Inbound Sales Agent

The Sales Agent – Inbound Telecom plays a vital role in managing incoming customer interactions by identifying their needs, providing accurate information about telecom products and services, and converting inquiries into successful sales. This position focuses on ethical and consultative selling techniques, including cross-selling and upselling, to drive revenue growth, enhance customer satisfaction, and support client retention. The role requires adherence to organizational and client-specific standards while maintaining professionalism and delivering an exceptional customer experience.

Key Responsibilities

Customer Engagement:
Handle inbound customer calls with professionalism, ensuring company service standards are met. Use effective questioning and active listening to understand customer requirements. Recommend appropriate telecom products, plans, and value-added services. Build customer trust by providing clear and accurate product information. Strive to deliver a positive experience during every interaction.

Sales Responsibilities:
Meet or exceed assigned daily, weekly, and monthly sales targets. Identify opportunities to increase revenue through upselling and cross-selling. Clearly explain pricing, promotions, service agreements, and terms to customers. Ensure all sales transactions comply with company policies and are accurately processed.

Customer Service & Compliance:
Address customer inquiries professionally within the authorized scope. Comply fully with client requirements, internal standard operating procedures, and relevant regulations. Safeguard confidential customer information at all times. Document customer interactions accurately in the CRM system.

Operational Responsibilities:
Maintain punctuality, attendance, and adherence to schedules. Participate actively in training sessions, coaching, calibrations, and product briefings. Continuously enhance product knowledge and sales skills. Perform additional duties as assigned by management to support 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 adherence, productivity, and customer satisfaction (CSAT).

Authority:
Recommend products within approved guidelines. Resolve standard customer queries. Escalate complaints, technical issues, and exceptions to the Team Lead as necessary.

Required Qualifications
Intermediate or Bachelor’s degree preferred. Previous experience in telecom or BPO sales is advantageous. Candidates with excellent communication skills and a willingness to learn may 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 is a plus.

Technical Competencies
Inbound sales, consultative selling, cross-selling and upselling, objection handling, customer service, CRM systems, product knowledge, call handling, and computer literacy.

Behavioral Competencies
Customer focus, accountability, integrity, professionalism, strong communication skills, teamwork, adaptability, problem-solving, time management, and result orientation.

Working Conditions
This role is office-based and requires working night shifts. It operates in a target-driven inbound sales environment with continuous customer interaction via telephone.

This position offers an opportunity to develop sales expertise within the telecom sector while contributing directly to business growth and customer satisfaction.