Customer Support Assistant

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Company: Khushposh
Location: Lahore — in-office during probation, hybrid after
Job Type: Full-time
Working Hours: 44 hours/week — 5 full days + 1 half day, on a rotating shift schedule
Department: Customer Support (Post-Purchase)

Probation Period: 2 months
Salary During Probation: PKR 40,000 per month
Salary After Successful Probation: PKR 50,000 per month

To apply: email your CV + short answers to the questions below to hr@khushposh.co with the subject "Customer Support Assistant – Your Name".

About the Role

Khushposh is looking for a Customer Support Assistant to join our post-purchase customer support team.

This is a highly process-oriented, SOP-driven role. You will primarily assist customers over WhatsApp with order-related queries, exchanges, refunds, deliveries and other post-purchase concerns.

You do not need extensive customer support experience. We are looking for someone who is patient, responsible, organized, quick to learn and good at following processes accurately. Full training will be provided.

Working Arrangement

  • During probation (2 months): you will work from our Lahore office, so we're looking for candidates based in Lahore.
  • After probation: the role moves to a hybrid arrangement.
  • Hours: 44 hours per week — 5 full working days + 1 half day.
  • Shifts: shifts rotate. You must be available to work weekends and evening shifts (ending around 8:00 PM) when scheduled.

Key Responsibilities

  • Respond to post-purchase customer queries through WhatsApp.
  • Assist customers with:
    • Order and delivery queries
    • Exchanges and size changes
    • Refund requests
    • Re-dispatch requests
    • Order-related issues
    • Other routine post-purchase concerns
  • Follow established company SOPs and policies when handling customer cases.
  • Collect the required information from customers before processing requests.
  • Keep conversations and pending cases organized.
  • Follow up on cases where required.
  • Coordinate with the existing customer support team and other internal teams when necessary.
  • Escalate unusual or complicated cases rather than making decisions outside established procedures.
  • Maintain polite, clear and professional communication with customers.
  • Maintain the confidentiality of customer and company information.

Who We're Looking For

You may be a good fit if you:

  • Have strong written English and Urdu communication skills.
  • Are patient and comfortable dealing with customers.
  • Have strong attention to detail.
  • Are organized and able to manage multiple conversations and pending cases.
  • Can understand and consistently follow written SOPs and instructions.
  • Are available for weekend and evening shifts.
  • Are comfortable using WhatsApp and basic computer systems.
  • Are responsible with attendance, working hours and deadlines.
  • Know when to ask questions or escalate a case instead of making assumptions.
  • Have your own laptop/computer and a reliable internet connection (needed once you move to hybrid).

Previous customer support experience is preferred but not required. Fresh graduates and candidates at the beginning of their careers are encouraged to apply.

Training & Growth

Full training will be provided on:

  • Khushposh's customer support SOPs
  • Exchange and refund procedures
  • Delivery and order-related processes
  • Customer communication standards
  • Internal systems and escalation procedures

Initially, you will work closely with an experienced Customer Support Representative and handle simpler, routine cases. As you become comfortable with our systems and processes, you will gradually take ownership of a wider range of customer cases.

How to Apply

Email your CV to hr@khushposh.co
Subject: Customer Support Assistant – Your Name

Along with your CV, please briefly answer the following:

  1. What are you currently doing (working, studying, recently graduated, etc.)? If studying, please mention your university, degree/program and current semester/year.
  2. Which area of Lahore are you based in?
  3. What does your usual weekly schedule look like? Are there any days or timings when you would regularly be unavailable?
  4. Are you comfortable working full-time (44 hours/week), including weekends and evening shifts ending around 8:00 PM?
  5. Are you comfortable working from our Lahore office during the 2-month probation period?
  6. Do you have access to your own laptop/computer and a reliable internet connection?
  7. Do you have any previous work, internship, customer support, online business or similar experience? If yes, please briefly describe it.
  8. Why are you interested in this position?
  9. When would you be available to start?

Please keep your answers brief and clear.

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