We are looking for a proactive and customer-focused individual to manage all inbound customer interactions across social media platforms, WhatsApp, and calls. The ideal candidate will not only provide excellent customer service but also drive conversions by guiding customers through their purchase journey.
Sales and Customer Care Executive
We are looking for a proactive and customer-focused individual to manage all inbound customer interactions across social media platforms, WhatsApp, and calls. The ideal candidate will not only provide excellent customer service but also drive conversions by guiding customers through their purchase journey.
Key Responsibilities
Customer Interaction & Support
- Manage and respond to all inquiries from Instagram, Facebook, WhatsApp, and website channels
- Handle inbound and outbound customer calls professionally
- Provide accurate product information, pricing, and availability
- Resolve customer concerns efficiently while maintaining brand tone
Sales Conversion
- Actively convert inquiries into sales through effective communication and follow-ups
- Upsell and cross-sell relevant products
- Guide customers from inquiry to checkout (website or in-store visit)
- Maintain a strong understanding of ongoing promotions and best sellers
Lead Management
- Track and manage customer inquiries and follow-ups
- Maintain a database of leads and repeat customers
- Ensure timely follow-up on pending inquiries to maximize conversions
Social Media Handling
- Respond to comments, DMs, and story replies promptly
- Maintain a consistent, brand-aligned tone (elegant, helpful, premium)
- Flag customer insights, trends, and feedback to the marketing team
Coordination
- Work closely with store teams and operations for stock availability and order fulfillment
- Coordinate with marketing for campaign-related inquiries and responses
Key Skills & Requirements
- Strong communication skills (written and verbal)
- Sales-oriented mindset with a passion for customer engagement
- Experience in handling social media platforms (Instagram, Facebook, WhatsApp Business)
- Good communication skills in English and Sinhala
- Pleasant, patient, and solution-oriented personality
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