Analyst Inbound Chat Customer Operations

5 days ago

Mumbai, Maharashtra, India eClerx Full time US$ 60,000 - US$ 1,20,000 per year

Customer Operations

Shift Timings US Shift|Management Level Analyst| Travel Requirements - NA

Inbound Chat Analyst

As a Customer Care Executive for the Inbound US Chat Process with a focus on Sales and Upselling, you will be responsible for delivering outstanding customer service to customers in the United States and also selling products and services to increase revenue. You will be the first point of contact for customers who reach out via chat with inquiries, and your primary goal will be to ensure that their needs are addressed, their questions are answered, and their interest in purchasing products and services is captured.

Key Responsibilities:

  • Responding to incoming chats from customers in a professional and courteous manner.
  • Engaging customers in conversation to understand their needs and concerns, and to provide accurate and timely information about products and services, pricing, and promotions.
  • Proactively seeking opportunities to upsell and cross-sell products and services to customers.
  • Handling customer objections and concerns with empathy and professionalism, and working to address them to close the sale.
  • Documenting all customer interactions and details of inquiries, issues, and sales in the company's CRM system.
  • Meeting or exceeding individual and team sales targets.
  • Maintaining a high level of knowledge about the company's products and services, as well as industry trends and best practices.

Requirements:

  • Excellent written communication skills in English.
  • Previous experience in a customer service and sales role, preferably in a chat or online environment.
  • Ability to multitask, prioritize, and manage time effectively.
  • Strong problem-solving skills and the ability to think on your feet.
  • Comfortable working in a fast-paced environment.
  • Flexibility to work in rotational shifts, including evenings, weekends, and holidays.
  • Familiarity with basic computer skills and knowledge of CRM systems.

Education:

  • Bachelor's degree in any field is preferred.

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