Sales Executive - IT Based - Popular Group of Companies

Our client Popular Group of Companies is hiring a Sales Executive - IT Based in Lahore.

Key Responsibilities:

•Proactive Resolution: Use predictive analytics to identify potential customer issues
before they escalate (e.g., detecting shipping delays and reaching out first).
•Human-AI Collaboration: Act as the "Human-in-the-Loop," taking over complex, high-
emotion queries transitioned from our Agentic AI bots.
•Contextual Personalization: Utilize real-time sentiment analysis and historical data to
tailor every interaction, ensuring customers never have to repeat their history.
•Revenue Advocacy: Identify "moments of truth" during interactions to recommend
relevant upgrades or services (upselling/cross-selling) that add genuine value.
•Voice of Customer (VoC) Reporting: Translate daily customer friction points into
actionable data for our Product and Marketing teams.

Required Tools & Technical Stack

To qualify for this position, candidates must demonstrate proficiency or a high "learnability"
index for the following 2026 industry standards:

Category
Essential Tools
Omnichannel CRM
Zendesk AI, Salesforce Service Cloud, or HubSpot Service Hub
AI Support Tools
Intercom Fin, Glean (knowledge search), or Forethought
Sentiment Analysis
Clarabridge, MonkeyLearn, or Qualtrics XM
Communication
Slack, Microsoft Teams, and Cloud Telephony (e.g., Aircall or RingCentral)
Co-pilot Systems
Experience with ChatGPT-5/Claude 4 for real-time draft generation and summarization

Core Competencies

•Digital Literacy: Ability to pivot between multiple software platforms while maintaining
a high "First Contact Resolution" (FCR) rate.
•Emotional Intelligence (EQ): High-level de-escalation skills for sensitive or complex cases
that require a human touch.
•Data Fluency: Comfortable reading customer health scores and translating them into
personalized service strategies.
•Optichannel Agility: Mastery of switching tone and style across voice, video, chat, and
social media platforms (Threads, WhatsApp, Bluesky).

Qualifications

•Experience: 1–3 years in a high-volume customer-facing role (SaaS, FinTech, or E-
commerce preferred).
•Education: High School Diploma required; Bachelor’s degree or relevant CX certifications
(e.g., CCXP) is a significant advantage.
•Stats to Beat: We look for candidates who have consistently maintained a CSAT
(Customer Satisfaction) score of 90%+ and an average Resolution Time 15% faster than
the industry average.