Customer Support and Sales Representative - Onsite

We are looking for a committed Omni-Channel Customer Support & Sales Representative to join our team full-time at our PECHS, Karachi office. This role involves working onsite during evening shifts from 6 pm to 2 am. The successful candidate will support customers and drive B2B sales through various communication channels. The position requires managing multiple platforms while maintaining brand consistency and delivering outstanding customer experiences, all while actively supporting sales initiatives.

Key Responsibilities

- Manage omni-channel communications by promptly responding to inquiries via phone, email, WhatsApp, chatbot, social media direct messages, and contact forms.
- Ensure a consistent tone, branding, and customer context across all platforms to provide seamless engagement.
- Provide live website chat support within three minutes during business hours.
- Accurately document all customer interactions in CRM and ticketing systems such as Zendesk, Freshdesk, Intercom, or HubSpot.
- Identify and qualify B2B leads from inbound inquiries across channels, assisting with sales follow-ups and coordinating proposals for consulting services and partner products.
- Track conversion metrics and report on lead progression through the sales lifecycle.
- Comply with service level agreements (SLAs), including answering phone calls within three rings, responding to emails within three hours, social media messages within three business hours, texts within one hour, and providing immediate acknowledgment and live support on website chats.
- Maintain and update FAQs, chatbot scripts, and canned responses to enhance customer self-service and support efficiency.
- Participate in team meetings to align on campaign updates, share process improvements, and review client feedback.
- Deliver a solutions-oriented and positive customer experience that reflects company values.
- Follow up on escalated or unresolved cases to ensure full customer satisfaction.
- Monitor and respond professionally to social media comments.
- Support community management efforts and identify upselling opportunities through a consultative approach.

Required Qualifications

- Fluent in English, both spoken and written, to communicate effectively with international clients.
- 1 to 3 years of experience in B2B sales for products and services.
- Proficiency with omni-channel support tools such as Intercom, HubSpot, Zendesk, or Freshdesk.
- Strong interpersonal skills with the ability to organize tasks and multitask efficiently.
- Willingness to work flexible hours to accommodate time zones including Europe, MENA, and North America.

Preferred Qualifications and Additional Information

- Previous experience in customer support and omni-channel environments is preferred.
- Ability to work onsite in Karachi is mandatory.
- This is a full-time position requiring presence during the evening to early morning shift (6 pm to 2 am).
- Candidates should be prepared to actively engage in both sales and customer service functions, ensuring alignment with brand standards and customer satisfaction goals.

If you meet these qualifications and are ready to contribute to a dynamic team, we encourage you to apply. Please confirm your availability to work onsite during the specified shift hours as part of the application process.