Position: Call Center Associates

Job Description

Key Responsibilities:

• Sales and Customer Acquisition
• Handle inbound and outbound calls to prospective and existing customers to promote and sell broadband services, packages, and upgrades.
• Identify customer needs and recommend the most suitable plans and services to meet their requirements.
• Convert leads into sales by building rapport, explaining product benefits, and addressing concerns or objections.
• Achieve Sales Targets
• Meet or exceed individual and team sales targets and quotas on a daily, weekly, and monthly basis.
• Track and follow up on leads, ensuring timely follow-ups and closing deals efficiently.
• Product Knowledge
• Maintain up-to-date knowledge of broadband packages, pricing, promotions, and offers.
• Understand the competitive landscape to position the company’s offerings effectively.
• Customer Relationship Management
• Build and maintain strong customer relationships by providing excellent service and support throughout the sales process.
• Handle inquiries related to sales, promotions, and package details professionally and persuasively.
• Record Keeping and Reporting
• Accurately record customer interactions, sales details, and follow-up actions in the CRM system.
• Provide regular reports to supervisors on call activities, sales performance, and customer feedback.
• Cross-Selling and Upselling
• Identify opportunities to cross-sell additional services or upgrade customers to higher-value packages.
• Collaborate with Teams
• Work closely with marketing, operations, and customer service teams to align on promotions, customer insights, and service issues.

Job Specification

Qualifications and Skills:

Education: High school diploma or equivalent; Bachelor's degree in business or a related field is a plus.

Experience: Previous experience in sales, especially in a call center environment, is highly preferred.

Skills:

• Strong communication and persuasion skills.
• Ability to understand and respond to customer needs effectively.
• Goal-oriented and self-motivated to achieve sales targets.
• Basic computer literacy and familiarity with CRM software.
• Excellent problem-solving skills and the ability to handle objections.

Key Performance Indicators (KPIs)

• Sales conversion rate.
• Number of sales calls made per day.
• Revenue generated per customer.
• Average handling time (AHT) and first-call resolution (FCR).
• Customer