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E-Commerce Sales & Customer Experience Executive

HR Navigator
2 days ago
Full-time
On-site
Lahore, Pakistan
₨45,000 - ₨50,000 PKR monthly
Company Culture & Engagement

JOB DESCRIPTION

E-Commerce Sales & Customer Experience Executive

Location: Gulberg, Lahore | Employment: Full-Time · On-Site 10AM TO 6PM

Salary Package: PKR 45,000–50,000 per month | Experience: 1–3 Years

Department: E-Commerce / Online Sales | Reporting To: Management

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.

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.