Sales Chat Representative  

Summary

A Sales Chat Representative is responsible managing for both sales inquiries and customer support-related issues. The specific tasks and responsibilities are as follows:

• Establish, develop, and maintain business relationships with current customers and prospective customers in the assigned territory/market segment to generate new business for the organization’s products/services.
• Handle and resolve day-to-day customer inquiries.
• Continuously provide quality customer service by evaluating and identifying opportunities to drive process improvements to positively impact clients and convince customers in placing an order.
• Provide assistance by resolving customer inquiries to achieve customer satisfaction and substantially contribute to the company’s sales volume goals.
• Provide initiative in delivering administrative assistance to the team.
• Accomplish administrative duties in a timely manner.

CRITICAL FUNCTIONS

Sales Chat Support and Client Service

• Assist and manage inbound chats from prospective customers by providing response to all inquiries regarding items.
• Handle customers' inquiries through chat and email and keep record of customer transactions.
  • Guide and customers through email on placing a ticket / order or claim.
  • Provide general information regarding client’s orders.
  • Guide customer in uploading artworks on the order.
• Provide general troubleshooting steps regarding customer concerns.
• Improve the quality of the customer interaction and data on a daily basis.
• Monitor customers' orders to ensure production and ship items on time.
• Upsell or provide suggestions that best suit customer’s needs.
• Perform customer verifications, process orders, forms, applications, and requests from clients.
• Use sound judgement regarding when to escalate issues to management.

Ensures Proper Customer Process

• Provide timely and accurate information to incoming customer order status and product knowledge requests.
• Recommend potential and alternate products or services.
  • Order changes and claims by collecting customer information and analyzing customer needs.
• Provide timely feedback to the company regarding service failures or customer concerns.
• Provide proper documentation on the order or claims handled.
• Engage to customer to ensure all important details are completed and ensure that expectations and issues are properly addressed.

Administrative Duties

• Send email requests to the team lead in a timely manner to resolve issues.
• Access the company’s internal systems to obtain and extract order information.
• Provide customer service management with the data for inclusion in various scheduled and special reports.
• Complete add-on assignments within the established deadline and with 100% accuracy.

• College graduate preferably a Bachelor of Science in Commerce, Accounting, Business, Statistics, or any related field.
• 1 year comparable Sales and/or Customer Service experience required.
• Prior experience in a BPO organization is a plus.
• Knowledgeable of:
  • Professional and effective telephone techniques and customer care.
  • Word processing and spreadsheets.
• Excellent English communication skills, both verbal and written.
• Excellent organizational skills.
• Skill in data entry.
• Ability to:
  • Multitask.
  • Respond to rapid change.
  • Prioritize and perform work with moderate supervision.