POSITION PURPOSE

Online Sales Representative handles all digital customer interactions across WhatsApp, Instagram, Facebook, and other online platforms. Responds to enquiries in real time, converts leads into orders, runs Meta ad campaigns, coordinates with internal teams, and maintains brand voice across all digital touchpoints.

KEY RESPONSIBILITIES1. Query Handling

Respond to Instagram DMs, comments, and story replies within defined response time
Attend WhatsApp Business enquiries; share product photos, prices, and availability
Understand customer requirement, suggest suitable products, share catalogue

2. Order Management

Convert enquiries into confirmed orders; capture full order details (design, size, weight, customisation)
Coordinate with dispatch/accounts for payment confirmation, invoicing, and courier dispatch
Share tracking details with customer; handle delivery queries, returns, and exchanges
Maintain order register / Excel tracker with daily updates

3. Outbound & Campaigns

Send bulk WhatsApp broadcasts — new arrivals, offers, festive collections
Circulate advertisement creatives and catalogues to customer groups and broadcast lists
Maintain and clean customer contact database; segment by buying behaviour

4. Meta Ads & Paid Campaigns

Set up and run Meta (Facebook & Instagram) ad campaigns — boosted posts, lead ads, story ads, catalogue ads
Coordinate with designer/agency for ad creatives; share product inputs, pricing, and offer details
Define and refine target audiences — location, age, interest, lookalike, and retargeting sets
Manage ad budgets within approved limits; monitor daily spend
Handle leads from Meta Lead Forms; respond within defined TAT and push to WhatsApp follow-up
Track campaign performance — reach, CTR, CPL, CPC, ROAS
Maintain Meta Business Suite / Ads Manager; keep catalogue and product feed updated
Test creatives and copy (A/B); recommend what to scale or stop
Ensure ad content follows brand voice and Meta advertising policies

5. Follow-Up & Relationship

Follow up on pending enquiries, abandoned orders, and quotations
Send birthday, anniversary, and festival wishes to customers
Call/message past customers for repeat purchase and feedback
Collect customer reviews and photos for social media use

6. Reporting

Daily report — enquiries received, orders converted, pending follow-ups
Weekly ad performance report — spend, leads generated, cost per lead, orders closed from ads
Monthly sales target achievement report

REQUIRED SKILLS

Fluent in Hindi, English, Marathi (spoken); decent written English & Hindi
Comfortable with WhatsApp Business, Instagram, bulk messaging tools
Working knowledge of Meta Business Suite and Ads Manager — campaign setup, audience targeting, basic reporting
Ability to read campaign metrics (CPL, CTR, ROAS) and act on them
Basic Excel / Google Sheets
Good convincing and follow-up ability; patient with customers
Jewellery product knowledge preferred (gold, diamond, silver basics)

Experience:

2yrs - 4yrs