As a Telesales Agent at 4G Capital, your primary role is to drive customer engagement and manage relationships with potential and existing customers. You will focus on generating sales through proactive follow-ups, closing sales, and ensuring customer satisfaction. The role involves ensuring that all customer inquiries are addressed promptly and that sales targets are met. You will play a key role in maintaining strong customer relationships, providing excellent service, and ensuring customers are fully supported throughout their journey with 4G Capital.
Roles & Responsibilities
- Sales and Customer Relationship Management
- Proactively follow up with customers to close sales and guide them through the product offerings that suit their needs, ensuring high conversion rates and client satisfaction.
- Build and maintain strong customer relationships, ensuring that all customer touch points are handled with professionalism and care to ensure customer retention and repeat business.
- Identify customer needs and provide tailored solutions by effectively communicating product benefits, addressing inquiries, and resolving issues related to products and services.
- Achieve monthly sales and customer retention targets, contributing directly to the company's revenue growth.
- Customer Follow-ups and Inquiries
- Respond to inbound calls from potential customers and engage in outbound calls for follow-up and lead conversion, ensuring all interactions are captured accurately and in line with company standards.
- Ensure all customer communications—whether via phone, email, or other channels—are professional and aligned with 4G Capital’s quality standards.
- Address customer inquiries and complaints, striving for resolution in a timely and satisfactory manner, while maintaining a high level of customer satisfaction.
- Sales Process Management
- Maintain an up-to-date understanding of 4G Capital’s products and services, ensuring accurate information is provided during each customer interaction.
- Use CRM systems to log customer information, track sales leads, and document conversations to support smooth follow-up processes and sales cycle management.
- Follow up on leads and prospects who have shown interest in products or services, ensuring that potential customers move smoothly through the sales funnel.
- Collaboration and Reporting
- Work closely with the sales team, marketing, and other departments to ensure alignment on sales strategies and customer engagement goals.
- Provide regular feedback to the Call Center Team Leader regarding customer feedback, sales performance, and any trends observed in customer interactions.
- Track and report on sales metrics such as call volume, conversions, and customer feedback to meet and exceed performance expectations.
- Customer Retention and Upselling
- Actively engage in upselling and cross-selling activities by identifying new opportunities within existing accounts or potential leads.
- Monitor customer satisfaction through feedback and surveys, working closely with customers to resolve any issues and ensure long-term retention.
- Compliance and Documentation
- Ensure all customer interactions, both verbal and written, are compliant with company policies, recorded, and stored as per the company’s internal guidelines.
- Maintain accurate and up-to-date customer records in the company’s CRM system to ensure proper tracking and reporting of sales and customer engagement.
Required skills
- A diploma/bachelors qualification in a business related course
- Computer literacy
- 1-2 years of Telesales experience
- Previous call center or Telesales experience in retail or financial services is mandatory
- Fluent in English (written and verbal) and Swahili will have an added advantage.
- High communications & presentation skills
- Ability to handle confidential information
- Organisational skills with attention to detail
- Excellent time management skills and ability to multitask and prioritize work
- Attention to detail and problem-solving skills
- A Strong service ethos is essential
- A can do, proactive, energetic attitude towards your work and people is a must.
- A good self- manager,
- You need to be a strong team player, prepared to get your hands dirty
- A ‘make it happen’, positive, energetic attitude to your day-to-day work
- Enthusiasm to hit the highest standards
- A practical approach to issues and challenges
- A desire to make a difference every day.
- Ability to work independently and as a team to meet deadlines, goals and objectives
Education: Degree, Diploma
Employment Type: Full Time