Inside Sales Specialist - Chat

Role & responsibilities

We are seeking an experienced and dedicated Chat and Toll-Free Support Specialist to join our sales team. The ideal candidate will have excellent communication skills and a strong ability to respond to customer inquiries via chat and toll-free lines in a timely and accurate manner.

Key Responsibilities:

• Respond to customer inquiries via chat and toll-free lines promptly and accurately.
• Identify customer needs and provide appropriate solutions and/or responses.
• Provide customers with detailed information about our products, services, features, pricing, etc.
• Assist in processing customer orders and payments efficiently.
• Maintain a positive, empathetic, and professional attitude towards customers at all times.
• Stay updated on new products, services, and company policies.
• Develop a good understanding of our products and services to effectively communicate solutions to customers.

Service Level Agreements (SLAs) and Performance Metrics:

• Customer Satisfaction (CSAT):

  Achieve and maintain a CSAT score as per companys standards

• Turnaround Time (TAT):

  Ensure all customer inquiries are resolved within standard time

• Quality Parameters:

• Accuracy in providing information and solutions.
• Professionalism and empathy in communication.
• Adherence to company policies and procedures.
• Effective problem-solving and resolution skills.

• Response Time:

  Respond to chat inquiries within [2-3] seconds and toll-free inquiries within [X] minutes.

• Handling Time:

  Maintain an average handling time of 10 minutes per interaction.

Required Skills and Qualifications:

• Minimum of 1-3 years of experience in a global customer sales role.
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills and the ability to identify customer needs.
• Ability to provide accurate and helpful information to customers.
• Proficiency in handling customer orders and payments.
• Professional, empathetic, and patient demeanor.
• Ability to stay updated on new products, services, and policies.
• Good understanding of our products and services.

Preferred Qualifications:

• Experience in a similar industry or field.
• Familiarity with customer service software and tools.