Inbound Sales Representative – Live Chat (English)

About the role

As an Inbound Sales Representative handling live‑chat interactions, you will be the first point of contact for customers reaching out to Holafly. You’ll turn enquiries into satisfied travellers by providing quick, accurate and friendly guidance while meeting commercial targets.

Key responsibilities

• Respond to inbound customer enquiries via live‑chat, using Holafly’s tone of voice.
• Identify customer needs rapidly and recommend the most suitable eSIM product or solution.
• Achieve and exceed KPIs such as conversion rate, average handling time, CSAT and revenue per contact.
• Record accurate customer information in the CRM and maintain high‑quality case documentation.
• Process payments, upgrades and refunds securely, escalating complex issues to specialist teams.
• Collaborate with Product, Marketing and Operations to surface common issues and suggest improvements.
• Share insights from interactions to support continuous improvement and participate in training sessions.
• Apply company policies, data‑protection and payment‑security standards consistently.

Required profile

• Customer‑first mindset with a strong sense of ownership.
• Curious, adaptable and comfortable learning new tools quickly.
• Data‑aware, using performance metrics to guide behaviour.
• Collaborative team player who shares insights across functions.

Required skills

• Proven experience in inbound sales or live‑chat support, preferably in eCommerce, SaaS, telecom or travel.
• Excellent written English (UK) communication.
• Hands‑on experience with chat and CRM platforms such as Zendesk or Intercom.