DUTIES AND RESPONSIBILITIES

Outbound Sales Calling

• Proactively contact potential customers via phone to introduce, promote, and sell company products or services.
• Follow a structured sales script while tailoring conversations to each customer’s needs.
• Use persuasive techniques to turn prospects into active customers.

Inbound Call Handling

• Receive and respond to customer inquiries, providing product information, pricing details, and service support.
• Address customer questions, concerns, and complaints in a timely and professional manner.

Lead Generation & Conversion

• Identify opportunities for upselling and cross-selling during calls.
• Convert cold and warm leads into successful sales using consultative selling techniques.
• Maintain and manage a pipeline of prospects and follow up as necessary.

Customer Relationship Management

• Build rapport with customers to enhance loyalty and satisfaction.
• Maintain high-quality customer service throughout the sales journey.
• Ensure all customer data is updated and accurate in the CRM system.

Daily Reporting

• Prepare and submit daily reports on call activity, conversions, sales, and customer feedback.
• Track individual performance metrics such as call volume, talk time, conversion rate, and customer satisfaction.
• Report any trends, customer concerns, or competitive insights to management.

Team Collaboration

• Work closely with the sales and marketing team to align on goals and campaigns.
• Share feedback and insights that could improve product offerings or marketing strategies.
• Participate in regular team meetings and contribute to a positive working environment.

Performance & Target Achievement

• Meet and exceed set KPIs, including daily call quotas, sales targets, and quality scores.
• Stay motivated and focused on achieving both individual and team goals.
• Process Compliance
• Follow standard operating procedures (SOPs), call center protocols, and data protection guidelines.
• Maintain confidentiality and professionalism in all interactions.

Product Knowledge & Training

• Stay up to date with product features, company updates, promotions, and industry trends.
• Attend regular training sessions and apply learned skills to daily interactions.

Feedback Collection

• Gather feedback from customers to help improve product/service delivery.
• Escalate unresolved issues or service concerns to the appropriate department.

KEY REQUIREMENT SKILLS AND QUALIFICATION

• Diploma or Degree in any field from a recognized institution.
• Minimum of 2 years’ experience in a telesales, telemarketing, or customer service role.
• Strong telephone handling skills and active listening.
• Proficiency in Microsoft Office (Word, Excel) and CRM systems is an added advantage.
• Ability to work independently and as part of a team.
• Excellent verbal and written communication skills in English and Swahili.
• Confident, persuasive, and goal-oriented.
• Strong reporting skills and attention to detail.