Customer Service Executive

**Role Definition**:
1. Primary Role: An inside salesperson who only qualifies leads coming in from Telephonic enquiries, website and other inbound marketing channels.

2. Secondary Role: An inside support executive who only attends to concerns coming in via Telephonic enquiries, website and other incoming support channels.

**Goal**:
The goal is to promote business growth, expanding the company’s clientele by converting prospects into opportunities.

**Responsibility deliverables**:
1. Respond to all Inbound inquiries and leads coming in via different inbound marketing channels.

2. Attend and address leads in order to qualify them into opportunities.

3. Pass the opportunities to Quota carrying account executives for closures.

5. Customer Management (Inbound): Attend to customer concerns, support and pass it to respective CSE to address.

6. Develop selling skills and business knowledge to grow into a client service executive or grow into sales development vertical.

**Tasks & Activities**:
Prospect Sourcing Management:

- Data Management: Maintain the database on the internal templates system provided by organization.

Prospecting to generate inspections/ meetings:

- Identify prospects from the database, filter down leads with objective to convert into opportunity as per the qualification criteria by interacting with decision makers.
- Mapping and scoping customer requirement by knowing customer needs, problems and educate the prospect by delivering valued information. Persuade the leads creatively & proactively to buy by demonstrating how our products and services meet their needs. Use scripts to provide information about products features, prices etc and present their benefits.
- Being communication bridge between the prospective client and sales team to ensure meeting/inspection details accuracy. Pass on the opportunities to CSE team for closures.

Subsidiary activities such as Feedback, Attending to Tickets etc
- Attend to tickets, customer concerns at regular interval, pass on the feedbacks to account executives and management.
- Attend to the complaints received from online & offline channels such as websites, social media, referrals etc, deal with complaints and doubts to safeguard company’s reputation and raise tickets using the system for sales team to address it.

Customer Management (Inbound)):

- Sourcing data for completed projects and take feedbacks from clients at regular interval, pass on the feedbacks to sales support team and management. Taking Feedbacks, scrutiny at below stages.

I. Opened cases
- Feedbacks/scrutiny of all opportunities passed to quota carrying executives (Under discussion/not yet closed cases) at given interval and attend to their concerns if any.

II. Closed cases: Feedbacks/scrutiny of all closed deals (won/lost) passed to quota carrying executives at given interval and attend to their concerns if any.

III. Post sales service: Feedbacks/scrutiny of all closed won deals & successfully completed projects passed to quota carrying executives at given interval and attend to their concerns if any.
- Pass the happy clients to outbound SDR team for converting into champions or renewals or add-on Business.

Develop selling skills and business knowledge to grow into a Customer Service Head or next role in vertical.

**Qualification**:

- Graduate (Any Stream)
- Required
- Post Graduate (Any Stream)
- Preferred but not required
- Previous Experience
- Relevant experience of 1-2 years

**Skills Required**:

- Strong Aptitude solving skills
- Solid Spoken and Written communication
- English, Hindi/ Marathi abilities
- Strong Interpersonal Skills
- Process oriented and attention to detail.
- Strong judgment and decision-making skills
- Strong leadership skills, be self-directed and be able to multitask
- Executives to be proficient with computers and software spreadsheet programs such as Microsoft Word, Excel, Power Point, and others
- Self-owned conveyance is must.

**Desired & Advantages**:

- Post graduates with MBA in sales & marketing
- Civil Industry Background
- Work Experience of 1-2 years
- Marathi language

**Salary**: ₹16,000.00 - ₹22,000.00 per month

Schedule:

- Fixed shift

Ability to commute/relocate:

- Wadgaon Budruk, Pune - 411041, Maharashtra: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 1 year (preferred)

**Speak with the employer**

+91-XXXXXXXXXX