Analyst
eClerx · Mumbai, Maharashtra, India
- On site
- Full-time
- $45,000 / year
- Mumbai, Maharashtra, India
Job highlights
- Handle inbound US customer calls professionally.
- Sell products and services to increase revenue.
- Address customer needs and concerns effectively.
- Document interactions in CRM system.
- Meet and exceed sales targets.
About the role
Job Description
As a Customer Care Executive for the Inbound US Voice Process with a focus on Sales and Upselling, you will be responsible for delivering outstanding customer service to customers in the United States and also selling products and services to increase revenue. You will be the first point of contact for customers who call in with inquiries, and your primary goal will be to ensure that their needs are addressed, their questions are answered, and their interest in purchasing products and services is captured.
Key Responsibilities
- Answering incoming calls from customers in a professional and courteous manner.
- Listening actively to customers and asking probing questions to fully understand their needs and concerns.
- Providing accurate and timely information to customers about products and services, pricing, and promotions, while actively seeking opportunities to upsell.
- Handling customer objections and concerns with empathy and professionalism, and working to address them to close the sale.
- Documenting all customer interactions and details of inquiries, issues, and sales in the company's CRM system.
- Meeting or exceeding individual and team sales targets.
- Maintaining a high level of knowledge about the company's products and services, as well as industry trends and best practices.
Requirements
- Excellent verbal and written communication skills in English.
- Previous experience in a customer service and sales role, preferably in a call center environment.
- Ability to multitask, prioritize, and manage time effectively.
- Strong problem-solving skills and the ability to think on your feet.
- Comfortable working in a fast-paced environment.
- Flexibility to work in rotational shifts, including evenings, weekends, and holidays.
- Familiarity with basic computer skills and knowledge of CRM systems.
Education
- Bachelor's degree in any field is preferred.
If you are a people-person with a passion for delivering outstanding customer service and have the necessary skills and experience to drive sales and upselling, we encourage you to apply for this exciting opportunity.
About Us
At eClerx, we serve some of the largest global companies – 50 of the Fortune 500 clients. Our clients call upon us to solve their most complex problems, and deliver transformative insights. Across roles and levels, you get the opportunity to build expertise, challenge the status quo, think bolder, and help our clients seize value.
About The Team
eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience. eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.
Key skills/competency
- Customer Service
- Sales
- Upselling
- Communication Skills
- Problem Solving
- CRM Systems
- Call Center
- Time Management
- Customer Relations
- B2C Sales
Skills & topics
- Customer Service
- Sales
- Upselling
- Inbound Calls
- Call Center
- CRM
- Communication Skills
- Problem Solving
- Customer Relations
- US Voice Process
How to get hired
- Tailor your resume: Highlight customer service and sales experience, emphasizing upselling achievements and CRM proficiency for the Customer Care Executive role.
- Craft a strong cover letter: Express your passion for customer service and sales, and demonstrate your understanding of eClerx's mission.
- Prepare for interviews: Practice answering behavioral questions about handling objections, problem-solving, and meeting sales targets.
- Showcase communication skills: Be ready to demonstrate excellent verbal and written English communication during the interview process.
- Research eClerx: Understand their focus on client service, technology, and data analytics to align your answers with their values.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the key responsibilities for a Customer Care Executive at eClerx?
- As a Customer Care Executive at eClerx, your key responsibilities include handling inbound US voice calls, providing exceptional customer service, actively upselling products and services, addressing customer concerns, documenting interactions in the CRM, and meeting sales targets.
- What skills are essential for this Customer Care Executive role at eClerx?
- Essential skills for this role include excellent verbal and written English communication, previous customer service and sales experience, strong problem-solving abilities, multitasking, time management, comfort in a fast-paced environment, and familiarity with CRM systems.
- Does eClerx offer opportunities for career growth in sales or customer service?
- While the job description doesn't explicitly detail career paths, eClerx's commitment to nurturing talent and their focus on client service and transformative insights suggests potential growth opportunities for high-performing Customer Care Executives.
- What is the educational requirement for the Customer Care Executive position at eClerx?
- A Bachelor's degree in any field is preferred for the Customer Care Executive position. However, relevant experience in customer service and sales is also highly valued.
- How important is sales experience for this Inbound US Voice Process role at eClerx?
- Sales and upselling experience are crucial for this role, as a primary goal is to sell products and services to increase revenue. Previous experience in a sales role is highly preferred.
- What are the work arrangements for this Customer Care Executive job at eClerx?
- This position requires flexibility to work in rotational shifts, including evenings, weekends, and holidays, indicating a dynamic work environment within the call center setting.
- How does eClerx support its employees' development in this role?
- eClerx emphasizes nurturing talent and providing hands-on experience. They aim to help employees build expertise and challenge the status quo, suggesting a supportive environment for professional development.