Sr Customer Service Representative

Compass Training and Consultancy Pvt. Ltd.

Lahore , Pakistan

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Posted 7 hours ago 12 views Report Job

PKR. 170,000 - 170,000/Month

We are looking for a skilled Customer Support and Sales professional to join our international e-commerce team based in Lahore. The successful candidate will be responsible for managing a high volume of customer inquiries across multiple channels, ensuring timely first-contact resolution while driving sales conversions. This role demands strong knowledge of e-commerce operations, proactive customer engagement, and effective collaboration with internal teams. The working hours for this position are from 2 PM to 11 PM at our Ferozpur Road office.

Key Responsibilities

Omnichannel Communication: Manage inbound customer inquiries through Live Chat, VOIP/Phone, and Email, focusing on resolving issues during the first interaction and identifying opportunities to convert these engagements into sales.

E-commerce Operations: Efficiently use order management systems to handle complex logistics, returns, product guidance, and payment-related questions.

Proactive Engagement: Initiate strategic outbound calls for case resolution and sales follow-ups to improve customer retention and maximize lifetime value.

Cross-Functional Collaboration: Partner closely with Sales, Logistics, and Technical Support teams to optimize processes and address escalated customer concerns effectively.

CRM Management: Accurately document all customer interactions within the CRM system, maintaining data integrity and generating precise reports.

Brand Ambassadorship: Represent the company professionally with a customer-centric mindset, managing conflicts empathetically and employing de-escalation techniques when necessary.

Required Qualifications

- At least 3 years of proven experience in Customer Support and Sales within an international e-commerce environment.

- Native or C2-level proficiency in English, with exceptional verbal communication skills (a neutral accent is preferred for international markets) and flawless written grammar.

- Hands-on experience with e-commerce platforms such as Shopify, Magento, or Salesforce, along with ticketing systems like Zendesk or Intercom.

- Bachelor’s Degree is mandatory.

Preferred Qualifications and Benefits

- Experience serving customers in North American, European, or Australian markets, with a solid understanding of international service standards.

- Ability to efficiently use multiple software tools simultaneously and quickly adapt to new systems.

- Detail-oriented and proactive problem solver who can work independently without constant supervision.

- Ability to remain composed under pressure and view challenging customer interactions as opportunities to build loyalty.

- Preferred candidates will have up to 6 years of experience in customer service roles.

- This is an in-person role located in Lahore.

- Competitive monthly salary of up to Rs170,000.

Candidates should be prepared to discuss their spoken English proficiency, willingness to work the specified hours and location, experience with customer service projects in countries such as the USA and UK, and prior involvement in e-commerce customer service, including company names where applicable.