Customer Operation Analyst (Voice/Chat Process)

Roles & Responsibilities: Inbound Voice / Digital Support Analyst

As a Customer Care Executive for the InboundH US Voice Process with a focus on Sales and Upselling, you will be responsible for delivering outstanding customer service to customers in the United States and also selling products and services to increase revenue. You will be the first point of contact for customers who reach out via voice calls and other digital channels with inquiries, and your primary goal will be to ensure that their needs are addressed, their questions are answered, and their interest in purchasing products and services is captured.

Key Responsibilities:

• Responding to incoming calls from customers in a professional and courteous manner with the intent of selling company products or services.
• Engaging customers in conversation to understand their needs and concerns, and to provide accurate and timely information about products and services, pricing, availability and promotions.
• Prepares and follows up verbally on customer quotes and proactively seeking opportunities to upsell and cross-sell products and services to customers
• Requests and coordinates discounted prices on orders, handling customer objections and concerns with empathy and professionalism, and working to address them to close the sale.
• Documenting all customer interactions and details of inquiries, issues, and sales in the company's CRM system. Input all sales orders as a result of customer negotiations
• Maintaining a high level of knowledge about the company's products and services, as well as industry trends and best practices.
• Manage quality standards on call communication and perform other duties as assigned.

Required Skills:

• 1 + years sales or BPO experience required, preferably in a Voice and online environment.
• Outstanding written and verbal communication skills
• Demonstrated high level of dependability with attention to detail.
• Ability to organize, prioritize, multitask and manage time effectively.
• Intermediate (or higher) proficiency in MS Word, Excel, Explorer and Outlook
• Ability to organize, prioritize, comfortable working in a fast-paced environment, attention to detail, handle multiple tasks and work under time constraints is required
• Basic math/spelling skills required
• Must be able to type a minimum of 30 wpm
• Strong problem-solving skills and the ability to think on your feet
• Flexibility to work in US rotational shifts, including evenings, weekends, and holidays.
• Familiarity with basic computer skills and knowledge of CRM systems.

Interested candidates can share their resumes to debabrata.sahu@eclerx.com