Analyst

eClerx; Maharashtra; On-site; INR 300,000 - 600,000; Full time

Job summary

eClerx is hiring an Inbound Chat – Analyst to engage US customers via chat, delivering service while actively upselling products and services to boost revenue. You will be the first contact for chat inquiries and aim to address needs, answer questions, and capture sales opportunities.

You will work in a fast-paced environment, collaborating with the team to achieve targets, while maintaining a high level of product knowledge and customer focus.

Qualifications

• Excellent written English communication.
• Experience in customer service and sales, preferably via chat/online.
• Ability to multitask, prioritize and manage time effectively.
• Strong problem-solving skills and quick thinking.
• Comfortable in a fast-paced environment.
• Willingness to work in rotational shifts (evenings, weekends, holidays).
• Familiarity with computer basics and CRM systems.

Responsibilities

• Respond to incoming chats promptly in a professional, courteous manner.
• Understand customer needs and provide accurate information on products, pricing, and promotions.
• Upsell and cross-sell products and services where appropriate.
• Handle objections with empathy and professionalism to close sales.
• Document interactions and inquiries in the CRM system.
• Meet or exceed individual and team sales targets; upsell on opportunities.
• Maintain knowledge of products, services, and industry trends.

Skills

Excellent English

CRM knowledge

Multitasking

Time management

Problem solving

Education

Bachelor's degree

Tools

CRM systems

Job description

Job Description: Inbound Chat – Analyst
As a Customer Care Executive for the Inbound US Chat 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 chat 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.

Job Description: Inbound Chat – Analyst
As a Customer Care Executive for the Inbound US Chat 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 chat 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 chats from customers in a professional and courteous manner.
• Engaging customers in conversation to understand their needs and concerns, and to provide accurate and timely information about products and services, pricing, and promotions.
• Proactively seeking opportunities to upsell and cross-sell products and services to customers.
• 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.
• Meeting or exceeding individual and team sales targets. Upselling on every opportunity Chat.
• Maintaining a high level of knowledge about the company’s products and services, as well as industry trends and best practices.

Requirements:

• Excellent written communication skills in English.
• Previous experience in a customer service and sales role, preferably in a chat or online environment.
• Ability to multitask, prioritize, and manage time effectively.
• Strong problem-solving skills and the ability to think on your feet.
• Comfortable working in a fast-paced environment.
• Flexibility to work in rotational shifts, including evenings, weekends, and holidays.
• Familiarity with basic computer skills and knowledge of CRM systems.

Education:

• Bachelor's degree in any field is preferred.

About The Team
eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.