Company Overview
Holafly is a high-growth scale-up revolutionising how businesses and travellers connect to the internet abroad. Since 2018, we’ve empowered travellers in over 200 destinations worldwide with secure and reliable eSIM solutions. With a team of 600+ professionals across multiple countries, we are scaling globally to support travellers with seamless, unlimited data connectivity.
We’re not just connecting people—we’re enabling freedom and peace of mind, ensuring our users stay connected from the second they land, wherever their journey takes them.
The Role
As an Inbound Sales Representative (Chat), you will be the first point of contact for customers reaching out via our chat channels. You will convert inbound queries into satisfied customers by delivering quick, accurate, and friendly support while meeting commercial targets. This role suits someone who thrives in a fast-paced, data-driven environment and who is passionate about helping travellers stay connected.
Key Responsibilities
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 escalate 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 requireme