Sr Customer Service Representative

Compass Training and Consultancy Pvt. Ltd.

Lahore , Pakistan

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Posted 14 hours ago Report Job

We are seeking a dedicated and experienced Customer Support and Sales professional to join our team in an in-person role based in Lahore. The ideal candidate will have a strong background in international e-commerce environments, demonstrating excellent communication skills and a customer-centric approach. This role involves managing high volumes of inbound and outbound communications, handling complex order management tasks, and collaborating closely with various internal departments to ensure exceptional service delivery and customer satisfaction.

Key Responsibilities

Omnichannel Communication: Efficiently manage inbound inquiries through Live Chat, VOIP/Phone, and Email channels, focusing on achieving first contact resolution and driving sales conversions.

E-commerce Operations: Navigate order management systems with expertise to address logistics, returns, product advice, and payment-related queries.

Proactive Engagement: Conduct strategic outbound calls aimed at resolving cases and following up on sales opportunities to enhance customer retention and lifetime value.

Cross-Functional Collaboration: Work closely with Sales, Logistics, and Technical Support teams to streamline processes and resolve escalated issues promptly.

CRM Management: Maintain accurate and detailed records of all customer interactions within the CRM system, ensuring data integrity and supporting reliable reporting.

Brand Ambassadorship: Uphold a professional, empathetic, and customer-focused demeanor at all times, effectively managing and de-escalating conflicts.

Required Qualifications

Experience: A minimum of three years’ proven experience in Customer Support and Sales within an international e-commerce setting.

Language Proficiency: Native or C2-level English proficiency is mandatory, with exceptional verbal articulation (preferably a neutral accent for international markets) and flawless written grammar.

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

Education: Bachelor’s degree is required.

Preferred Qualifications and Benefits

Candidate Profile: Candidates should possess a global mindset, having served customers in North American, European, or Australian markets, and understand the expectations of international service standards. Being tech-savvy is essential, with the ability to manage multiple software tools simultaneously and adapt quickly to new systems. Strong problem-solving skills, attention to detail, and the ability to work independently are highly valued. Resilience under pressure and the capacity to turn challenging interactions into loyalty-building opportunities are also important traits.

Experience: While the minimum requirement is three years, candidates with up to six years of customer service experience are preferred.

Work Location and Schedule: This is an in-person position based in Lahore, with working hours from 2 PM to 11 PM at the Ferozepur Road office.

Compensation: The role offers a competitive salary of up to Rs170,000 per month.

Applicants will be asked to provide information regarding their spoken English proficiency, current location, availability for the specified working hours and location, experience with customer service projects in various countries (e.g., USA, UK), and previous involvement with e-commerce customer service, including company names.

This position offers an excellent opportunity for professionals seeking to leverage their international e-commerce customer support expertise in a dynamic and collaborative environment.