Customer Support Executive

Job Title: Customer Support Executive (CSE) – U.S. Market Focus
Location: Lahore (On-site)
Schedule: Monday to Friday, 7:00 PM – 4:00 AM
Job Type: Full-Time

Job Summary:
ScaleUp Connect is seeking an experienced and results-driven Customer Support Executive (CSE) with a strong focus on supporting sales activities for U.S.-based clients. This is a full-time, on-site position in Lahore where you will be responsible for assisting in sales support, customer inquiries, and post-sale services primarily in the U.S. market. The ideal candidate will be highly customer-centric, with excellent communication skills, the ability to manage client relationships, and a knack for driving sales success.

Key Responsibilities:

• Assist in sales support for U.S. clients by managing pre- and post-sale inquiries, providing information, and ensuring a seamless experience.
• Respond to customer inquiries related to product offerings, pricing, delivery schedules, and other sales-related questions via phone, email, and chat.
• Coordinate between sales teams and clients to ensure accurate and timely follow-up on quotations, orders, and any client requests.
• Provide information on product features, benefits, and specifications to U.S.-based clients to help drive purchase decisions.
• Track client orders, ensuring they are processed smoothly and delivered on time, and resolve any issues that arise during the process.
• Support the sales team by managing and organizing customer information, handling lead generation, and providing administrative support for sales activities.
• Escalate complex issues to appropriate departments, ensuring that all customer concerns are addressed and resolved promptly.
• Maintain strong relationships with U.S.-based clients, ensuring satisfaction, repeat business, and the cultivation of long-term partnerships.
• Provide feedback to the sales team on customer preferences, market trends, and sales-related challenges to improve sales strategies.
• Document and track interactions with customers in the CRM system to ensure accurate records and follow-up actions.

Required Skills:

• Excellent communication skills in English, with a focus on clear, professional interactions with U.S.-based clients.
• Strong organizational skills, with the ability to manage multiple customer inquiries and sales processes at once.
• Sales-driven attitude with the ability to assist in driving sales and providing excellent support throughout the sales cycle.
• Customer-centric mindset, with a focus on building relationships and resolving issues efficiently.
• Proficiency in CRM software for tracking and managing customer interactions.
• Ability to work independently while coordinating effectively with cross-functional teams such as sales, logistics, and operations.
• Knowledge of sales processes, including lead generation, client follow-up, and order management.
• Ability to learn quickly and stay updated on product features, services, and U.S. market requirements.

Tools/Software:

• Required: CRM Software, Microsoft Office (Excel, Word, PowerPoint)
• Preferred: Helpdesk or Ticketing Systems (e.g., Zendesk, Freshdesk)

Education & Experience:

• Minimum Education: Intermediate or Bachelor’s Degree.
• Experience: 1–2 years in customer support or sales support roles, with experience in handling U.S.-based clients.

Additional Information:

• This position requires night shifts from 7:00 PM to 4:00 AM, Monday to Friday, to support U.S. clients in their time zone.
• The role offers an exciting opportunity to be part of a customer-focused team, directly contributing to the growth and success of sales efforts in the U.S. market.

Job Type: Full-time

Pay: Up to Rs150,000.00 per month

Work Location: In person