Analyst - Inbound Chat Customer Operations

About eClerx

eClerx is a global provider of business process management, automation, and analytics, serving major Fortune 2000 companies across sectors like financial services, communications, retail, fashion, media & entertainment, manufacturing, travel, and technology. Established in 2000, eClerx is publicly listed in India and employs around 13,000 people worldwide.

Job Overview

We are seeking an Analyst for the Inbound Chat team within Customer Operations based in Pune, working US shift hours. This role focuses on delivering exemplary customer service and driving sales through chat interactions with customers in the United States.

Key Responsibilities

• Professionally respond to inbound customer chat inquiries.
• Engage with customers to comprehend their needs and provide detailed information regarding products, services, prices, and promotional offers.
• Identify and act on opportunities to upsell or cross-sell products and services.
• Address customer objections empathetically and professionally to facilitate successful sales closings.
• Accurately record all customer interactions, issues, and sales activities within the company's CRM system.
• Achieve or surpass individual and team sales goals.
• Stay well-informed about company offerings, market trends, and best practices.

Requirements

• Strong proficiency in written English communication.
• Prior experience in customer service and sales, ideally in an online chat setting.
• Effective multitasking, prioritization, and time management capabilities.
• Quick problem-solving aptitude with the ability to think and act promptly.
• Ability to thrive in a fast-paced environment.
• Willingness to work flexible rotational shifts including evenings, weekends, and holidays.
• Basic computer skills and familiarity with CRM software.
• Completion of a bachelor's degree in any discipline is preferred.