Customer Service Representative

eToys Pk; Lahore; On-site; PKR 600,000 - 900,000; Full time

Job summary

eToys Pk in Lahore is seeking a team leader for customer support and sales roles. You will mentor a 2-person team, handle inquiries, showcase products with focus on satisfaction and revenue.

You will manage orders, explain payment options, track statuses, and maintain CRM records to drive daily and monthly targets while preserving quality service in a competitive e-commerce space.

Qualifications

• Proven customer service and sales experience.
• Ability to lead a small team and motivate others.
• Strong communication and rapport-building skills.

Responsibilities

• Answer incoming customer calls and WhatsApp inquiries professionally and promptly.
• Provide detailed information on products including pictures, videos, pricing, and specifications.
• Understand customer needs and recommend the most suitable products to maximize sales opportunities.
• Convert customer inquiries into confirmed orders by effectively following up and closing sales.
• Collect and confirm essential order information such as customer name, contact details, product choices, quantity, and delivery instructions.
• Explain payment options clearly, including advance payments, cash on delivery, and other procedures.
• Coordinate with the order processing and dispatch teams to ensure timely fulfillment of confirmed orders.
• Provide customers with updated order status and tracking information throughout the delivery process.
• Maintain professional, clear, and courteous communication to build customer trust and long-term relationships.
• Manage and resolve customer objections, complaints, and price negotiations in a confident and constructive manner.
• Meet or exceed daily and monthly sales targets through effective customer engagement and sales strategies.
• Lead and support a team of 2 sales/support members by providing guidance, training, and motivation to improve customer service and sales performance.
• Monitor and report on team performance and customer feedback to enhance service quality and workflow.
• Handle a high volume of customer interactions efficiently while maintaining attention to detail and professionalism.
• Employ CRM tools and maintain accurate customer records and sales documentation.

Skills

Customer service

Sales

Team leadership

CRM tools

Product knowledge

Tools

CRM software

Job description

Job Description

The role demands excellent written and verbal communication skills in Urdu, with a preference for good English proficiency.

You ensure customer satisfaction by addressing complaints and objections effectively while maintaining a positive and trustworthy rapport. Your responsibilities also include tracking order statuses, explaining payment methods, and achieving daily and monthly sales targets.

As a team leader, you motivate the small team to uphold high standards of customer support and sales excellence, ensuring EToys maintains its reputation for quality service in the competitive e-commerce space.

Job Specification

• Answer incoming customer calls and WhatsApp inquiries professionally and promptly.
• Provide detailed information on products including pictures, videos, pricing, and specifications.
• Understand customer needs and recommend the most suitable products to maximize sales opportunities.
• Convert customer inquiries into confirmed orders by effectively following up and closing sales.
• Collect and confirm essential order information such as customer name, contact details, product choices, quantity, and delivery instructions.
• Explain payment options clearly, including advance payments, cash on delivery, and other procedures.
• Coordinate with the order processing and dispatch teams to ensure timely fulfillment of confirmed orders.
• Provide customers with updated order status and tracking information throughout the delivery process.
• Maintain professional, clear, and courteous communication to build customer trust and long-term relationships.
• Manage and resolve customer objections, complaints, and price negotiations in a confident and constructive manner.
• Meet or exceed daily and monthly sales targets through effective customer engagement and sales strategies.
• Lead and support a team of 2 sales/support members by providing guidance, training, and motivation to improve customer service and sales performance.
• Monitor and report on team performance and customer feedback to enhance service quality and workflow.
• Handle a high volume of customer interactions efficiently while maintaining attention to detail and professionalism.
• Employ CRM tools and maintain accurate customer records and sales documentation.