Chat Support Representative

Job Title: Chat Support Associate (Blended)

Location: Ballygunge Place, Kolkata

Employment Type: Full-time (Work from Office)

Reporting To: Operations Manager / CEO

Pay Package: Rs. 17,000 to 21,000 per month (depending on experience and last salary drawn) + Provident Fund + ESI

Key Responsibilities

• Respond to customer inquiries received through WhatsApp, social media platforms, website chat, mobile application, and other digital channels in a professional and timely manner.

• Generate sales from leads and repeat customers originating from various sources including social media, mobile app, website, referrals, phone calls, WhatsApp, and other marketing channels.

• Assist customers in placing orders, navigating the mobile application, understanding service offerings, and resolving customer concerns.

• Ensure every lead receives an initial response within 15 minutes of inquiry and make all reasonable efforts to convert or appropriately close the lead within 45 minutes of the inquiry being generated.

• Follow up with prospective customers to maximize lead conversion and booking confirmations.

• Maintain accurate records of customer interactions, inquiries, bookings, and follow-ups in the CRM system.

• Manage dissatisfied customers tactfully, de-escalating issues and ensuring a positive service recovery.

• Contact customers providing 4-star or below reviews, understand their concerns, offer resolutions, and encourage them to revise their feedback to a 5-star rating.

• Follow up with therapists after service completion to confirm collection of payments from customers. Verify whether cash collections have been deposited into the company’s bank account within the prescribed timelines.

• Consolidate incoming therapist applications from all recruitment channels including Email, WhatsApp, Online Forms, Website, Job Portals, and referrals into the company’s HR database.

• Review resumes and applications to shortlist candidates based on predefined eligibility criteria.

• Conduct initial telephonic screening interviews to assess candidate suitability, communication skills, and job fit.

• Schedule interviews between shortlisted candidates and the recruitment team.

• Maintain applicant records and ensure timely follow-up with candidates throughout the hiring process.

Qualifications

• Experience: Prior experience in chat support and customer service is mandatory. Prior experience with sales is an advantage.
• Technical Skills: Proficiency with CRM software and Microsoft Office.
• Language Skills: Strong communication skills in English (Verbal & Written), Hindi (Verbal) and Bengali (Verbal)

Skills & Competencies

• Communication: Strong verbal communication skills with a friendly and persuasive demeanour.
• Customer Focused: Excellent listening skills and the ability to empathize with customers' needs.
• Time Management: Efficient at managing time and handling multiple calls and follow-ups.
• Problem-Solving: Ability to handle objections and provide solutions to customer issues.
• Target-Driven: Self-motivated with a desire to achieve sales targets and contribute to team success.

Office Timing:

9 hours Shift (Weekly Off between Monday to Thursday)