Inbound Sales Representative – Chat

Jobtailor; Medellín; Presencial; COP 22.320.000 - 40.176.000; Jornada completa

Descripción de la vacante

Jobtailor in Medellín seeks a proactive customer support specialist to handle inbound inquiries via live chat, guiding customers to the right product for maximum satisfaction. You will work with teams to improve products and processes, using CRM tools to document cases and drive conversion.

Fluent English (UK) writing is required, and you will manage secure payments, upgrades, and refunds while meeting performance KPIs and maintaining data security standards.

Formación

• Proven experience in inbound sales, customer support, or live chat roles—ideally within eCommerce, SaaS, telecoms or travel industries.
• Excellent written communication skills in English (UK) with the ability to write clear, concise and friendly messages to customers.
• Comfortable working with chat and CRM platforms; experience with Zendesk, Intercom, or similar is advantageous.
• Strong problem-solving skills and the ability to make sound commercial decisions under time pressure.
• Basic numeracy and experience handling payments and refunds securely.
• Flexible approach to shifts to cover peak chat volumes (including occasional evenings or weekends depending on the team rota).

Responsabilidades

• Respond to inbound customer enquiries via live chat, delivering clear, helpful, and friendly guidance in line with Holafly’s tone of voice.
• Understand customers’ needs quickly and recommend the most appropriate product or solution to maximise conversion and satisfaction.
• Meet and exceed individual and team KPIs, including conversion rate, average handling time, customer satisfaction (CSAT), and revenue per contact.
• Use the CRM and internal knowledge base to capture accurate customer information and ensure high-quality case documentation.
• Handle payments, upgrades, and refunds via secure processes and elevate issues to specialist teams when required.
• Collaborate with Product, Marketing and Operations to surface common customer issues and suggest improvements to product, content and processes.
• Contribute to continuous improvement by sharing insights from customer interactions and participating in training and feedback sessions.
• Apply company policies and compliance requirements consistently, including data protection and payment security standards.

Conocimientos

Inbound Sales

Customer Support

CRM proficiency

Payment Handling

Refund Processing

Basic Numeracy

Clear Communication

Herramientas

Zendesk

Intercom

CRM Platforms

Descripción del empleo

• Respond to inbound customer enquiries via live chat, delivering clear, helpful, and friendly guidance in line with Holafly’s tone of voice.
• Understand customers’ needs quickly and recommend the most appropriate product or solution to maximise conversion and satisfaction.
• Meet and exceed individual and team KPIs, including conversion rate, average handling time, customer satisfaction (CSAT), and revenue per contact.
• Use the CRM and internal knowledge base to capture accurate customer information and ensure high-quality case documentation.
• Handle payments, upgrades, and refunds via secure processes and elevate issues to specialist teams when required.
• Collaborate with Product, Marketing and Operations to surface common customer issues and suggest improvements to product, content and processes.
• Contribute to continuous improvement by sharing insights from customer interactions and participating in training and feedback sessions.
• Apply company policies and compliance requirements consistently, including data protection and payment security standards.

Requirements

• Proven experience in inbound sales, customer support, or live chat roles—ideally within eCommerce, SaaS, telecoms or travel industries.
• Excellent written communication skills in English (UK) with the ability to write clear, concise and friendly messages to customers.
• Comfortable working with chat and CRM platforms; experience with Zendesk, Intercom, or similar is advantageous.
• Strong problem-solving skills and the ability to make sound commercial decisions under time pressure.
• Basic numeracy and experience handling payments and refunds securely.
• Flexible approach to shifts to cover peak chat volumes (including occasional evenings or weekends depending on the team rota).

Core Competencies

Demonstrates expertise in inbound sales and customer support, with a strong focus on communication, problem-solving, and compliance with data protection and payment security standards. Proficient in using CRM platforms to enhance customer interactions and drive conversion rates.

Highest-signal resume keywords

• Inbound Sales Experience
• Customer Support Expertise
• CRM Platform Proficiency
• Excellent Written Communication
• Problem-Solving Skills

ATS Optimization Keywords

Hard Skills

• Inbound Sales
• Customer Support
• Payment Handling
• Refund Processing
• Basic Numeracy

Soft Skills

• Clear Communication
• Friendly Guidance
• Flexibility

Industry Keywords

• ECommerce
• SaaS
• Telecoms
• Travel
• Data Protection
• Payment Security

Tools & Technologies

• Zendesk
• Intercom
• CRM Platforms