Customer Support Representative

Sperton Global AS; Lahore; On-site; PKR 3,200,000 - 4,800,000; Full time

Job summary

Sperton Pakistan seeks an experienced Customer Support Representative to be the first contact for bridal and luxury clients. You will handle inquiries, convert them into sales, and ensure a premium experience from inquiry to delivery and after-care.

With 5+ years in luxury sales, you will manage calls, emails, and social media, while meeting daily targets and maintaining strong client relationships. A luxury brand presence and polished demeanor are essential.

Qualifications

• 5+ years in sales / customer support in luxury fashion or high-end retail.
• Proven track record of meeting sales targets with bridal/premium clients.
• Excellent Urdu and English communication, both written and spoken.

Responsibilities

• Answer inbound/outbound calls, emails, and social queries promptly with a luxury tone.
• Convert inquiries into appointments and orders; upsell matching items.
• Coordinate orders, fittings, and follow-ups with design/atelier teams.
• Maintain daily order and lead reporting via WhatsApp/Email.

Skills

Client communication

Sales target achievement

Luxury clienteling

Relationship building

Tools

WhatsApp Business

Instagram

MS Excel

Google Sheets

POS systems

Job description

• Location: MM Alam Road, Lahore

• Job Type: Full-time onsite

• Job timings: Monday to Saturday (10am to 6pm)

About the Role:

We are looking for an experienced, sales-driven \"Customer Support Representative\" for one of our client'sto be the first point of contact for their bridal and luxury clients. An ideal candidate will handle all client communication, convert inquiries into sales, achieve daily and monthly targets, and ensure a premium luxury experience from inquiry to delivery and after-care.

What You’ll Do?

1. Client Communication:

- Answering Calls: Attend inbound/outbound calls professionally. Handle inquiries on collections, pricing, appointments, orders and delivery status. Follow up on missed calls the same day.

- Answering Emails: Respond to emails within 24 hours with clear, courteous, luxury-brand tone. Share details on bridal/formal/pret, quotations, order confirmations and after-sales support.

- Answering Queries on Social Media: Monitor and reply to DMs and comments on Instagram, Facebook, WhatsApp and TikTok. Answer questions on designs, sizes, availability, customization and store visits, and convert inquiries into appointments / orders.

- Coordination: Log all calls, emails and social queries, elevate bridal/custom orders to design/atelier team, and ensure no query is left unanswered.

2. Sales & Targets:

- Maximize Sales: Actively convert inquiries into confirmed orders through timely follow-ups, personalized recommendations, and luxury clienteling.

- Daily & Monthly Targets: Achieve daily and monthly sales targets set by management. Track your own sales daily, report progress, and proactively close pending leads.

- Upselling: Suggest matching dupattas, add-ons, customization and complementary pieces from bridal, formal and luxury pret collections to increase order value.

- Client Retention: Build long-term relationships with bridal and repeat clients to drive referrals and repeat sales.

3. Order Management & Bridal Support

- Take bridal / formal / pret orders, confirm measurements, timelines, pricing and payment terms.

- Coordinate appointments, trials, fittings and follow-ups with design and atelier teams.

- Handle concerns about sizing, delivery, quality with calm, solution-focused service.

- Maintain deep knowledge of fabrics, embroidery techniques, collections, lead times and pricing.

4. Daily Reporting

- Daily Report of Orders: Share a daily update of all new orders, confirmed orders, pending payments, in-progress orders, and dispatched / delivered orders — with client name, design, amount, and expected delivery date.

- Daily Report of Potential Clients: Share a daily list of all new inquiries / leads from calls, emails, WhatsApp and social media — with client name, contact, interest (bridal / formal / pret), budget, follow-up status, and next action.

- Send report every evening via WhatsApp / Email in a clear sheet format.

- Flag hot leads and urgent orders separately so no potential client or order is missed.

Who You're?

- Experience: 5+ years in sales / customer support in the same field — luxury fashion, bridal couture, designer wear, or high-end retail

- Proven Track Record: Must have a history of meeting sales targets and handling high-value bridal clients

- Communication: Excellent Urdu and English — written and spoken

- Skills: Strong interpersonal skills, patience, problem-solving, persuasion, and ability to handle high-value clients

- Tech: Comfortable with WhatsApp Business, Instagram, MS Excel / Google Sheets, and POS systems

- Presence: Well-groomed, professional demeanor aligned with a luxury brand.

About Sperton

Sperton Pakistan is part of Sperton Global, a recruitment and consulting company with an international reach. We are committed to helping our clients achieve success in their hiring processes, finding the right people for the right positions.