Key Responsibilities:
– Handle and resolve customer inquiries via live chat & Call in a timely and professional manner.
– Provide product information, guidance on purchases, and support in placing orders.
– Assist in identifying customer needs and offering solutions or alternatives.
– Collaborate with the marketing teams to enhance the customer experience and sales processes.
– Maintain up-to-date knowledge of the company’s products, services, and promotions.
– Track and follow up on sales leads generated from chat & call interactions.
– Troubleshoot any issues related to customer orders or services and escalate complex cases to the appropriate department.
– Ensure customer satisfaction and follow up on open inquiries.
– Prepare reports on chat metrics, including response time, resolution time, and customer feedback.
– Suggest improvements to enhance chat support efficiency and customer satisfaction.
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Qualifications:
– Proven experience in customer support or sales (experience with live chat & call is a plus).
– Excellent written communication skills with a focus on clarity and customer service.
– Ability to multitask and handle multiple customer chats simultaneously.
– Familiarity with CRM and chat support software (e.g., Wati, Meta Business Suit, Smartflo Ivr, etc.).
– Strong problem-solving abilities and a proactive approach to customer issues.
– Ability to work independently as well as in a team environment.
– Basic knowledge of sales principles and techniques is preferred.
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Skills:
– Strong interpersonal skills.
– Quick learner who adapts to new systems and tools.
– Time management and attention to detail.
– Goal-oriented and capable of working under pressure.
– Languages: Fluent in English, Hindi & Malayalam (Regional Languages also preffered)