Senior Customer Service Agent

Compass TnC; Lahore; On-site; PKR 1,800,000 - 3,000,000; Full time

Job summary

Compass TnC is seeking a seasoned Customer Service Specialist to be the voice of our brand for a global clientele. You will drive sales and provide premium support across international markets, leveraging omnichannel channels and ecommerce platforms.

The role requires 5+ years in customer support and sales in international ecommerce, native English, and a Bachelor’s degree. You will collaborate with Sales, Logistics, and Tech Support to ensure seamless order fulfillment and high customer loyalty.

Qualifications

• Minimum bachelor's degree required.
• 5+ years in customer support and sales in international e-commerce.
• Native or near-native English with strong written grammar.

Responsibilities

• Manage high-volume inbound inquiries via Live Chat, VOIP/Phone, and Email with a focus on first contact resolution and sales conversion.
• Navigate order management systems to handle logistics, returns, product advisory, and payment queries.
• Execute outbound calls for case resolution and sales follow-ups to maximize retention.
• Collaborate with Sales, Logistics, and Technical Support to streamline operations.
• Maintain meticulous CRM records and accurate reporting.
• Uphold a polished, customer-centric attitude and de-escalate conflicts professionally.

Skills

Omnichannel communication

E-commerce operations

Sales-driven support

CRM management

Cross-functional collaboration

Customer retention & loyalty

Education

Bachelor’s Degree

Tools

Shopify

Magento

Salesforce

Zendesk

Intercom

Job description

We are seeking a seasoned Customer Service Specialist for one of our clients organization to serve as the voice of our brand for a global clientele. In this role, you will not merely answer questions; you will drive sales and provide premium support across international markets.

This position is designed for a career-driven professional with a strong background in E-commerce who thrives in a fast-paced, omnichannel environment. You will manage complex inquiries, facilitate sales, and ensure seamless order fulfillment while maintaining impeccable service standards.

Key Responsibilities

• Omnichannel Communication: Manage high-volume inbound inquiries via Live Chat, VOIP/Phone, and Email with a focus on "First Contact Resolution" and sales conversion.
• E-commerce Operations: Expertly navigate order management systems to handle complex logistics, returns, product advisory, and payment queries.
• Proactive Engagement: Execute strategic outbound calls for case resolution and sales follow-ups to maximize customer retention and lifetime value.
• Cross-Functional Collaboration: Liaise effectively with internal Sales, Logistics, and Technical Support departments to streamline operations and solve escalated issues.
• CRM Management: Maintain meticulous records of all client interactions within the CRM, ensuring data integrity and accurate reporting.
• Brand Ambassadorship: Maintain a polished, customer-centric attitude at all times, de-escalating conflicts with professionalism and empathy.

Mandatory Requirements (Please Read Carefully)

• Experience: Minimum of 5 years of proven experience in Customer Support and Sales within an International E-commerce environment.
• Language Proficiency: Native or C2-level proficiency in English is non-negotiable. You must possess exceptional verbal articulation (neutral accent preferred for international markets) and flawless written grammar.
• Industry Knowledge: Demonstrated experience with E-commerce platforms (e.g., Shopify, Magento, Salesforce) and ticketing systems (e.g., Zendesk, Intercom).
• Education: Bachelor’s Degree required.

Candidate Profile

• Global Mindset: You have prior experience serving customers in North American, European, or Australian markets and understand international service expectations.
• Tech-Savvy: You are comfortable juggling multiple software tools simultaneously and learning new systems rapidly.
• Problem Solver: You are detail-oriented and proactive, capable of working independently to resolve issues without constant supervision.
• Resilient: You maintain composure under pressure and treat challenging interactions as opportunities to build loyalty.