Description:
The Sales Agent – Inbound Telecom is responsible for managing inbound customer interactions, identifying customer requirements, providing accurate information regarding telecom products and services, and converting customer inquiries into successful sales through ethical and consultative cross and upselling techniques. The role contributes directly to revenue generation, customer satisfaction, and client retention while ensuring compliance with organizational and client-specific standards.
Key Responsibilities
Customer Engagement
- Handle inbound customer calls professionally while maintaining company service standards.
- Understand customer requirements through effective questioning and active listening.
- Recommend the most suitable telecom products, plans, and value-added services.
- Build customer confidence by providing accurate product knowledge and transparent information.
- Deliver an exceptional customer experience during every interaction.
Sales Responsibilities
- Achieve assigned daily, weekly, and monthly sales targets.
- Maximize revenue opportunities through upselling and cross-selling where appropriate.
- Accurately explain pricing, promotions, service agreements, and applicable terms.
- Ensure all sales transactions are completed accurately and in accordance with company policies.
Customer Service s Compliance
- Resolve customer inquiries professionally within the defined scope of authority.
- Maintain complete compliance with client requirements, internal SOPs, and applicable regulations.
- Protect confidential customer information at all times.
- Ensure accurate documentation of customer interactions within the CRM system.
Operational Responsibilities
- Maintain attendance, punctuality, and schedule adherence.
- Attend all training sessions, coaching meetings, calibrations, and product briefings.
- Continuously improve product knowledge and sales techniques.
- Perform any additional responsibilities assigned by management related to business operations.
Key Performance Indicators (KPIs)
- Sales Target Achievement
- Revenue Generating Units (RGUs)
- Close Rate
- Conversion Rate
- Install Rate
- Cancellation Rate
- Average Revenue per Sale
- Quality Assurance Score
- Compliance Score
- Attendance C Adherence
- Productivity
- Customer Satisfaction (CSAT)
Authority
The Sales Agent may:
- Recommend products within approved guidelines.
- Resolve standard customer queries.
- Escalate complaints, technical issues, and exceptions to the Team Lead.
Qualifications
- Intermediate or Bachelor’s Degree preferred.
- Previous experience in Telecom/BPO Sales is preferred.
- Fresh candidates with excellent communication skills may be considered.
Experience
- 01–2 years of inbound or outbound sales experience.
- Experience in inbound telecom campaigns will be an added advantage.