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