We are looking for a Chat Specialist to manage website chat and online customer enquiries and convert website visitors into qualified sales opportunities.
The Chat Specialist will be the first point of contact for many prospective customers. The role requires fast response, excellent written communication, strong product/course knowledge and the ability to identify genuine buying intent.
The objective is not simply to answer chats, but to engage, qualify, assist and convert visitors into leads or enrolments.
Key Responsibilities
Live Chat Management
- Monitor and respond to website chats promptly.
- Engage website visitors in a professional and helpful manner.
- Understand the visitor's requirement through relevant questions.
- Provide accurate basic information about courses, schedules, delivery modes, locations and certification.
- Identify whether the enquiry is for an individual or corporate requirement.
- Handle multiple chats while maintaining response quality.
Lead Qualification
Qualify visitors based on:
- Course/training requirement
- Individual or corporate requirement
- Number of participants
- Preferred location
- Preferred training mode
- Preferred dates
- Certification requirement
- Budget/timeline, where appropriate
- Contact details and preferred follow-up method
Lead Conversion & Handover
- Identify HOT, WARM, COLD, FUTURE and SPAM enquiries based on defined qualification criteria.
- Capture complete lead information in the CRM.
- Immediately escalate/assign qualified HOT leads to the appropriate Business Sales Specialist.
- Ensure the Sales Specialist receives sufficient information to continue the conversation without asking the customer to repeat everything.
- Follow up with visitors where required.
- Encourage direct enrolment for clearly defined individual course enquiries where appropriate.
Course & Product Knowledge
Develop strong working knowledge of Invensis Learning programmes, including:
- PMP
- CAPM
- PMI-ACP
- PRINCE2
- ITIL
- Lean Six Sigma
- Agile/Scrum
- DevOps
- COBIT
- Microsoft Project
- Other Invensis skilled certification programmes
The Chat Specialist should be able to answer standard questions and know when a query requires escalation to Sales, Operations or another internal team.