Job Title: Customer Support Analyst (Chat Support & Sales) – Pune
Summary:
Are you a customer-centric individual with excellent communication skills and a knack for sales? eClerx is seeking a dynamic Customer Support Analyst to join our Pune team. In this role, you will provide exceptional customer service through chat, addressing inquiries, resolving issues, and proactively identifying opportunities for upselling and cross-selling. This is an excellent opportunity to build a long-term career in customer service and digital operations within a global organization.
About eClerx:
eClerx is a global leader in productized services, empowering Fortune 2000 companies with innovative solutions across various industries. With a workforce of over 18,000 professionals worldwide, we are committed to providing exceptional service, fostering a collaborative environment, and driving growth for our employees.
Key Responsibilities:
- Customer Interaction: Respond to incoming customer chats promptly and professionally, ensuring a positive and helpful experience.
- Needs Assessment: Accurately identify customer needs, understand their concerns, and provide relevant information about our products and services.
- Sales Optimization: Proactively upsell and cross-sell products/services to maximize customer satisfaction and drive revenue generation.
- Objection Handling: Address customer objections and concerns with empathy and persuasiveness, aiming to convert inquiries into successful sales.
- Documentation & Reporting: Accurately document customer queries, issues, and sales interactions within our CRM system.
- Target Achievement: Consistently achieve individual and team sales targets, contributing to the overall success of the department.
- Product Knowledge: Stay updated on company products, services, industry trends, and best practices to effectively assist customers and identify sales opportunities.
- Performance Standards: Deliver high-quality customer engagement in a fast-paced, dynamic environment.
Qualifications & Requirements:
Educational Requirements:
- High school diploma is mandatory.
- Bachelor’s degree is preferred.
Skills & Experience:
- Communication Skills: Excellent written English communication skills are essential. You must be able to articulate clearly, concisely, and professionally in a chat environment.
- Customer Service Experience: Prior experience in chat support or customer service is highly preferred. Experience in a sales-oriented environment is a plus.
- Multitasking & Time Management: Demonstrated ability to multitask effectively and manage time efficiently to handle a high volume of customer inquiries.
- Problem-Solving & Decision-Making: Strong problem-solving skills and the ability to make quick, informed decisions to resolve customer issues.
- Shift Flexibility: Ability to work in rotational shifts, including evenings and weekends, as required.
- Technical Proficiency: Basic computer proficiency and familiarity with CRM tools are necessary.
Why Join eClerx?
- Global Exposure: Gain experience working with diverse teams and major industries around the world.
- Training & Development: Benefit from hands-on training and talent development programs to enhance your skills and knowledge.
- Equal Opportunity Workplace: Be part of an inclusive and diverse workplace that values and respects all employees.
- Career Progression: Explore strong career progression opportunities in customer service, sales, and digital operations within a growing global organization.
To Apply:
If you are a motivated and customer-focused individual seeking a rewarding career opportunity, we encourage you to apply! We look forward to reviewing your application.