Analyst - Inbound Chat (Customer Operations)

Role overview

This position is for an Analyst in the Inbound Chat function within Customer Operations. The role is based in Mumbai, Maharashtra, with a full-time onsite setup. It supports a US customer base and is centered on customer service along with sales and upselling through chat.

Working details

The shift pattern is US shift. The management level for this role is Analyst, and there are no travel requirements.

What you will do

You will be the first point of contact for customers reaching out through chat. Your focus will be to resolve questions, provide relevant product and service information, and identify opportunities to increase revenue through sales, upselling, and cross-selling.

• Reply to incoming customer chats in a prompt, polite, and professional way.
• Understand customer needs, clarify concerns, and share accurate details about products, services, pricing, and promotions.
• Identify opportunities to recommend additional products or services that match customer needs.
• Handle objections and concerns with empathy while working toward successful sales closure.
• Record customer conversations, issue details, and sales outcomes in the CRM system.
• Work toward individual and team sales goals.
• Stay updated on company offerings, relevant industry developments, and current best practices.

Requirements

This role calls for strong written English, prior exposure to customer service and sales in a chat or online setting, and the ability to work effectively in a quick-moving environment.

• Strong written communication skills in English.
• Previous experience in customer service and sales, preferably in chat-based or online support.
• Ability to manage multiple tasks, set priorities, and use time efficiently.
• Good problem-solving ability and quick thinking under pressure.
• Comfort with a fast-paced work environment.
• Willingness to work rotating shifts, including evenings, weekends, and holidays.
• Basic computer literacy and familiarity with CRM tools.

Education

A bachelor's degree in any discipline is preferred.

About the employer

eClerx is a global provider of productized services that combines people, technology, and domain knowledge to improve business outcomes. Founded in 2000, the company works with clients across financial services, telecommunications, retail, high-tech, and other industries. With more than 18,000 employees worldwide, eClerx focuses on automation, analytics, and process management to help organizations improve efficiency and growth.

About Customer Operations

The Customer Operations team works to enhance the complete customer journey through advanced analytics, automation, omnichannel support, and field technical operations, turning everyday touchpoints into stronger customer experiences.

Equal opportunity statement

eClerx is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected characteristic under applicable law.