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All customer interaction channels: WhatsApp, Helpline calls, App enquiries, web chat
. Ensure TAT-based query resolution (orders, product availability, delivery, returns, payment issues)
. Build SOPs, scripts, escalation matrix, and tracking mechanisms
. Monitor customer query trends to flag product gaps, catalogue issues, and delivery pain pointsManagement & Inside Sales
. Manage incoming generated by marketing and field teams (mechanic sign-ups, product enquiries, promotions)
. Convert incoming into orders / repeat orders / catalogue adoption
. Design inside sales playbook: pitch formats, objection-handling guides, mechanic call scripts
. Own funnel KPIs: order %, repeat rate, conversion time Team Management
. Manage a team of 4-8 Customer Executives / Inside Sales Agents
. Train team on product knowledge, mechanic behaviors, catalogue usage & CRM
. Build incentive plans focused on conversion, CSAT, and repeat
engagement
Experience in customer care, inside sales, or contact center, ideally in B2B or
supply-chain-led business
. Strong communication skills (Hindi + English essential Telugu/Kannada/Marathi
advantageous)
. Ability to build and manage scripts, playbooks, SOPs, dashboards, FCR, SLAs
. Familiarity with CRM tools, WhatsApp Business API, VOIP systems, or customer software
Strong problem-solving skills and ability to drive conversion under pressure
Michael Page has five decades of expertise in professional services recruitment. We were established in London in 1976, and over this period we've grown organically to become one of the best-known and most respected consultancies, with an office network spanning six continents.
While size has its advantages, it doesn't define us - the nature of our organic growth means that each new office is integrated into the region that it serves. It also means that as an employer looking to hire, or as a candidate aiming to grow your career you have the best of both worlds; a team that understands the market and geography you operate in, plus the resources and expertise of an international network at your disposal.
Job ID: 136012853
