- Answer customer calls help / clarify / suggest appropriately ensuring sale of the products.
- Build relationship with customers, understand their needs and up sell appropriate products.
- Ensure registration & sales data are processed to create a funnel-pipeline for webinar sales.
- Ensure pre sales enquiries processed to create a funnel-pipeline for webinar sales.
- Ensure customer incoming calls handled well to make quick sale situation.
- Research to gain more customer data.
- Collect and capture Data regarding sales, enquiries or opportunities and forward them to BD & Sales Head to suggest or take action.
- Involve self in continuous data building for future webinar sales.
- Involve self in customer surveys to gain valuable insight to business needs & future deals.
- Help analyze & use data from surveys
- Help in customer call flow - web logistics - customer support - whenever necessary.
- Meet customer requirements through first contact resolution, if required engage the customer with more business talking
- Provide additional services & trainings as & when needed to customer & update customer file history
- Effectively Handle/transfer customer requests to an appropriate desk & be alert.
- Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
- Place and/or receive customer enquiries that may require deviation from a script or sales flow process.
- Provide answers and/or advice to customers based on their particular requirements and customer profile.
- Troubleshoot & research and analyze customer problems with payment gateway (non technical), service-WebEx, disconnects while payment is processed.
- Conduct needs-based selling by using non-scripted probing techniques to determine customer needs and to offer the most appropriate training session & handle corporate sales leads effectively.
Desired Candidate Profile:
- Education & Professional Certifications: Graduation; 10+2+3/4 years of formal education
- International call center experience; 12 to 36 months of real time experience in US/UK/Canadian Geo
- Knowledge of Time Zones
- Knowledge of US culture
- Knowledge of US business & Grasp of International business is preferred. Knowledge of basic computer operations & Ability to learn.
- Willingness to rotate/delay shifts as needed by the business needs & centre head.
- Courteous with solid customer service orientation & Dependable with proficient attention to detail.
- Good listening and responding skills for US/UK Calls.
- Possess a drive to achieve as well as insight into self and others.
- Good selling skills with the ability to be flexible in up selling & cross selling.
- Participate in activities designed to improve customer satisfaction and business performance. Maintain broad knowledge of trainings offered, prices & dates, experts, speakers, running promotions, standard procedures, and other important issues through management communications, meetings, pep up focus groups, and formal or informal training.
- Communicate effectively with individuals/teams in the business/shift to ensure high quality and timely expedition of customer requests & resolve.
Contact Person : Soumya (HR)
Contact Number : +91-XXXXXXXXXX
📌 Customer Service (India)
🏢 NetZealous Services India
📍 India
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