Customer Support Representative - Bridal & Luxury Fashion

About the role

Sperton Pakistan is recruiting an experienced, sales-driven Customer Support Representative for one of its clients' bridal and luxury fashion business, based in Lahore. The role is full-time and onsite, Monday to Saturday from 10am to 6pm, and acts as the first point of contact for clients from inquiry to delivery and after-care.

Key responsibilities

• Answer inbound and outbound calls professionally, covering collections, pricing, appointments, orders and delivery status, and follow up on missed calls the same day.
• Reply to emails within 24 hours with a clear, courteous luxury-brand tone, sharing details on bridal, formal and pret collections, quotations, order confirmations and after-sales support.
• Monitor and reply to messages on Instagram, Facebook, WhatsApp and TikTok, turning inquiries into appointments or orders.
• Log all calls, emails and social queries, escalate bridal and custom orders to the design and atelier team, and ensure no query goes unanswered.
• Convert inquiries into confirmed orders through timely follow-ups and personalized recommendations, and suggest matching dupattas, add-ons and customization to increase order value.
• Achieve daily and monthly sales targets, track your own sales, report progress and close pending leads.
• Build long-term relationships with bridal and repeat clients to drive referrals and repeat sales.
• Take bridal, formal and pret orders, confirm measurements, timelines, pricing and payment terms, and coordinate appointments, trials and fittings with the design and atelier teams.
• Handle concerns about sizing, delivery and quality with calm, solution-focused service, and maintain deep knowledge of fabrics, embroidery, collections, lead times and pricing.
• Send an evening daily report of orders and potential clients via WhatsApp or email, flagging hot leads and urgent orders separately.

Required profile

• 5+ years of experience in sales or customer support in the same field: luxury fashion, bridal couture, designer wear or high-end retail.
• Proven track record of meeting sales targets and handling high-value bridal clients.
• Excellent Urdu and English, written and spoken.
• Strong interpersonal skills, patience, problem-solving and persuasion, and the ability to handle high-value clients.
• Well-groomed, professional demeanor aligned with a luxury brand.

Required skills

• WhatsApp Business, Instagram, MS Excel / Google Sheets and POS systems.