Posted:3 days ago|
Platform:
On-site
Full Time
All customer interaction channels: WhatsApp, Helpline calls, App enquiries, web chat
. Ensure TAT-based query resolution (orders, product availability, delivery, returns, payment issues). Build SOPs, scripts, escalation matrix, and tracking mechanisms. Monitor customer query trends to flag product gaps, catalogue issues, and delivery pain pointsManagement & Inside Sales. Manage incoming generated by marketing and field teams (mechanic sign-ups, product enquiries, promotions). Convert incoming into orders / repeat orders / catalogue adoption. Design inside sales playbook: pitch formats, objection-handling guides, mechanic call scripts. Own funnel KPIs: order %, repeat rate, conversion time Team Management. Manage a team of 4-8 Customer Executives / Inside Sales Agents. Train team on product knowledge, mechanic behaviors, catalogue usage & CRM. Build incentive plans focused on conversion, CSAT, and repeatengagement
Experience in customer care, inside sales, or contact center, ideally in B2B or
supply-chain-led business. Strong communication skills (Hindi + English essential Telugu/Kannada/Marathiadvantageous). Ability to build and manage scripts, playbooks, SOPs, dashboards, FCR, SLAs. Familiarity with CRM tools, WhatsApp Business API, VOIP systems, or customer softwareStrong problem-solving skills and ability to drive conversion under pressure
Michael Page
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17.0 - 18.0 Lacs P.A.
