Senior Customer Care Executive - Level 2

Are you ready to take the next step in your customer care career with a leading name in the label industry?

AA Labels, based in Peterborough, UK, is a renowned supplier of premium labels, catering to diverse customer needs across industries. From plain to printed labels, rolls to sheets, and a wide variety of shapes, sizes, and colours, we deliver tailored, innovative solutions that set us apart in the market.

We are looking for a highly proactive and commercially driven Level 2 Customer Care Executive to handle complex customer inquiries, take ownership of quotations, drive conversions, and actively upsell our products and services.

If you have strong communication skills, commercial awareness, and experience handling UK customers, this is your opportunity to step into a more strategic and impactful role.

Why Join Us?

• Be part of a fast-paced, performance-driven customer team.
• Take ownership of high-value and complex customer interactions.
• Play a direct role in revenue growth through quotation conversion and upselling.
• Grow into leadership responsibilities within a structured progression path.
• Earn performance-related bonuses tied to conversion and upsell targets.

Key Responsibilities

Customer & Query Management

• Handle complex, high-value, and technical customer inquiries across phone, live chat, and email.
• Take ownership of escalated cases from Level 1 agents.
• Provide expert product guidance tailored to customer applications.
• Ensure all interactions meet SLA requirements and quality standards.

Quotation & Conversion Leadership

• Prepare, review, and manage detailed quotations.
• Actively follow up on pending quotations to increase conversion rates.
• Analyse lost quotes and identify improvement opportunities.
• Lead quotation strategy for custom, printed, and bulk orders.
• Drive consultative selling to maximise order value.

Upselling & Revenue Growth

• Identify upsell and cross-sell opportunities (materials, finishes, quantities, express options, etc.).
• Increase Average Order Value (AOV) through proactive product recommendations.
• Follow up on sample orders and convert them into confirmed sales.

Team Support & Leadership

• Act as a second-line support resource for Level 1 agents.
• Guide team members on complex cases and quotation handling.
• Ensure coverage and workflow balance during peak times or absences.
• Contribute to improving processes, scripts, and knowledge resources.

Complaint & Order Management

• Oversee escalated complaints, returns, and artwork-related queries.
• Track express and urgent orders to ensure delivery commitments are met.
• Maintain strong documentation and written confirmations for all key interactions.

What We’re Looking For

Knowledge

• Strong mathematical understanding (geometry, measurements, label sizing).
• Advanced customer service and relationship management expertise.
• Consultative sales techniques and quotation conversion strategies.
• Experience handling UK customers (preferred).
• Knowledge of the label or print industry is a plus (training provided).

Skills

• Exceptional verbal and written English communication.
• Strong negotiation and persuasion abilities.
• Confident telephone presence.
• Analytical thinking and problem-solving capability.
• Excellent time management and ability to prioritise high-value leads.
• Proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint).

Qualities

• Commercial mindset with revenue-focused thinking.
• Ownership and accountability for targets and performance.
• Calm and solution-oriented under pressure.
• Leadership mindset without formal managerial title.
• Proactive follow-up discipline.
• Strong attention to detail.

Performance Expectations (Level 2)

• Higher quotation conversion rate than Level 1 benchmark.
• Demonstrated upsell contribution.
• Reduced escalations through proactive resolution.
• SLA compliance above departmental average.
• Positive customer feedback and QC scores.

Working Hours

• 12:00 pm – 09:00 pm (Monday – Friday)
• Adjusted according to UK daylight saving hours.

What’s in it for you?

• Performance-based bonus structure linked to:
• Quote conversion rate
• Upsell performance
• SLA compliance
• Quality scores
• Career progression into Team Lead / Sales Specialist pathway.
• Structured training on products, materials, and commercial strategy.

If you’re commercially driven, customer-focused, and ready to take ownership of high-impact customer interactions, we would love to hear from you.

Pay: From Rs100,000.00 per month

Ability to commute/relocate:

• Lahore: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer Care, Customer Support: 4 years (Required)

Language:

• English (Required)

Location:

• Lahore (Required)

Work Location: In person