Sales Support (Chat & Call)

Eligo Infigo Ventures LLP; Kozhikode district; On-site; INR 240,000 - 360,000; Full time

Job summary

Eligo Infigo Ventures LLP seeks a motivated E-commerce Sales Support Executive to be the first point of contact for online shoppers, answering product questions, guiding purchases, and tracking orders in a fast-paced online environment.

You will use English and Malayalam (with possible additional languages) to manage multiple chats and calls, maintain product knowledge, and collaborate with marketing to enhance customer experience and online sales.

Qualifications

• Proven experience in customer support or sales (live chat & call is a plus).
• Excellent written communication with a focus on clarity and customer service.
• Multitask and handle multiple chats simultaneously.
• Familiarity with CRM and chat support software is a plus.

Responsibilities

• Handle and resolve customer inquiries via live chat and calls in a timely, professional manner.
• Provide product information, guide purchases, and assist in placing orders.
• Identify customer needs and offer solutions or alternatives.
• Collaborate with marketing to enhance customer experience and sales processes.
• Maintain up‑to‑date knowledge of products, services, and promotions.
• Track and follow up on sales leads from chat and call interactions.
• Troubleshoot order or service issues and escalate complex cases.
• Ensure customer satisfaction and follow up on open inquiries.
• Prepare reports on chat metrics (response time, resolution time, feedback).
• Suggest improvements to improve chat efficiency and satisfaction.

Skills

English

Malayalam

Additional language

Tools

Wati

Meta Business Suite

Smartflo IVR

Job description

Job Overview:

We are looking for a highly motivated and customer-focused E‑commerce Sales Support Executive (Chat & Call) to join our team. In this role, you will be the first point of contact for online shoppers, assisting them with product inquiries, order tracking, and guided purchases. You will play a key role in improving customer satisfaction and driving online sales by providing timely, accurate, and friendly support through live chat and phone calls.If you have strong communication skills, enjoy helping customers, and thrive in a fast-paced e‑commerce environment, this position offers an excellent opportunity to grow your career in online sales and customer support.

• Languages: Fluency in English and Malayalam (read, write, speak), along with proficiency in at least one additional language such as Hindi, Tamil, Kannada, or Telugu.

Key Responsibilities:

• Handle and resolve customer inquiries via live chat & Call in a timely and professional manner.
• Provide product information, guidance on purchases, and support in placing orders.
• Assist in identifying customer needs and offering solutions or alternatives.
• Collaborate with the marketing teams to enhance the customer experience and sales processes.
• Maintain up-to-date knowledge of the company's products, services, and promotions.
• Track and follow up on sales leads generated from chat & call interactions.
• Troubleshoot any issues related to customer orders or services and escalated complex cases to the appropriate department.
• Ensure customer satisfaction and follow up on open inquiries.
• Prepare reports on chat metrics, including response time, resolution time, and customer feedback.
• Suggest improvements to enhance chat support efficiency and customer satisfaction.

Qualifications:

• Proven experience in customer support or sales (experience with live chat & call is a plus).
• Excellent written communication skills with a focus on clarity and customer service.
• Ability to multitask and handle multiple customer chats simultaneously.
• Familiarity with CRM and chat support software (e.g., Wati, Meta Business Suite, Smartflo Ivr, etc. is a plus).
• Strong problem-solving abilities and a proactive approach to customer issues.
• Ability to work independently as well as in a team environment.
• Basic knowledge of sales principles and techniques is preferred.

Skills:

• Strong interpersonal skills.
• Quick learner who adapts to new systems and tools.
• Time management and attention to detail.
• Goal-oriented and capable of working under pressure.