Telesales Executive

Job summary

We are looking for a customer-focused and energetic Sr. Associate – Sales & Retention to deliver exceptional support, retention, and sales assistance for SaaS-based products through Phone and Chat channels. The role involves handling customer queries, guiding users on product usage and account management, identifying renewal opportunities, and ensuring a seamless customer experience.

The ideal candidate should possess strong communication skills, problem-solving ability, and a customer-first approach while maintaining high productivity and service standards.

Key Responsiblities:

Provide customer support and retention assistance for SaaS-based products via Phone and Chat.

Resolve high-volume customer queries related to plans, billing, account access, and product usage.

Guide customers on seat management, Admin Console navigation, and available support resources.

Demonstrate product features such as Express and Firefly for everyday use cases including school projects and SMB content creation.

Identify renewal opportunities, reinforce product value, and escalate at-risk accounts for retention actions.

Accurately document customer interactions in CRM systems.

Escalate complex or out-of-scope issues to the appropriate support tier as per process guidelines.

Deliver professional, empathetic, and timely customer service. Maintain productivity, quality, attendance, and first-contact resolution metrics.

Collaborate effectively within the team and adhere to service-level agreements (SLAs).

Follow data classification and security compliance guidelines.

Use logical reasoning and data interpretation skills to identify customer trends and improvement opportunities.

Required Qualifications High School Diploma or equivalent; higher qualifications preferred.

Excellent verbal and written communication skills. Global English proficiency at C1 level or above (CEFR framework).

Experience Required 1–3 years of experience in: International Sales International SaaS Sales Work Schedule 24*7 Rotational shifts Mostly night shifts Work Mode Work from office