The Sales Support Executive is the first point of contact for potential customers engaging with the company via WhatsApp and Facebook Messenger. This role is focused on responding promptly and professionally to inquiries, nurturing leads, and converting online conversations into showroom appointments. The ideal candidate is highly organized, customer-focused, and driven to achieve measurable conversion KPIs.
Responsibilities
Customer Engagement & Support:
- Respond promptly and professionally to incoming messages on WhatsApp and Facebook Messenger.
- Address basic queries regarding products, pricing, availability, and services.
- Provide personalized guidance to potential customers to enhance engagement.
Lead Conversion:
- Convert online inquiries into confirmed showroom appointments.
- Maintain a clear follow-up schedule to maximize conversion rates.
- Collaborate with sales and showroom teams to ensure smooth handover of appointments.
CRM & Reporting:
- Log all customer interactions accurately in the CRM or lead management system.
- Track conversion metrics and report on performance regularly.
- Identify trends in inquiries to provide insights for marketing and sales strategies.
Collaboration & Process Improvement:
- Work closely with sales, marketing, and operations to streamline lead management.
- Provide feedback on common customer concerns or recurring questions.
- Suggest improvements to chat processes, templates, or automation tools.
Requirements
- At least 1 year experience in customer support, sales support, or chat-based engagement preferred.
- Strong written communication skills; ability to engage naturally and professionally online.
- Familiarity with WhatsApp, Facebook Messenger, and CRM systems.
- Highly organized, self-motivated, and able to manage multiple conversations simultaneously.
- Basic understanding of sales processes and lead nurturing strategies.
