Client Services Associate

4 weeks ago

Delhi, India Astro Vistaar Full time

To ensure seamless onboarding of leads from digital platforms (primarily Instagram), build strong client relationships, and actively convert inquiries into paying customers by aligning with the vision and values of Astro Vistaar.

Core Responsibilities

Lead Handling (Daily Priority)

- Monitor all incoming messages, DMs, and comments on Instagram and other social platforms linked to running ads.
- Respond within 10–15 minutes during peak hours with clear, empathetic, and product-aware communication.
- Use pre-approved messaging templates and personalize where needed.
- Maintain a polite, wise-yet-warm tone aligned with Astro Vistaar’s brand voice.

Lead Qualification & Tagging

- Classify each lead based on interest: Courses, Spells, Products, or Consultations.
- Use internal CRM or tracking system (e.g. spreadsheet/Notion/WhatsApp tags) to log details: Name, Interest, Budget, Timeline, Follow-up Date.
- Disqualify politely if a lead is clearly misaligned.

Conversion Strategy

- Share the right offering link/post/resource based on their expressed need.
- Suggest the best-fit product or session if the client seems confused.
- Upsell or cross-sell where meaningful.
- Nudge undecided leads through testimonials, limited offers, and behind-the-scenes insights.

Customer Onboarding

- For every successful conversion, guide the client clearly through:
- Payment confirmation
- Product/course access instructions
- Follow-up timelines (e.g., when to expect delivery or session booking)
- Confirm all onboarding steps are understood by the client.

Client Relationship Management

- Check in after delivery/service (in 3–5 days).
- Maintain a warm connect through occasional festival wishes, check-ins, or value-adds.
- Escalate any dissatisfaction or refund request immediately to the co-founders.

Collaboration & Strategy Input

- Share weekly insights on what leads are asking, common objections, and what’s working.
- Suggest content or campaign ideas to improve conversions or address objections.
- Coordinate with marketing/design when templates or creatives are needed.

Reporting

- Daily tracker update before EOD:
- Number of leads received
- Number converted
- Hot/warm/cold classification
- Issues/escalations if any

Soft Skills Expected

- Empathy without over-promising
- A balance of professionalism and spiritual insight
- Quick learner of our offerings and inner process
- Reliable, accountable, and proactive

Tools & Channels

- Instagram (DMs, comments, story replies)
- WhatsApp Business
- Notion/Google Sheet for tracking (or CRM, if introduced)
- Canva (basic familiarity is a plus)
- Payment gateways (Razorpay, GPay, etc.)

KPIs (To Be Reviewed Monthly)

- Response time average
- Conversion rate from inbound leads
- Client satisfaction (based on feedback or repeat purchase)
- Contribution to strategy or campaign improvement

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