E-Commerce Sales & Support Specialist

We are seeking a confident and articulate female E-Commerce Query Handler to manage customer interactions for our e-commerce brand. This role involves addressing customer queries across social media platforms, phone calls, and other communication channels. The ideal candidate will ensure timely and professional responses, helping to enhance customer satisfaction and support sales growth.

Key Responsibilities:
- Manage customer queries on Facebook, Instagram, and other social media platforms.
- Respond promptly and professionally to comments on Facebook and Instagram.
- Handle customer inbox messages related to products, pricing, availability, orders, and delivery.
- Answer customer calls, providing clear and accurate information about the brand and its products.
- Guide customers through product details, order processes, payment methods, and delivery timelines.
- Escalate serious complaints, refund requests, or order-related issues to the appropriate team.
- Maintain a polite, helpful, and brand-consistent tone in all communications.
- Track frequently asked questions and report trends to the team for continuous improvement.
- Support the sales team by converting customer queries into potential orders.

Required Qualifications:
- Female candidate preferred.
- Strong communication skills in both Urdu and English.
- Confidence in handling customer calls professionally.
- Basic familiarity with Facebook, Instagram, and social media engagement.
- Previous customer service experience is advantageous.
- Polite, proactive, and quick to respond to customer inquiries.
- Basic computer literacy and typing skills.

Preferred Qualifications and Benefits:
- Experience specifically in e-commerce customer support is highly desirable.
- Ability to manage multiple chats, comments, and calls simultaneously.
- Good understanding of online shopping customer behavior and expectations.
- Professional tone with excellent follow-up and problem-solving skills.

This position requires the candidate to work on-site, ensuring direct interaction with the team and seamless communication flow. The E-Commerce Query Handler plays a crucial role in delivering exceptional customer service, facilitating smooth customer journeys, and driving higher conversion rates from queries to orders.