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.