Telesales Officer

PURPOSE OF THE POSITION

• Initiate sales with potential customers over the phone
• Aski questions to engage customers and keep the conversation going
• Listen to the customers' needs to generate repeat sales
• Gather and document customer information, orders, and reactions to products
• Keep up to date on all products and informing customers of on (new) products
• In a later stage Customer Care - RQC (requests, queries, complaints)

RESPONSIBILITY

• Direct sales: The main job to be done as tele-sales agent is taking orders. This includes creating awareness about (availability of) products or services, telesales representatives also perform direct sales functions using readily available data from previous sales and outlet specific sales targets
• Take and process orders: agents take and process orders to meet sales targets. They manage repeat purchases, which provides opportunities to cross-sell to existing customers. When customers place new orders, agents also offer additional products or services based on past purchasing behavior
• Customer service: Excellent customer service delivery is part of a telesales representative's duty. To encourage customers to continue buying from the company, agents call them after a sale to make sure they are satisfied with the product or service. Keeping records of customer interactions, transactions, comments, and complaints
• Provide information: To effectively do tele-sales, agents must also inform customers on new offers based on their preferences and needs. Part of their duties is to provide accurate information about the company, its products or services, promotions and other details. This makes it crucial for agents to have in-depth knowledge of the company and its offers
• Conflict resolution: Telesales representatives must have excellent dispute resolution skills. Since they are always speaking with customers, they help to handle their grievances quickly before they become bigger issues. This allows customers to get maximum satisfaction from their purchases and preserves the company's reputation
• Activity reports: An effective agent will also create and update activity reports. The reports cover the number of outlets selling into, sales, and other vital statistics that can help increase volume.
• Meet sales goals: Telesales agents need to meet monthly goals according to the company's volume targets. They must make a minimum number of calls and close a specific number of sales that moves them closer to their KPI
• Other activities as assigned by supervisor. Think of gathering information about empty keg and CO2 cylinder stock levels, ready for pick-up