Inbound Sales Representative - Chat

• Respond to inbound customer enquiries via live chat, delivering clear, helpful, and friendly guidance in line with Holafly’s tone of voice.
• Understand customers’ needs quickly and recommend the most appropriate product or solution to maximise conversion and satisfaction.
• Meet and exceed individual and team KPIs, including conversion rate, average handling time, customer satisfaction (CSAT), and revenue per contact.
• Use the CRM and internal knowledge base to capture accurate customer information and ensure high-quality case documentation.
• Handle payments, upgrades, and refunds via secure processes and elevate issues to specialist teams when required.
• Collaborate with Product, Marketing and Operations to surface common customer issues and suggest improvements to product, content and processes.
• Contribute to continuous improvement by sharing insights from customer interactions and participating in training and feedback sessions.
• Apply company policies and compliance requirements consistently, including data protection and payment security standards.

Requirements

• Proven experience in inbound sales, customer support, or live chat roles—ideally within eCommerce, SaaS, telecoms or travel industries.
• Excellent written communication skills in English (UK) with the ability to write clear, concise and friendly messages to customers.
• Comfortable working with chat and CRM platforms; experience with Zendesk, Intercom, or similar is advantageous.
• Strong problem-solving skills and the ability to make sound commercial decisions under time pressure.
• Basic numeracy and experience handling payments and refunds securely.
• Flexible approach to shifts to cover peak chat volumes (including occasional evenings or weekends depending on the team rota).

Core Competencies

Demonstrates expertise in inbound sales and customer support, with a strong focus on communication, problem-solving, and compliance with data protection and payment security standards. Proficient in using CRM platforms to enhance customer interactions and drive conversion rates.

Highest-signal resume keywords

• Inbound Sales Experience
• Customer Support Expertise
• CRM Platform Proficiency
• Excellent Written Communication
• Problem-Solving Skills

ATS Optimization Keywords

Hard Skills

• Inbound Sales
• Customer Support
• Payment Handling
• Refund Processing
• Basic Numeracy

Soft Skills

• Clear Communication
• Friendly Guidance
• Flexibility

Industry Keywords

• ECommerce
• SaaS
• Telecoms
• Travel
• Data Protection
• Payment Security

Tools & Technologies

• Zendesk
• Intercom
• CRM Platforms