Outbound Sales Advisor (English Speaker) – Evening Shift

About the role

Pens.com is looking for an English-speaking Outbound Sales Advisor for its evening shift, based in Tunisia. The agent manages pre-order, post-order and general customer inquiries for the European market, acting as a key contact for customers and sales teams across the full order lifecycle, from product inquiries and quotations to delivery, issue resolution and after-sales support.

Key responsibilities

• Handle inbound and outbound customer communications by email, phone and chat, and resolve inquiries, complaints and escalations.
• Manage pre-order requests such as pricing, quotations, product information, samples and special orders, and support product selection and sales tools.
• Provide post-order support: order updates, tracking, out-of-stock alternatives, missed ship dates, returns, pickups and reverse logistics, and create redo orders and production requests.
• Create and manage tickets, service requests and action requests, process credit memos and escalate issues with internal stakeholders.
• Collaborate with Sales, Production and Logistics teams, and support API and website registration inquiries.
• Maintain accurate records of interactions and issues, monitor SLAs and KPIs, and contribute to CSAT and NPS targets.

Required profile

• Previous customer service or sales experience is essential; B2B experience is an advantage.
• Near-native spoken French is required, with excellent written French, due to frequent phone calls with customers.
• Strong problem-solving, attention to detail, organisation and time management skills.
• Ability to work under pressure in a fast-paced environment and to collaborate cross-functionally.

Required skills

• Microsoft Office and online systems/databases.
• Salesforce experience is an advantage.

The hiring process includes an application review, a phone screening and one interview with the hiring manager. Internal promotion and career mobility are mentioned as part of the company's approach.