International chat process

eClerx LLC; Mohali, Chandigarh; On-site; INR 300,000 - 420,000; Full time

Job summary

eClerx LLC in Mohali, India is seeking an Inbound Chat Analyst to handle US chat support with a focus on sales and upselling. You will respond to customer inquiries, provide product information, and drive revenue through upsell opportunities while maintaining high service standards.

The role requires strong English writing, chat-based customer service experience, CRM familiarity, and the ability to work in a fast-paced, rotational shift environment including evenings, weekends, and holidays.

Qualifications

• Excellent written communication in English.
• Prior customer service and sales experience, preferably in chat.
• Ability to multitask, prioritize and manage time.
• Willingness to work rotational shifts, including evenings and weekends.
• Familiarity with CRM systems.

Responsibilities

• Respond to incoming chats from customers in a professional and courteous manner.
• Engage customers to understand needs and provide product information, pricing and promotions.
• Upsell and cross-sell products and services to customers.
• Handle objections with empathy and professionalism to close the sale.
• Document all interactions and sales in the CRM; meet sales targets.

Skills

Excellent English

Customer service

Sales experience

Multitasking

CRM knowledge

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.

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.