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 MM Alam Road, Lahore. The role is full-time and onsite, Monday to Saturday from 10am to 6pm. The representative is the first point of contact for clients, handles all communication, converts inquiries into sales, meets daily and monthly targets and ensures a premium experience 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 follow-ups and personalized recommendations, and meet daily and monthly sales targets; track and report your own sales daily.
• Suggest matching dupattas, add-ons, customization and complementary pieces to increase order value.
• 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, fittings and follow-ups with the design and atelier teams.
• Handle concerns about sizing, delivery and quality with calm, solution-focused service.
• Send a daily report of orders (new, confirmed, pending payment, in progress, dispatched/delivered) and a daily list of potential clients (name, contact, interest, budget, follow-up status, next action) every evening via WhatsApp or email.

Required profile

• 5+ years of experience in sales or customer support in the same field, such as 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.
• Well-groomed, professional demeanor suited to a luxury brand.

Required skills

• Strong interpersonal skills, patience, problem-solving and persuasion.
• Comfortable with WhatsApp Business, Instagram, MS Excel / Google Sheets and POS systems.