- 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.
- Versátil 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