Customer Relations Executive

The Senior Academic Sales & Lead Conversion Executive is the primary revenue driver for the business. This role is designed for a relentless, target-driven closer who thrives in a fast-paced environment. You will be responsible for handling a high volume of inbound leads, rapidly decoding complex academic briefs, and leveraging value-based selling to convert inquiries into high-margin orders. The incumbent must possess aggressive sales acumen, exceptional communication skills, and the ability to consistently generate a minimum of target revenue while seamlessly managing client relationships and post-sale escalations.

1. Lead Conversion & Revenue Maximization

• Rapidly respond to and convert inbound leads and employ value-based selling techniques to command premium pricing, ensuring maximum profit margins for the business on every order.
• Consistently meet and exceed a rigorous daily revenue generation target.
• Proactively chase down old leads, dead pipelines, and dormant prospects to revive interest and secure new orders.

2. Academic Scoping & Client Consultation

• Thoroughly analyze and understand complex academic tasks, including briefs, university instructions, word counts, referencing styles (APA, MLA, Harvard, etc.), and specific marking rubrics.
• Act as a highly confident academic consultant, convincing the client that our team is the absolute best in the industry to handle their specific task.
• Assure clients of top-tier quality and strictly adhere to closing strategies that guarantee them peace of mind regarding their academic success and highest possible grading outcomes.

3. Communication & Relationship Management

• Engage with clients across multiple communication channels including Live Chat, IMs (WhatsApp, Telegram), Phone Calls, and Google Meets.
• Handle existing inquiries, status updates, and client anxieties regarding orders placed on previous days.
• Address and resolve client escalations swiftly, acting as the first line of defense to de-escalate concerns before they turn into refund requests.

4. Order Creation & Pipeline Management

• Accurately create and log orders in the CRM/delivery panel, ensuring all academic requirements and pricing details are captured flawlessly for the Operations/Delivery team.
• Maintain a meticulously organized sales pipeline, scheduling follow-ups and tracking the status of every prospect.
• Collaborate with the Order Delivery & Client Success Manager to ensure a smooth handover of client expectations and deliverables.

Essential

• 25 years of proven experience in hardcore sales, ideally within the academic writing, EdTech, or freelance service industries.
• Exceptional closing skills with a proven track record of hitting aggressive daily/monthly revenue targets.
• Strong academic comprehensionability to quickly scan and understand university-level assignment briefs, rubrics, and technical requirements.
• Mastery of objection handling and the psychological drivers of high-ticket B2C sales.
• Flawless written and verbal communication skills; highly persuasive and articulate on calls and in live chat environments.
• High resilience and the ability to thrive under the pressure of aggressive daily quotas and demanding clients.

Preferred

• Prior experience specifically selling academic writing or tutoring services.
• Familiarity with CRM software, ticketing systems, and live chat platforms (e.g., Intercom, Zendesk, Tawk.to).
• Experience handling client escalations and retaining revenue during dispute scenarios.

MetricTarget

Daily Revenue Generation - To be defined by the Sales HoD

Lead-to-Order

Conversion Rate 75% of actionable inbound leads

Average Order Value (AOV)Maintained above baseline (premium pricing focus)

Response Time (Chat/IM)< 60 seconds very incoming chat

Follow-up Compliance100% of dormant leads touched weekly

Order Scoping Accuracy< 5% of orders flagged by the Delivery Team for missing scope

What Success Looks Like in This Role

• You are consistently hitting or exceeding the revenue target benchmark, operating as a top-tier profit driver for the company.
• Clients feel completely assured and confident in our services, willingly paying premium rates because of your consultative sales approach.
• Orders are logged perfectly, meaning the Operations team rarely has to return to you for missing rubrics, briefs, or word counts.
• Old leads are not wasted; your pipeline management ensures a steady stream of secondary revenue from follow-ups.
• Escalations and post-sale inquiries are handled smoothly, maintaining trust and protecting the business's bottom line.