Job Description – Chat Manager (Customer Engagement & Social Media Sales)
The Chat Manager is responsible for supervising all customer interactions across social media platforms, including Instagram, Facebook, YouTube, WhatsApp, and other digital channels. The role involves managing chats, comments, and direct messages, ensuring timely, professional, and accurate responses using approved communication templates.
The Chat Manager will lead the chat team, monitor response quality, and ensure that every customer enquiry is converted into a potential sales opportunity for the organization's products and services. The role also includes generating appointments, qualifying leads, increasing conversions from organic and paid campaigns, and maintaining high customer satisfaction.
Key Responsibilities
- Supervise chats, comments, and direct messages across all social media platforms.
- Ensure prompt, professional, and template-based responses to customer enquiries.
- Convert enquiries into leads, appointments, and sales.
- Manage and coach the Chat Executive team to achieve response and sales targets.
- Monitor response quality, turnaround time, and customer satisfaction.
- Coordinate with Marketing, Sales, CRM, and Operations teams for lead closure.
- Prepare daily , Weekly and monthly reports on chat volume, lead generation, conversions, and revenue.
Qualifications & Skills
- Graduate in any discipline.
- 3–5 years of experience in social media customer engagement, chat support, or digital sales, with team handling experience preferred.
- Excellent written communication skills in English and Hindi.
- Knowledge of social media platforms, CRM tools, and chat management systems.
- Strong leadership, customer service, and sales conversion skills.
Pay: ₹40,000.00 - ₹50,000.00 per month
Benefits:
- Paid time off
- Provident Fund
Experience:
- Chat Support: 3 years (Required)
- Social media customer engagement: 3 years (Required)
Location:
- Zirakpur, Punjab (Zirakpur) (Required)
Work Location: In person
