Customer Sales Representative

iSystems Ltd; Lahore; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

Systems Limited is seeking a Customer Sales Representative to assist retailers through multi-channel interactions about products, campaigns, and surveys. You will deliver strong service across voice, chat, and email, while driving sales efficiency and order accuracy.

Role requires 1+ year of contact center experience, excellent communication, and ability to adapt to digital tools. Collaboration with Sales and Trade Marketing teams is a key part of the day-to-day.

Qualifications

• At least 1 year 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.
• Experience in Salesforce, SAP, CRM and PureCloud preferred.
• Ability to manage script-led interaction.
• Excellent communication skills to build relationships and provide guidance.

Responsibilities

• Deliver a strong and consistent customer service experience across voice, chats and emails.
• Execute outbound campaigns with ownership and end-to-end closure.
• Monitor and validate web orders to ensure sales, distribution and inventory parameters meet cut-off times.
• Achieve KPI measures as published in the Engagement Center scorecard.
• Serve as escalation point for customer problems and liaise with other teams for timely resolutions.
• Understand queries to determine the best approach to solve or redirect.
• Ensure compliance with legal guidelines to protect data.
• Prioritize daily work in line with SLA.
• Log issues via Admin and IT and gather feedback for improvements.
• Identify process improvements to enhance issue resolution and customer experience.
• Communicate with key stakeholders to optimize processes and reporting.
• Collaborate with National Field Sales to support Trade Marketing and Area Managers.
• Maintain contact with Field and Channel teams to address issues and opportunities.
• Build multi-level commercial relationships to drive growth and retention.

Skills

Advanced English

Multitasking

Active Listening

Empathy

Conflict Resolution

Adaptability

Communication Skills

Tools

Salesforce

SAP

CRM

PureCloud

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.
• 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.