Customer Sales Representative

iSystems Ltd; Lahore; On-site; PKR 670,000 - 1,004,000; Full time

Job summary

Systems Limited is seeking a Customer Sales Representative to support our retailers through multi-channel interactions, focusing on Products, Campaigns, and Survey activities. The role emphasizes delivering consistent customer service, managing outbound campaigns, and ensuring accurate order processes within set cut-off times.

You will also monitor KPIs, resolve issues with cross-functional teams, and adapt to digital tools to enhance customer experience across voice, email, and chat channels.

Qualifications

• At least 1 year of contact center experience.
• Inbound and outbound consumer service experience.
• Experience in FMCG Sales preferred.
• Excellent communication skills.

Responsibilities

• Deliver strong customer service across voice, chat, and email channels.
• Execute outbound campaigns with end-to-end ownership.
• Monitor and validate web orders ensuring KPI targets.
• Escalate and liaise with other teams to resolve issues promptly.
• Log issues and gather feedback for improvements.
• Build relationships with field and channel teams to drive growth.

Job description

Systems Limited is looking We are looking for talented individuals to shape and contribute to the success of our Engagement Centre. As a Customer Sales Representative your responsibility includes assisting our retailers through multi-channel interactions pertaining to Products/Campaigns/Survey activities

Responsibilities

• Deliver a strong and consistent customer service experience and business performance across all channels (voice, chats, and emails) through the utilisation of best customer service skill practice.
• Execute diverse outbound campaigns with a proactive ownership approach, ensuring complete end-to-end closure.
• Responsible for the monitoring, modification, and validation of web orders to ensure optimal sales, distribution & inventory parameters are adhered to within cut-off times.
• Ensure all KPI measures outlined in the scorecard or other metrics that the Engagement Center publishes are achieved.
• Act as an escalation point for customer problems and take responsibility for liaising with other work groups to ensure solution development and resolution in a timely manner.
• Understanding of customer enquiries to determine the most effective approach to solving or redirecting customer queries as required.
• Ensure compliance with legal guidelines to maintain and protect confidential data effectively.
• Daily prioritisation of work in line with service level agreement.
• Follow the process for logging issues via Admin and IT, gather feedback for improvements/enhancements.
• Identify and implement process improvements to enhance customer issue resolution, reinforcing reputation as "easy to do business with".
• Foster effective communication with the key business stakeholders to optimize processes and ensure timely reporting.
• Be a partner with the National Field Sales team and work collaboratively to support the Trade Marketing Representatives and Area Managers in line with channel teams and cycle instructions.
• Maintain communication with the Field and Channel teams to address customer issues and identify business opportunities.
• Leverage rapport building, business relationships and conflict resolution to enhance the customer experience.
• Take ownership of personal development, including reviewing own progress against deadlines and targets, and the timely and accurate completion of Perform (end of year review documents).
• Actively participates in a high-performance team and contributes to the achievement of team targets.
• Share knowledge/experience with peers.
• Builds multi-level commercial relationships that drive growth and customer retention across the

Requirements

• At least 1 years of contact center experience.
• Inbound and Outbound consumer service experience.
• Experience in FMCG Sales is preferred.
• Customer Service Oriented.
• Ability to adjust to digital advancement.
• Issue Resolution.
• Experience in Salesforce, SAP, CRM and PureCloud preferred.
• Ability to manage Script-Led interaction.
• Excellent Communication Skills to build relationship and provide guidance.

Technical / Functional / Leadership Skills Required

• Advanced English Level & neutral accent with the ability to communicate clearly and effectively.
• Intermediate Excel Skill.
• Multitasking: Ability to handle multiple consumer inquiries simultaneously through various channels (phone, email, chat.)
• Technical Troubleshooting: Basic understanding of the products or services to assist consumers with technical issues.
• Active Listening: Fully concentrating, understanding, and responding to consumer needs.
• Conflict Resolution: Managing and resolving consumer complaints in a calm and professional manner.
• Empathy: Understanding and sharing the feelings of consumers to provide personalized support.
• Adaptability: Ability to adjust to different consumer personalities and changing situations.
• Tertiary Marketing or Business qualification desirable.