E-commerce Sales & Support Representative

Description:

In this role, you will be the bridge between customer support and sales. You will not just be answering questions—you will be driving revenue. You will handle inbound customer inquiries (via calls, live chat, and email), recover abandoned carts, upsell/cross-sell to existing buyers, resolve support issues, and guide high-value shoppers to complete their purchases and secure long-term contracts/subscriptions.

Key Responsibilities

Inbound Sales & Support: Handle inbound calls, live chats, and emails from US/UK customers, answering product questions and converting inquiries into sales.

Cart Abandonment Recovery: Proactively reach out to shoppers who left items in their carts, address their hesitations, and close the sale.

Upselling & Cross-Selling: Maximize Average Order Value (AOV) by recommending complementary products, upgrades, or subscription packages.

Issue Resolution & Retention: Turn negative customer experiences (shipping delays, product issues) into positive outcomes to retain customers and secure repeat business.

Order & CRM Management: Efficiently process orders, manage customer accounts, and update interaction history in our e-commerce CRM/Helpdesk tools (e.g., Shopify, Zendesk, Gorgias).

Requirements & Qualifications

Experience: 1 to 3 years of experience in e-commerce customer support, inbound sales, or international BPO (US/UK campaign experience is highly preferred).

Language Skills: Exceptional, fluent English (written and verbal) with a clear, neutral, or near-native accent.

Sales Mindset: A natural ability to spot sales opportunities during a support chat or call. You know how to nudge a customer to buy without being pushy.

Tech Savvy: Familiarity with e-commerce platforms (Shopify, WooCommerce), helpdesk software (Zendesk, Gorgias, LiveChat), and CRM systems.

Flexibility: Ability to work night/evening shifts on-site at our Lahore office to align with our prime US and UK shopping hours.