Inside Sales & Customer Service Executive

Job description: Role Overview We are hiring one Dubai-based Inside Sales & Customer Service Executive to be the first voice and the last follow-up for our US and Canadian customers. You turn inquiries, sample requests, and quotes into orders, and you resolve problems fast enough that a complaint becomes a reorder. Walls Republic is a premium wallpaper and mural brand serving homeowners, interior designers, architects, and commercial specifiers. Customers expect a high-touch experience, and this role delivers it. Detail Information Job title: Inside Sales & Customer Service Executive Location: Dubai office, UAE (on-site) Schedule: Monday to Friday, 4:00pm to 1:00am GST Markets served: United States and Canada Works alongside: Trade sales, logistics, production, and marketing teams Employment type: Full-time Key Responsibilities The role is roughly 60% sales, 40% customer service. Every responsibility below is owned by this role unless stated otherwise. Inside Sales • Respond to every inbound inquiry, quote request, and live chat within 15 minutes during business hours. • Convert sample orders into full roll orders: follow up 1 to 2 business days after delivery, again at day 7, and record every outcome. • Guide residential buyers on collection, quantity, substrate, and installation, and close the sale by phone and email. • Prepare accurate quotes for custom murals and larger orders, applying trade pricing correctly. • Recover abandoned carts and open quotes with personal outreach, not templates alone. • Manage sales to B2B and B2C customers via phone and email. • Qualify trade leads (designers, architects, specifiers) and hand them to the trade salesperson with full context in the CRM. • Upsell and cross-sell adhesive, installation accessories, additional samples, and further rooms. Customer Service • Provide exceptional, personalised service via phone, email, live chat, and social media channels. • Handle order status, shipping, tracking, and delivery questions. • Deal with enquiries and complaints proactively, resolving them in one touch wherever possible. • Resolve damaged, missing, or incorrect items in coordination with logistics and production. • Process returns, exchanges, and refunds within policy and escalate exceptions to management. • Monitor online customer feedback and actively generate positive reviews on the website, Google, and third-party platforms. Order and Stock Operations • Navigate the order management system to make sure every order is processed on time. • Track stock levels and flag shortages, delays, or discontinued items to production and management before customers are affected. • Collaborate with managers to stay current on products and offer customers the best solution. Website and Platform Accuracy • Act as the main point of contact for internal website queries. • Check that website content, products, and prices are correct and in line with trading requirements at all times. • Upload inventory to the website and third-party platforms and confirm that all active products are live. • Highlight website issues and recommend improvements that enhance the customer experience. Reporting and Systems • Log every customer interaction in the CRM and Shopify. No conversation lives only in an inbox. • Maintain response templates, an FAQ library, and a product knowledge base. • Submit a weekly report covering inquiries, quotes sent, conversion rate, sample follow-up conversion, ticket volume, response time, and top recurring issues. Boundary With the Trade Salesperson This role owns inbound sales, sample conversion, and general support. The trade salesperson owns active trade relationships and account retention. Qualified trade leads are passed over through the CRM with a written note, never by conversation alone. First 90 Days: Targets Success in this role is measured on speed, follow-through, and conversion. Targets with a baseline are set together in week 4, once there is real data to measure against. Metric: Target First response time (business hours): Under 15 minutes Sample follow-up completion (day 1 to 2 and day 7): 100% Quote follow-up within 24 hours: 100% Interactions logged in CRM or Shopify: 100% Customer satisfaction: 95% or higher Metric: Target Sample-to-order conversion: Measurable lift over the week 4 baseline Revenue attributed to this role: Target set after a 30-day baseline Weekly report submitted: Every week, on time At 90 days, the business should see these outcomes: • No inquiry waits more than 15 minutes during business hours. • Every sample buyer receives a personal follow-up. • The trade salesperson receives qualified, well-documented leads and spends time on relationships, not inbox triage. • Management gets accurate weekly numbers without having to ask. Person Specification We need a seller who also handles support, with a flawless command of business English. Customers in Canada and the US must find every call and email polished and confident. Essential • Flawless spoken and written business English with a clear, neutral accent that North American customers understand easily. • 2 to 4 years of proven experience in e-commerce, inside sales, or customer service, with results you can quantify. • Experience implementing sales processes and working within e-commerce, including Shopify or a comparable platform. • Excellent communication and influencing skills, with a confident phone presence and clear, warm writing. • Strong organisation. You work well within a team, under supervision, and autonomously within your remit. • Critical thinking, an enthusiastic attitude, and a high level of integrity. • Disciplined follow-up. No lead, quote, or ticket goes cold on your watch. • Comfortable working the evening shift (4:00pm to 1:00am GST) over the long term. Strong Advantages • Experience in wallpaper, flooring, furniture, home décor, or interior design. • Experience supporting trade or B2B customers such as designers, architects, and specifiers. • Prior experience working US or Canadian hours for a North American company. Working Hours and Coverage The schedule is Monday to Friday, 4:00pm to 1:00am GST, in the BSH Dubai office. This matches the North American business day, because Dubai is 8 hours ahead of Eastern Time while US daylight time is in effect. Coverage Rules • First response within 15 minutes between 4:00pm and 1:00am GST. • Inquiries received outside those hours receive an automatic acknowledgement and are answered first thing at the start of the next shift. • Voicemail and live chat are routed so that nothing is lost overnight. Handover and Visibility • A fixed 15-minute handover with the team at the start of each shift, covering open quotes, escalations, and priorities. • A shared live dashboard showing response time, quotes sent, and follow-ups completed, so activity is visible without being in the room. • Trade leads reach the trade salesperson through the CRM with a written handoff note on every lead.

2 to 4 years of proven experience in e-commerce, inside sales, or customer service, with results you can quantify. Experience implementing sales processes and working within e-commerce, including Shopify or a comparable platform. Flawless spoken and written business English with a clear, neutral accent that North American customers understand easily. Strong organisation. Disciplined follow-up. Comfortable working the evening shift (4:00pm to 1:00am GST).

Inside Sales: Respond to inbound inquiries, quote requests, and live chat within 15 minutes during business hours; convert sample orders into full roll orders; guide residential buyers on collection, quantity, substrate, and installation; prepare accurate quotes for custom murals and larger orders; recover abandoned carts and open quotes with personal outreach; manage sales to B2B and B2C customers; qualify trade leads and hand to trade salesperson with full context; upsell and cross-sell adhesives and installation accessories. Customer Service: Provide personalised service via phone, email, live chat, and social media; handle order status, shipping, tracking, and delivery questions; resolve enquiries and complaints; coordinate with logistics and production to resolve damaged/missing/incorrect items; process returns, exchanges, refunds; monitor online feedback and generate positive reviews. Order and Stock Operations: Track orders and stock levels; flag shortages and delays; collaborate with managers to stay current on products. Website and Platform Accuracy: Act as main contact for internal website queries; ensure content, products, and prices are correct; upload inventory to website and third-party platforms; highlight issues and suggest improvements. Reporting and Systems: Log every customer interaction in CRM and Shopify; maintain response templates and FAQ; submit weekly reports on inquiries, quotes, conversion, and issues.