Digital Marketing & Chat/Email Support Specialist

Job Title: Digital Marketing & Chat/Email Support Specialist

Location: Kolkata

Job Type: Full-Time

About Us

Viacon is a dynamic organization at the forefront of digital innovation. Our mission is to deliver exceptional customer experiences and cutting-edge marketing strategies. We are seeking a talented professional who combines strong communication skills with a solid foundation in digital marketing to join our team.

Job Overview

As a Digital Marketing & Chat/Email Support Specialist, you will serve as the primary point of contact for our customers via live chat and email. You will leverage your digital marketing expertise to ensure that customer interactions not only resolve inquiries but also promote our brand and enhance our online presence. The ideal candidate has a proven background in digital marketing, including relevant coursework, and is passionate about creating engaging and informative customer experiences.

Key Responsibilities

• Customer Engagement:
• Manage and respond to customer inquiries via live chat and email in a timely, professional, and empathetic manner.
• Address customer concerns, provide product/service information, and assist with troubleshooting issues.
• Digital Marketing Integration:
• Collaborate with the marketing team to integrate digital marketing strategies into customer interactions.
• Utilize digital marketing insights to promote relevant products, services, or campaigns during customer engagements.
• Monitor and analyze customer feedback to inform digital marketing initiatives.
• Content and Communication:
• Create, update, and maintain FAQ content, email templates, and chat scripts that reflect current marketing messages and campaigns.
• Ensure consistency in tone and messaging across all digital touchpoints.
• Data & Reporting:
• Track and report on customer interactions, trends, and feedback to assist in refining both support and digital marketing strategies.
• Utilize CRM and other digital tools to maintain accurate records of customer communications.
• Continuous Improvement:
• Stay current with digital marketing trends, tools, and best practices.
• Participate in training and development opportunities to enhance customer engagement and digital marketing skills.

Required Qualifications

• Experience:
• Proven experience in handling customer interactions via chat and email.
• Prior exposure to digital marketing strategies and tools.

• Education:
• Completion of a digital marketing course or certification (e.g., Google Digital Marketing, HubSpot, Facebook Blueprint, etc.) is required.
• Bachelors degree in Marketing, Communications, Business, or a related field is preferred.

• Skills:
• Excellent written and verbal communication skills.
• Strong problem-solving skills and the ability to think on your feet.
• Proficiency in CRM systems, live chat software, and email marketing platforms.
• Basic understanding of SEO, social media, and content marketing.
• Ability to multitask and work effectively in a fast-paced environment.