Customer Care Executive – Telesales at iSON Xperiences Limited

Job Purpose

• The Customer Care Executive – Telesales is responsible for engaging customers through outbound calls to promote products and services, generate sales, identify customer needs, and achieve assigned sales targets. The role involves building strong customer relationships, delivering excellent customer service, and ensuring a positive customer experience while contributing to the organization\'s revenue growth.

Key Responsibilities

Telesales and Revenue Generation

• Make outbound calls to prospective and existing customers to promote products and services.
• Identify sales opportunities and convert leads into successful sales.
• Achieve daily, weekly, and monthly sales targets as assigned.
• Explain product features, benefits, pricing, and applicable terms to customers.
• Upsell and cross-sell relevant products and services to existing customers.
• Follow up on leads and interested customers to maximize conversion rates.

Customer Service and Relationship Management

• Deliver professional, courteous, and customer-focused service during every interaction.
• Understand customer needs and recommend suitable products or services.
• Address customer inquiries, concerns, and objections effectively.
• Build and maintain positive customer relationships to encourage retention and repeat business.
• Handle customer complaints professionally and escalate unresolved issues through the appropriate channels.

Sales Quality and Compliance

• Follow approved sales scripts, processes, and company policies.
• Ensure accurate and transparent communication of product information and sales terms.
• Obtain customer consent and accurately capture customer information and sales details.
• Maintain confidentiality and comply with data protection requirements.
• Adhere to quality assurance standards and client-specific guidelines.

Reporting and Performance Management

• Maintain accurate records of calls, sales leads, conversions, and customer interactions in the designated system.
• Provide timely updates on sales performance, customer feedback, and challenges.
• Participate in coaching, training, and performance review sessions.
• Continuously improve sales techniques, communication skills, and customer engagement.

Minimum Qualifications and Requirements

• Minimum of Degree in Sales, Marketing, Business Administration, or Customer Service is an added advantage.
• At least 6 months to 1 year of experience in telesales, outbound calling, direct sales, or a related customer-facing sales role.
• Demonstrated ability to meet sales targets and convert leads into sales.
• Excellent verbal communication and interpersonal skills.
• Strong persuasion, negotiation, and objection-handling skills.
• Good command of spoken and written English and Kiswahili.
• Basic computer literacy and ability to use CRM systems and other digital tools.
• Strong customer service orientation and a positive attitude.

Key Competencies

• Sales-driven and results-oriented.
• Excellent communication and active listening skills.
• Customer-focused with strong relationship-building abilities.
• Resilient and able to handle rejection professionally.
• Persuasive, confident, and proactive.
• Strong problem-solving and time-management skills.
• Ability to work under pressure and meet performance targets.
• High levels of integrity, professionalism, and accountability.

Key Performance Indicators (KPIs)

Performance will be measured against the following key indicators:

• Achievement of assigned sales targets.
• Number of successful sales and conversion rate.
• Outbound call productivity and customer engagement.
• Quality assurance and compliance scores.
• Customer satisfaction and feedback.
• Accuracy of sales records and CRM updates.
• Upselling and cross-selling performance, where applicable.
• Attendance, punctuality, and adherence to scheduled working hours.

Working Environment

• Work within a structured call center environment.
• Handle high volumes of outbound customer calls.
• Work with defined sales targets, quality standards, and performance expectations.
• Participate in ongoing product training, coaching, and performance reviews.