Inbound Sales Executive

Inbound Sales Executive – Pinelabs Online (PG Onboarding)

About the RoleWe’re looking for a go‑getter Inbound Sales Executive who will guide merchants through Pinelabs Online PG onboarding—from document collection to activation—while confidently communicating our USPs (Affordability/EMI, Brand Wallets, Higher Success Rates) and defending pricing offered in our self‑serve modules. You’ll be the voice of Pinelabs for inbound leads, ensuring a smooth, fast, and compliant onboarding experience, and collaborating with cross‑functional teams to improve TATs.

Key Responsibilities• Inbound Lead Handling: Respond to inbound merchant queries via phone, email, chat, and CRM within defined SLAs. Qualify leads, understand business category, payment flows, and expected volumes.

• PG Onboarding & Documentation: Guide merchants on KYC/Compliance documents (GST, PAN, bank proofs, business proofs, site checks, etc.). Assist with self‑serve onboarding modules and troubleshoot drop‑offs. Track application stages, proactively follow up, and ensure accurate & complete submissions.

• Value Communication & Pricing Defense: Articulate Pinelabs PG USPs: Affordability/EMI options, Brand Wallets & Pay Later integrations, Higher Transaction Success Rates. Defend pricing: Explain rate cards, MDR logic, feature bundles, and ROI with category benchmarks.

• Stakeholder Navigation: Collaborate with Risk, Compliance, Tech Ops, and Acquiring partners to unblock cases. Drive faster onboarding TATs through disciplined follow‑ups and escalations.

• Conversion & Activation: Ensure merchants go from approved → integrated → live (with test and production credentials). Nudge for first successful transaction; capture feedback to refine the onboarding journey.

• Process Excellence: Keep meticulous CRM notes, pipeline hygiene, and status updates. Surface recurring issues to product/ops; suggest SOP/FAQ improvements. Adhere to PA regulatory norms and internal policy requirements.

Career TrajectoryThis role is designed as a gateway to multiple growth paths within Pinelabs Online:

• Outbound Hunting & Solutions Role: After mastering inbound onboarding and pricing defense, you can evolve into an outbound merchant acquisition role, where you’ll proactively hunt for high‑value merchants and craft tailored payment solutions.

• Process Specialist / SME: Due to the nature of this role—deep exposure to compliance, risk, and PG integration—you can grow into a Process Specialist or Onboarding SME, driving automation, SOP improvements, and TAT optimization across the organization.

Your performance in this role will directly influence your eligibility for these advanced tracks.

Must‑Have Qualifications• 1–3+ years of experience in Payment Gateway/PA onboarding and inbound sales/support.

• Hands‑on onboarding exposure with Indian PAs/PGs like Paytm, Cashfree, PayU, Razorpay, etc.

• Working knowledge of merchant KYC requirements, risk categories, PG integration basics, and pricing components.

Skills & Competencies• Interpersonal & Communication: Clear, persuasive, and patient; strong phone/email etiquette.

• Commercial Acumen: Can explain pricing, ROI, feature value, and counter discounts requests.

• Process Discipline: Strong follow‑ups, SLA adherence, and CRM hygiene.

• Problem Solving: Handles objections; identifies root causes; escalates smartly.

• Stakeholder Management: Coordinates internally to accelerate approvals/go‑live.

• Execution Mindset: Head‑down, fast worker with a go‑getter attitude; outcome focused.

Performance Metrics (KPIs)• Onboarding TAT

• Conversion Rate

• Documentation Accuracy

• Response & Resolution SLAs

• Adherence to Playbooks

• Merchant NPS/CSAT

Eligibility & EducationGraduate in Business, Commerce, or IT (or equivalent experience). Exposure to merchant categories (D2C, SaaS, marketplaces, services) is a plus.

Job SummaryWe’re hiring a Inbound Sales Executive to guide merchants through Pinelabs Online PG onboarding—documents, activation, and integration—while clearly communicating USPs (Affordability/EMI, Brand Wallets, Higher Success Rates) and defending pricing. This role offers a clear growth path into outbound hunting/solutions or process specialist roles. Prior onboarding experience with Paytm, Cashfree, PayU, Razorpay (or similar) is required. Experience: 1–3 years.