Customer Service Associate

Location: Remote (Pakistan)

Job Type: Full-time

MSCo. is a Canadian premium fashion brand specializing in leather jackets, flannels, and denim, with production in Pakistan and customers across the USA, Canada, and worldwide.

We are expanding our customer service team in Pakistan to provide excellent live support for our growing customer base.

Role Overview

We are hiring 2* CustomerServiceAssociates* to manage daily live chat support on our e-commerce website and help customers with product and order inquiries. You will guide customers on product sizing, shipping, pricing, and returns, while ensuring every interaction builds trust and confidence in our brand.

You will be reporting directly to our Customer Service Lead and supporting our Canada HQ team.

Key Responsibilities

• Handle live chat, email, and WhatsApp customer inquiries.
• Assist customers with:
• Sizing & Fit → Guide customers to choose the correct size using brand size charts.
• Shipping Questions → Delivery timelines, courier details, and tracking updates.
• Pricing & Promotions → Answer questions about product prices, discounts, and offers.
• Returns & Exchanges → Provide return instructions and explain the process clearly.
• Use Shopify backend to check customer orders, payment status, and tracking details.
• Maintain and update FAQs / response templates for efficiency.
• Provide daily and weekly reports on customer inquiries and resolutions.

Requirements

• Bachelor's degree (Business, E-Commerce, Fashion, or related field preferred).
• Fluent in English (written & spoken) – must be comfortable handling international customers.
• Customer service experience (e-commerce or fashion preferred).
• Knowledge of Shopify, Zendesk, Gorgias, or other live chat tools (training provided if needed).
• Strong communication and problem-solving skills.
• Interest in fashion / apparel sizing is an advantage.
• Reliable internet and backup power (remote work requirement).

KPIs & Growth Path

• Response Time: < 2 minutes per chat.
• Customer Satisfaction (CSAT): > 90% positive feedback.
• Conversion Rate: Turn chats into confirmed sales.
• Career Path: Potential to grow into Senior Associate → Customer Service Manager.

Compensation & Benefits

• Competitive salary in Pakistan market (based on experience).
• Remote work flexibility.
• Training in Shopify, live chat tools, and fashion product knowledge.
• Career growth with a fast-scaling international brand.

Job Type: Full-time

Pay: Rs40, Rs60,000.00 per month

Application Question(s):

• 1. English Fluency
• This role requires daily written communication with international customers.

→ Please write a short sample reply (3–4 sentences) to this customer question:

"Hi, I want to order a leather jacket but I'm not sure if I should get Medium or Large. Can you guide me?"

• 1. E-Commerce / Customer Service Experience
• Do you have previous experience in customer service or live chat support? If yes, please describe your role and the type of company.
• 1. Shopify / E-Commerce Tools
• Have you used Shopify or any live chat tools (such as Zendesk, Gorgias, Tidio, or Shopify Inbox)?
• Yes – advanced experience
• Yes – basic experience
• No, but I can learn quickly
• 1. Fashion & Sizing Knowledge
• Do you have experience working in the fashion, apparel, or clothing industry?
• If yes, explain how you helped customers with sizing or fit.
• 1. Typing Speed & Accuracy
• This role requires fast typing for live chat.

→ Please indicate your typing speed (words per minute).

• 1. Availability
• Are you available to work full-time (Mon–Sat) in Canada EST time zone, with flexible hours to overlap with Canadian/US customers?
• Yes
• No
• 1. Internet & Power Backup
• Do you have reliable high-speed internet and backup power to ensure uninterrupted work?
• Yes
• No
• 1. Customer Handling Style
• A customer messages: "Your prices are too high compared to other brands. Why should I buy from you?"

→ Please write a short sample reply you would send in live chat.

Education:

• Middle School (Preferred)

Language:

• English (Preferred)

Work Location: Remote