E-commerce Customer Service Manager (Chat Support) – Night Shift

We are a well-established UK-based eBay e-commerce company with over 11 years of trading experience, operating multiple successful eBay stores. Our Lahore office supports the UK operations by handling listings, order processing, and customer service. We are currently looking for an experienced eBay Customer Service Manager to lead our chat-based buyer support team. This full-time, permanent position is based on-site at our Global Heights office in Johar Town, Lahore, and requires working the night shift from 6:00 PM to 3:00 AM. The role involves managing buyer messages, returns, refunds, and cases on eBay while supervising the customer service team to uphold Top Rated account standards.

Key Responsibilities
- Respond promptly and professionally to eBay buyer messages via chat and written communication, ensuring adherence to response-time targets.
- Handle returns, refunds, cancellations, "Item Not As Described" cases, and disputes through the eBay Resolution Center.
- Monitor account health by managing feedback, defect rates, and case resolution metrics to maintain high performance standards.
- Supervise, train, and support the customer service team to deliver excellent customer satisfaction and meet team goals.
- Collaborate closely with order processing and listing teams to resolve buyer issues efficiently and effectively.
- Escalate complex or unresolved cases to senior management with clear, detailed summaries.
- Maintain accurate records of cases, refunds, and buyer communications for reporting and analysis purposes.

Required Qualifications
- Excellent written English skills, essential for this chat-based support role with no phone communication.
- Strong computer literacy, including proficient typing skills and general IT knowledge.
- Responsible, punctual, and customer-focused with a problem-solving attitude and keen attention to detail.
- Proven ability to lead and supervise a small team effectively.
- Reliable transportation and ability to commute to the Johar Town office for the night shift (6:00 PM to 3:00 AM).
- Minimum of one year of customer service experience.

Preferred Qualifications and Benefits
- Previous experience in eBay or e-commerce customer service is highly desirable.
- Familiarity with eBay policies related to returns, cases, and feedback management is advantageous.
- Competitive monthly salary of Rs40,000, commensurate with experience.
- Opportunity to work on-site within a supportive, well-organized team environment.
- Long-term career growth prospects within a reputable UK eBay business.

This role offers a unique opportunity to join a stable and growing e-commerce company with a strong presence in the UK market. Candidates who meet the qualifications and are interested in contributing to a dynamic team are encouraged to apply by submitting their CV for consideration.