Customer Service Representative

About the role

eToys Pk is hiring a Customer Service Representative in Lahore. The role combines customer support and sales: handling calls and WhatsApp messages, answering product questions, converting inquiries into orders, resolving complaints and objections, and leading a small team of two sales/support members. Excellent written and verbal Urdu is required, with good English preferred.

Key responsibilities

• Answer incoming customer calls and WhatsApp inquiries professionally and promptly.
• Provide detailed product information, including pictures, videos, pricing and specifications.
• Understand customer needs and recommend suitable products to maximise sales.
• Convert inquiries into confirmed orders by following up and closing sales.
• Collect and confirm order details such as name, contact, product choice, quantity and delivery instructions.
• Explain payment options, including advance payments and cash on delivery.
• Coordinate with order processing and dispatch teams and share order status and tracking updates with customers.
• Manage and resolve objections, complaints and price negotiations constructively.
• Meet or exceed daily and monthly sales targets.
• Lead and support a team of two sales/support members with guidance, training and motivation; monitor team performance and customer feedback.
• Use CRM tools and keep accurate customer records and sales documentation.

Required profile

• Excellent written and verbal communication skills in Urdu; good English is preferred.
• Ability to handle a high volume of customer interactions efficiently.
• Team leadership ability for a small team of two people.