Chat Executive

JOB DESCRIPTION

Chat Executive — Social Media, DMs & WhatsApp (Sales)

Answers everything that comes in by chat — comments, DMs and WhatsApp — for new enquiries and existing students alike.

1. JOB SNAPSHOT

Job TitleChat Executive — Social Media, DMs & WhatsAppDesignation (on record)CRM Executive (per Appointment Letter Annexure A)DepartmentSLS — Sales (Function: Social Chat Lead Generation)Reports ToSocial Chat Lead Generation Lead. After 6:00 PM, escalation is to the Win-back / Old Student CRM LeadGradeG1 – G2 (per Appointment Letter Annexure A, based on experience)SiteMargao OfficeWork ModeWork from Office — this is an in-person role, not WFHShiftTwo seats are open: General 9:00 AM – 6:00 PM and Night 3:00 PM – 11:00 PM. State your preference at the interview.Communication ModeChat only — this role does not take callsEmployment TypePermanent, full-timeExperienceFreshers with strong written communication are considered. Prior experience in chat support, social media handling or CRM is an advantage, not a requirement. Full training is provided.Salary₹15,000 – ₹18,000 per month (based on experience and interview performance)

2. ABOUT THE ROLE

Every day, a large volume of messages reaches IWLD through chat — comments on Instagram, Facebook and YouTube posts, direct messages on each of those platforms, and WhatsApp. They come from people who have just discovered IWLD and from students already enrolled in a programme. The Chat Executive answers all of it.

This is a written role, not a calling role. You will not be on the phone. You will be judged on how quickly you reply, how clearly and warmly you write in Hindi and English, how accurately you record what happened, and on knowing what must never be promised in writing.

Two seats are open so that chat is covered from 9:00 AM to 11:00 PM across two shifts, with a handover in the overlapping hours. Full training on the programmes, the replies and the systems is provided — what you need to bring is the writing, the temperament and the discipline.

3. KEY RESPONSIBILITIES

A. Answer Every Incoming Chat

• Reply to comments on Instagram, Facebook and YouTube posts — questions, objections, and ordinary appreciation.
• Reply to direct messages on every platform, and to incoming WhatsApp chats.
• Reply to everyone — a new enquiry, a returning enquiry, or an existing student. Nothing is left unanswered because it "belongs to another team".
• Where a message genuinely needs another team — a content decision, a delivery or teaching issue, a payment or refund matter — reply first, then route it to the right person and follow it through to a response.
• Work through the queue in order, so no conversation is left sitting while newer ones are answered.

B. New Enquiries

• Understand what the person is actually asking before replying — the fastest reply that misses the question is not a good reply.
• Explain the programme clearly and honestly, using the approved replies and information you are trained on.
• Gather the details needed to take the enquiry forward, and hand the qualified enquiry to the right person in the sales team without the enquirer being asked the same questions twice.
• Follow up on conversations that have gone quiet, within the limits and timing you are given — persistently, never in a way that feels like harassment.

C. Existing Students

• Answer questions from enrolled students that come in by chat — schedules, access, how something works, where to find something.
• Route anything that needs the teaching, student care or accounts team to them, tell the student it has been passed on, and confirm afterwards that they received a reply.
• Recognise an upset student early, stay calm and courteous, and escalate rather than arguing in writing.

D. Response Time & Queue Discipline

• Meet the response-time standard you are given for each channel, during your shift.
• Keep every channel checked through the shift — comments are missed far more often than DMs, because nobody is notified about them.
• At the end of the shift, hand over cleanly to the other seat: what is open, what is waiting on someone else, and what needs an answer first thing.

E. What Must Never Be Written

These are the boundaries of this role. They exist because a written promise is permanent, forwardable, and has already cost this business platform access in the past. Full training is given on what may be said; the list below is what may never be said, by anyone, in any channel.

• Never guarantee a result — no promise of a specific amount of weight lost, and no promise that a result will happen at all.
• Never commit to a timeline for a result, even when asked directly and repeatedly.
• Never make a medical claim — no statement that a programme treats, cures, reverses or manages a disease or condition.
• Never advise anyone to stop, start, reduce or change any medication, and never comment on someone’s prescription. Direct them to their doctor.
• Never give individual medical advice of any kind, including to a person who says they are pregnant, unwell, or under treatment. Escalate instead.
• Never invent an answer about pricing, refunds, or what is included. If you do not know, say you will confirm — and confirm.
• Never argue with a negative comment in public, and never delete or block without approval.
• When in doubt, ask before sending. Asking costs a few minutes; a wrong message in writing can cost an account.

F. Records & Handover

• Record every enquiry and its outcome in the system, accurately and on the same day.
• Keep the record clean enough that the next person to speak to that lead or student knows exactly what was already said.
• Maintain your own pending list, and close it before the end of the shift or hand it over explicitly.

G. Feedback to the Business

• Report the questions being asked repeatedly — these are the fastest signal of what content is missing or confusing.
• Flag negative sentiment, repeated complaints, or anything that looks like it may spread, immediately rather than in a weekly summary.
• Suggest improvements to the standard replies when a reply consistently fails to land.

4. WHO YOU’LL WORK WITH

WhoWhat forSocial Chat Lead Generation LeadYour reporting manager; approved replies, escalations and daily reviewThe other Chat ExecutiveShift handover — open conversations, pending items and anything urgentWin-back / Old Student CRM LeadEscalation point after 6:00 PM for the evening shiftSales teamHandover of qualified enquiriesStudent Care & TeachingStudent issues that need more than a chat answerMedia & Content teamComment trends, content that is generating confusion, and anything needing a content decision

5. WHAT WE’RE LOOKING FOR

Must-Haves

• Freshers are welcome to apply. Prior experience in a similar role is an advantage, not a requirement — full training on IWLD’s SOPs, templates and systems is provided.
• Good spoken and written communication in both English and Hindi.
• Comfortable working on a laptop for a full working day.
• Working knowledge of Google Sheets, Docs and Drive — able to build and maintain a tracker, not only open one.
• Comfortable working on the company dashboard for daily entries, checks and reports (training provided).
• Reading comprehension — able to read an SOP or a written instruction and act on it correctly without being walked through it.
• Follow-up discipline — a real method for tracking pending items, and the persistence to chase them politely until they are closed.
• Ownership — takes responsibility for the outcome, not merely for having passed the message on.
• Writes clearly and warmly in both Hindi and English — this role is judged almost entirely on written messages.
• Types quickly and accurately, and is comfortable handling several conversations at once.
• Stays calm and courteous with a rude, impatient or upset person, in writing, without going cold or getting drawn into an argument.
• Knows when not to answer — recognises a question that must be escalated rather than guessed at.

Good to Have

• Experience in chat support, social media handling, CRM or customer service.
• Familiarity with Instagram, Facebook and YouTube from the business side, not only as a user.
• Experience with WhatsApp for business communication.

6. WHAT SUCCESS LOOKS LIKE

• Nothing goes unanswered during your shift — comments included, not only DMs.
• People who message IWLD feel they were heard by a real person who read what they wrote.
• Every enquiry is recorded, so the next person picks it up without the customer repeating themselves.
• Not one message goes out promising a result, a timeline or a cure — the compliance boundary holds under pressure, including when the person asking is insistent.

7. WHY JOIN US

• Work directly with management on the systems the company actually runs on.
• Be part of a 160+ member team across teaching, sales, media, technology, hostel and operations.
• Build and improve real systems at scale — this is a role where what you fix stays fixed.
• A defined growth path, with full training on every SOP, template and system you will use.

8. NOTE

Two seats are open for this role, covering the 9:00 AM – 6:00 PM and 3:00 PM – 11:00 PM shifts. The designation on record is CRM Executive, which keeps the internal progression from social chat to enquiry handling to win-back open to you. Full training on the programmes, approved replies, compliance rules and systems is provided during onboarding.