Customer Support Representative

SPERTON - Where Great People Meet; Lahore; On-site; PKR 670,000 - 1,339,000; Full time

Job summary

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

Responsibilities include handling calls, emails, and social messages with a luxury tone, upselling, and maintaining detailed daily reports while coordinating with design and atelier teams. Fluent Urdu and English are essential.

Qualifications

• 5+ years in sales / customer support in luxury fashion or bridal couture.
• Proven track record of meeting sales targets with high-value bridal clients.
• Excellent Urdu and English communication, written and spoken.
• Strong interpersonal, patience, problem-solving, persuasion.
• Comfortable with WhatsApp Business, Instagram, MS Excel/Google Sheets, and POS systems.
• Well-groomed, professional demeanor aligned with a luxury brand.

Responsibilities

• Answer calls and emails with a luxury-brand tone, converting inquiries into orders.
• Log and track all client communications, escalate to design/atelier teams as needed.
• Actively upsell dupattas and accessories to increase order value.
• Prepare daily and monthly sales reports on orders, inquiries, and deliveries.
• Maintain premium client relationships to drive referrals and repeat sales.
• Coordinate appointments, fittings, and delivery timelines with teams.

Skills

Sales experience

Customer support

Luxury fashion

Bridal couture

High-value clients

Urdu & English communication

Tools

WhatsApp Business

Instagram

MS Excel / Google Sheets

POS systems

Job description

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?

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.
• 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.
• 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.

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.