Sales Support Specialist

Located in Lahore, this opportunity is ideal for individuals with strong communication skills who are eager to work in a dynamic BPO environment. The role involves handling both inbound and outbound calls, engaging with customers primarily based in the U.S., and qualifying leads by asking structured questions. Candidates will assess customer eligibility, manage data using CRM and other software systems, and ensure a seamless transition of qualified leads to senior specialists. This position offers a chance to develop sales skills and achieve competitive earnings while working evening and night shifts aligned with U.S. hours.

Key Responsibilities

- Manage a high volume of inbound and outbound calls professionally, interacting with prospects who have shown interest in services.
- Use structured qualifying questions to collect essential financial information, such as unsecured debt and employment status.
- Follow a standardized script to evaluate eligibility and determine if prospects meet minimum criteria.
- Transfer qualified leads in real-time or schedule appointments with senior Enrollment Specialists for further processing.
- Deliver exceptional customer service with empathy, patience, and professionalism, ensuring a positive experience for U.S.-based customers.
- Communicate clearly and respectfully, demonstrating cultural awareness and proper etiquette during all interactions.
- Utilize multiple software applications simultaneously, including CRM, order management systems (OMS), and knowledge base systems (KBS), while actively listening and speaking with customers.
- Strive to meet and exceed individual and team performance metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Call Resolution (FCR), and Average Handling Time (AHT).
- Collect customer feedback and share insights with supervisors to enhance service quality and address recurring issues.
- Stay updated on the latest CRM system features, process changes, and future updates to maintain efficiency and accuracy.

Required Qualifications

- Excellent verbal communication skills in English are essential.
- Candidates must have a clear American accent to effectively assist U.S. customers.
- Minimum education requirement is Matriculation (O Levels equivalent); a Bachelor’s degree or diploma is advantageous.
- Candidates must be 18 years or older and able to present valid identification during the interview process.
- Basic proficiency in common office tools such as Microsoft Office or Google Workspace, including Excel and document formatting.
- Experience with CRM systems is considered a plus.
- Availability to work fixed night shifts corresponding to U.S. hours, with weekends off.
- Fresh graduates and students seeking entry-level roles in Lahore are encouraged to apply.

Preferred Qualifications and Benefits

This role offers permanent employment status along with several benefits including medical insurance, provident fund contributions, annual leave with leave encashment options, and internal job opportunities for career growth. Additional perks include a referral bonus and company-provided pick and drop services, making it a comprehensive package for candidates looking to build a career in customer service and sales support within a reputable BPO setting.