Customer Service Representative (CSR) – B2C Sales

Learntastic is looking for a results-driven Customer Service Representative with a strong background in B2C Sales. This role involves selling, retaining customers, identifying upsell opportunities, and delivering an exceptional customer experience across multiple communication channels.

Responsibilities:

• Handle customer interactions via calls, emails, live chat, and SMS
• Convert customer inquiries into sales and achieve conversion goals
• Identify and drive upsell and cross-sell opportunities
• Proactively retain customers by addressing concerns and providing suitable solutions
• Resolve customer issues while maintaining a high level of customer satisfaction
• Follow up with prospective and existing customers to maximize retention and revenue
• Accurately document customer interactions in the CRM
• Collaborate with internal teams to ensure timely issue resolution

Requirements:

• 1–2 years of B2C Sales experience (Mandatory)
• Customer Service experience - 2-4 Years
• Hands-on experience in upselling and cross-selling (Mandatory)
• Proven client retention/customer retention experience (Mandatory)
• Experience working towards soft targets/KPIs, such as conversion rate, customer satisfaction (CSAT), retention, first response time, and quality metrics (Mandatory)
• Experience handling customer interactions via calls, emails, and live chat (Mandatory)
• Excellent spoken and written English
• Strong communication, negotiation, and objection-handling skills
• Comfortable using CRM and customer support platforms
• Ability to work independently in a fast-paced, target-driven environment
• Experience supporting US-based customers
• Experience in EdTech, Healthcare, SaaS, or eCommerce
• Familiarity with CRM tools such as Pipedrive, HubSpot, Zendesk, Freshdesk, or Intercom