Chat Support Executive

4 days ago

Wagle Estate Thane Maharashtra, India ITVEDANT Education Pvt. Ltd. Full time

**Key Responsibilities**:

- **Enquiry Generation & Lead Capture**:

- Engage with customers via live chat to respond to inquiries and provide information.
- Capture essential customer details, particularly mobile numbers, for follow-up purposes.
- **WhatsApp Communication**:

- Broadcast targeted messages via WhatsApp to a predefined list of customers.
- Respond promptly to each customer inquiry received on WhatsApp, maintaining a high standard of professionalism.
- **Chatbot Lead Generation**:

- Operate and manage a chatbot platform, ensuring that leads generated through automated conversations are captured and followed up.
- Troubleshoot and refine chatbot interactions to maximize lead generation.
- **Inbound Lead Handling**:

- Manage and respond to leads received via the IVR system.
- Ensure that all potential leads are engaged and that their contact details are recorded for future communication.
- **Enquiry Follow-Up**:

- Keep customer chats active and ongoing until the inquiry is successfully converted into a qualified lead.
- Follow up on all ongoing chats to ensure that customers’ needs are being met and no inquiry is left unattended.
- **Lead Management & Communication**:

- Forward qualified leads to the relevant sales or customer support teams for further communication.
- Ensure continuous top-up of leads and maintain a lead database for future outreach.
- **Written Communication Skills**:

- Demonstrate excellent written communication to engage customers effectively and professionally through all chat platforms.
- Adapt communication style according to the customer’s needs, ensuring clarity and conciseness in responses.

8. **Customer Feedback & Continuous Improvement**:

- Gather feedback from customers during chat interactions and share it with the team to improve service.
- Help develop new strategies for chat and communication based on customer feedback.
- Assist in testing new tools or features to improve how we communicate with customers.

**Required Skills and Qualifications**:

- Proven experience in handling chat and online customer inquiries.
- Experience with chatbot platforms for lead generation.
- Strong command of written communication in English (and other applicable languages).
- Proficient in using WhatsApp for business communication and broadcasting.
- Ability to multitask and manage multiple chats at once while maintaining quality responses.
- Detail-oriented with the ability to capture key customer information efficiently.
- Familiarity with CRM software and lead management tools is a plus.
- Good problem-solving skills and the ability to manage difficult customer inquiries.
- Comfortable working with high volumes of inquiries.

**Additional Qualities**:

- Ability to work in a fast-paced environment and manage high volumes of customer inquiries.
- Problem-solving skills to assist customers with their needs and escalate complex inquiries when necessary.

**Job Types**: Full-time, Permanent

Pay: ₹15,000.00 - ₹25,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund
- Work from home

Schedule:

- Day shift
- Night shift

Work Location: In person

**Speak with the employer**
+91 8828823348

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