Customer Care Executive

ABOUT THE ROLE

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We run Meta ads (Instagram & Facebook) that drive customer inquiries directly into our WhatsApp. These are warm, high-intent leads — people who have already shown interest in buying a phone. Your job is to convert those conversations into store visits and sales.

This is NOT a customer service role. This is a sales role executed over WhatsApp.

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WHAT YOU'LL DO

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• Respond to all incoming WhatsApp inquiries within 5 minutes during working hours

• Understand the customer's requirement (model, budget, trade-in, EMI preference)

• Pitch the right product, handle objections, and close the conversation toward a store visit or confirmed order

• Share product details, pricing, EMI breakdowns, and availability clearly and confidently

• Follow up on unconverted leads — same day, next day, and day 3

• Maintain a daily log of all inquiries: source, status (converted / follow-up / lost), and reason

• Coordinate with store teams on stock availability before confirming to customers

• Collect Google review requests from customers post-purchase via WhatsApp

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WHAT WE'RE LOOKING FOR

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• 1–3 years experience in sales, telecalling, or retail — phone/electronics preferred

• Excellent written communication in English and Telugu (Hindi OPTIONAL)

• Strong product knowledge of iPhones, Samsung, and Pixel — or willingness to learn fast

• Sales mindset: you measure yourself by conversions, not by replies sent

• Ability to work 6 days a week including weekends (peak inquiry days)

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KEY METRICS YOU'LL BE MEASURED ON

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• Lead response time (target: under 5 minutes)

• Inquiry-to-store-visit conversion rate (target: 30%+)

• Store-visit-to-sale conversion rate (tracked with store team)

• Follow-up completion rate (target: 100% of unconverted leads followed up within 24 hrs)

• Monthly sales attributed to WhatsApp channel