Chat Support Executive

Role & responsibilities

• Handle pre-booking customer inquiries through live chat and convert them into direct sales with a strong 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.