Customer Support Executive- Ahmedabad

Job Overview:

As a Customer Support Executive in the Business Development team at Cogoport, you will play a key role in engaging with potential customers over the phone, generating leads, and introducing them to Cogoports platform. Your role is critical in driving customer acquisition by identifying potential business opportunities and qualifying prospects to hand over to the sales team. You will ensure the smooth transition of leads into the sales pipeline, ultimately contributing to business growth.

Key Responsibilities:

• Cold Calling & Lead Generation: Make outbound calls to potential customers, introducing them to Cogoports logistics and supply chain solutions, and understanding their business needs.
• Customer Profiling: Gather detailed information on customer pain points, shipment requirements, and business challenges to qualify leads effectively for the sales team.
• Lead Nurturing: Follow up with prospects, answer queries, and maintain a strong pipeline of potential clients for further engagement.
• Customer Acquisition: Support the business development team by generating qualified leads that can be converted into long-term customers.
• Relationship Building: Develop and maintain a professional rapport with potential customers, ensuring smooth communication and addressing their queries efficiently.
• Handling Inquiries & Complaints: Act as the first point of contact for customers, addressing initial inquiries and directing complex issues to the appropriate teams for resolution.
• Collaboration with Sales & Operations Teams: Work closely with the sales and operations teams to ensure a seamless handover of leads and support customer onboarding processes.

Key Performance Indicators (KPIs):

• Number of Calls Connected: The total number of successful cold calls made to potential customers, reflecting outreach efforts.
• Lead Generation: The number of qualified leads generated through telephonic outreach.
• Lead Conversion Rate: The percentage of calls resulting in potential customers expressing interest or booking a follow-up.
• Customer Retention Support: Assisting the business development team in retaining customers by ensuring effective communication.

Skills and Qualifications:

• Education: Graduate or equivalent with 1-2 years of experience in telecalling, preferably in sales or business development.
• Sales & Customer Service Experience: Prior experience in logistics, freight forwarding, or supply chain industry is highly preferred.
• Communication Skills: Excellent communication and relationship-building skills, with fluency in both Hindi and English.
• Adaptability & Problem-Solving: Ability to manage multiple tasks in a fast-paced environment, addressing customer queries proactively.
• Negotiation & Persuasion: Strong persuasion skills to introduce Cogoports value proposition effectively and convert leads.