E-Commerce Sales & Customer Experience Executive

KEY RESPONSIBILITIES

1. Online Sales & Order Management Handle customer inquiries and online orders through Shopify, Instagram, WhatsApp Business, Facebook and other channels. Respond to customer queries regarding products, pricing, availability, delivery and payments. Convert inquiries into sales through effective communication and follow-ups. Manage order confirmations, payment coordination and delivery updates. Maintain accurate customer and order records.
2. Custom Jewellery & Bridal Client Dealing Handle customized jewellery, made-to-order and bridal inquiries. Understand customer requirements, preferences, budgets and timelines. Coordinate customized orders with the production and design teams. Follow up on approvals, advance payments and order progress. Maintain professional communication with bridal and premium clients.
3. Customer Relationship Management Follow up with customers who have pending inquiries or have not completed purchases. Maintain a database of repeat, bridal and VIP customers. Encourage repeat purchases through personalized customer engagement. Handle customer complaints and resolve issues professionally.
4. Marketing & Content Coordination Work closely with the marketing and social media team. Suggest which jewellery articles and collections should be posted. Recommend ideas for Instagram posts, reels, stories and WhatsApp campaigns. Identify products customers are frequently asking about. Share customer feedback, buying trends and frequently asked questions with the marketing team. Suggest content ideas based on customer demand and sales opportunities. Provide feedback on campaign performance and customer response.
5. Reporting & Coordination Prepare daily and weekly inquiry and sales reports. Track pending customer inquiries and follow-ups. Monitor popular products and customer preferences. Coordinate with marketing, production and operations teams. Identify opportunities to improve online sales and customer experience.

REQUIRED QUALIFICATIONS

1–3 years of experience in e-commerce, online sales or customer dealing. Experience in fashion, jewellery or lifestyle brands preferred.
Familiarity with Shopify, WhatsApp Business, Instagram and Facebook. Excellent communication skills in English and Urdu. Strong sales and customer conversion skills. Good organizational and follow-up abilities.
Basic knowledge of Excel or Google Sheets. Creative mindset with an understanding of social media trends.

IDEAL CANDIDATE We are looking for someone who is: Proactive and self-motivated. Sales-oriented and customer-focused. Creative and capable of suggesting marketing ideas. Confident in handling bridal and customized orders. Organized and detail-oriented. Able to work independently and coordinate with multiple teams.

KEY PERFORMANCE INDICATORS (KPIs)
Online inquiry-to-order conversion rate.
Customer response time. Online sales contribution.
Follow-up efficiency. Customer satisfaction and repeat purchases.
Accuracy of order processing. Quality of product and content recommendations to the marketing team.

NOTE: The candidate must have a combination of online sales, customer dealing, custom order coordination, and creative marketing support experience. This is not a purely customer service role. We require someone who can actively convert inquiries into sales and work closely with the marketing team to identify content and sales opportunities.