Customer Service Representative (CSR)

Job Overview

Softaxe is looking for a proactive, professional, and customer-focused Customer Service Representative (CSR) to manage customer inquiries and support the sales process for our custom packaging business.

The ideal candidate will be responsible for responding to incoming leads, understanding customer packaging requirements, providing timely follow-ups, coordinating with the design and production teams, and helping convert potential customers into confirmed orders.

The candidate should have excellent communication skills, a professional telephone manner, and the ability to communicate effectively with international clients, particularly customers in the UK market.

Key Responsibilities

1. Lead Management & Customer Communication

• ⁠⁠Respond promptly to incoming inquiries received through phone calls, email, website forms, and WhatsApp.
• ⁠Contact new leads generated through Google Ads, PPC campaigns, and the company website.
• ⁠⁠Understand customer requirements, including packaging type, dimensions, quantity, material, printing, finishing, and delivery location.
• ⁠⁠Collect all necessary project details before forwarding inquiries to the relevant sales or quotation team.
• ⁠⁠Maintain a professional, polite, and helpful approach in all customer interactions.

2. Lead Follow-Up & Sales Conversion

• ⁠⁠Follow up with potential customers who have received quotations but have not confirmed their orders.
• ⁠Maintain consistent follow-up schedules through calls, emails, and WhatsApp.
• ⁠⁠Identify customer concerns, answer basic questions, and coordinate with the relevant team to resolve pricing, design, or delivery queries.
• ⁠⁠Re-engage customers who have stopped responding or postponed their purchasing decisions.
• ⁠⁠Help improve lead-to-customer conversion rates through timely communication and effective follow-up.

3. Quotation & Order Coordination

• ⁠⁠Coordinate with the sales and packaging design teams to obtain quotations, mockups, and artwork for customers.
• ⁠⁠Ensure customers receive accurate information about product specifications, minimum order quantities, printing options, and estimated delivery timelines.
• ⁠⁠Follow up internally on pending quotations and design approvals.
• ⁠⁠Keep customers informed about the status of their inquiries and orders.
• ⁠Escalate complex pricing, production, or technical questions to the appropriate team member.

4. CRM & Record Management

• ⁠⁠Record all incoming leads, customer details, conversations, quotations, and follow-up activities in the company's CRM or lead management system.
• ⁠⁠Update each lead's status, such as New Lead, Contacted, Quotation Sent, Follow-Up Required, Won, or Lost.
• ⁠⁠Maintain accurate records of customer requirements and communication history.
• ⁠⁠Prepare daily and weekly reports on calls, inquiries, follow-ups, and lead outcomes.

5. Customer Relationship Management

• ⁠⁠Build positive relationships with new and existing customers.
• ⁠⁠Provide a smooth and professional customer experience throughout the inquiry and quotation process.
• ⁠⁠Handle customer complaints and concerns calmly and professionally.
• ⁠⁠Ensure no qualified lead is overlooked due to delayed responses or poor follow-up.
• ⁠⁠Encourage repeat business and maintain long-term customer relationships.

Required Skills & Qualifications

• ⁠Bachelor's degree or equivalent qualification is preferred.
• ⁠⁠1–3 years of experience in customer service, telesales, sales coordination, or lead management.
• ⁠Excellent spoken and written English communication skills.
• ⁠⁠Confidence in handling international customers over phone calls, email, and WhatsApp.
• ⁠⁠Good telephone etiquette, active listening, negotiation, and problem-solving skills.
• ⁠⁠Familiarity with Microsoft Excel, Google Sheets, email platforms, and CRM systems.
• ⁠⁠Strong organizational skills and the ability to manage multiple leads simultaneously.
• ⁠⁠A proactive attitude, attention to detail, and a customer-focused mindset.

Preferred Experience

• ⁠ ⁠Experience working with UK-based customers or international clients.
• ⁠ ⁠Previous experience in packaging, printing, e-commerce, B2B sales, or a manufacturing-related business.
• ⁠ ⁠Familiarity with Google Ads leads and website-generated inquiries.
• ⁠ ⁠Experience following up on quotations and converting leads into paying customers.
• ⁠ ⁠Familiarity with WhatsApp Business and sales pipeline management.

Key Performance Indicators (KPIs)

Performance will be evaluated using the following metrics:

• ⁠⁠Lead response time: How quickly new inquiries are acknowledged and contacted.
• ⁠⁠Contact rate: Percentage of incoming leads successfully reached.
• ⁠⁠Follow-up compliance: Percentage of leads receiving follow-ups according to the assigned schedule.
• ⁠⁠Quotation follow-up rate: Percentage of outstanding quotations followed up on time.
• ⁠⁠Lead conversion rate: Percentage of qualified inquiries converted into orders, assessed alongside lead quality and pricing.
• ⁠⁠CRM accuracy: Completeness and accuracy of lead records.
• ⁠⁠Customer experience: Professionalism, communication quality, and customer feedback.

What We Offer

• ⁠⁠Competitive salary based on experience and skills.
• ⁠⁠Professional and collaborative working environment.
• ⁠⁠Opportunity to work with international customers.
• ⁠⁠Training in custom packaging products, materials, printing options, and sales processes.
• ⁠⁠Opportunities for career growth in customer service and sales operations.

How to Apply

Interested candidates should submit their CV highlighting relevant customer service, sales coordination, or lead management experience.

Applicants with strong English communication skills and experience handling international leads will be preferred.

Application note: Candidates may be asked to complete a short assessment involving a mock customer call, a quotation follow-up email, and a WhatsApp response to a new packaging inquiry.

Pay: Rs50,000.00 - Rs75,000.00 per month

Work Location: In person