Role & responsibilities

- Handle pre-booking customer inquiries through live chat and convert them into direct sales with a solid focus on conversion.
- Drive upselling and cross-selling opportunities during customer interactions.
- Provide accurate information on properties, pricing, and offers to influence booking decisions.
- Proactively engage visitors and convert inquiries into confirmed bookings.
- Resolve customer objections and guide them toward faster decision-making.
- Manage multiple chats simultaneously while maintaining high response quality.
- Maintain proper documentation and chat logs in CRM/tools.
- Resolve customer issues efficiently while ensuring high customer satisfaction.
- Escalate complex issues to the relevant teams as per defined SOPs.
- Adhere to company guidelines, quality standards, and turnaround times (TAT).
- Meet individual and team KPIs, including conversion,



response time, resolution rate, and CSAT.
- Take complete ownership of every customer chat from initiation to closure, with a strong focus on maximizing conversions and driving revenue through effective sales, upselling, and cross-selling.
- Coordinate with internal teams to ensure timely query resolution.

Required Skills & Qualifications:

- Excellent written communication skills in English.
- Ability to multitask and manage multiple chats simultaneously.
- Strong customer handling, objection resolution, upselling, and sales skills.
- Performance-driven with a proven ability to achieve conversion targets.
- Willingness to work in rotational shifts.
- 5 days off per month.

📌 Chat Support Executive (Gurugram)
🏢 OYO
📍 Gurugram