Inbound Sales Agent

The Sales Agent – Inbound Telecom plays a vital role in managing incoming customer interactions by identifying their needs and providing accurate information about telecom products and services. This position focuses on converting inquiries into successful sales through ethical, consultative cross-selling and upselling techniques. The role directly supports revenue growth, enhances customer satisfaction, and promotes client retention while adhering to organizational and client-specific standards.

Key Responsibilities

Customer Engagement:
Handle inbound customer calls professionally, ensuring adherence to 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 delivering accurate product knowledge and transparent information. Strive to provide an exceptional customer experience during every interaction.

Sales Responsibilities:
Meet or exceed assigned daily, weekly, and monthly sales targets. Maximize revenue opportunities by employing upselling and cross-selling strategies where appropriate. Clearly explain pricing, promotions, service agreements, and terms to customers. Ensure all sales transactions are completed accurately and comply with company policies.

Customer Service and Compliance:
Resolve customer inquiries professionally within the defined scope of authority. Maintain full compliance with client requirements, internal standard operating procedures (SOPs), and applicable regulations. Protect confidential customer information at all times. Accurately document customer interactions in the CRM system.

Operational Responsibilities:
Maintain consistent attendance, punctuality, and adherence to scheduled shifts. Participate in all training sessions, coaching meetings, calibrations, and product briefings. Continuously enhance product knowledge and sales techniques. Perform additional duties as assigned by management related to business operations.

Key Performance Indicators (KPIs) include sales target achievement, revenue generating units (RGUs), close and conversion rates, install and cancellation rates, average revenue per sale, quality assurance and compliance scores, attendance adherence, productivity, and customer satisfaction (CSAT).

Authority:
The Sales Agent is authorized to recommend products within approved guidelines and resolve standard customer queries. Escalation of complaints, technical issues, and exceptions should be directed to the Team Lead.

Required Qualifications
Candidates should possess at least an Intermediate qualification, with a Bachelor’s Degree preferred. Previous experience in Telecom or BPO sales is advantageous. Fresh candidates with excellent communication skills will also be considered.

Preferred Qualifications and Experience
One to two years of inbound or outbound sales experience is preferred. Experience specifically in inbound telecom campaigns will be considered an added advantage.

Technical Competencies
Proficiency in inbound sales, consultative selling, cross-selling and upselling, objection handling, customer service, CRM systems, product knowledge, call handling, and computer literacy is essential.

Behavioral Competencies
Candidates must demonstrate strong customer focus, accountability, integrity, professionalism, excellent communication skills, teamwork, adaptability, problem-solving abilities, time management, and result orientation.

Working Conditions
This is an office-based role requiring work during night shifts in a target-driven inbound sales environment. The position involves continuous customer interaction via telephone.

This role offers an excellent opportunity for individuals seeking to develop their sales career within the telecom industry while contributing to a dynamic and customer-focused team.