Sales Agent- Inbound Telecom

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

Key Responsibilities

Customer Engagement:
Handle inbound calls professionally, maintaining company service standards. Understand customer requirements through effective questioning and active listening. Recommend suitable telecom products, plans, and value-added services. Build customer confidence by delivering accurate product knowledge and transparent information. Ensure an exceptional customer experience during every interaction.

Sales Responsibilities:
Meet daily, weekly, and monthly sales targets. Maximize revenue opportunities by upselling and cross-selling where appropriate. Clearly explain pricing, promotions, service agreements, and terms. Complete all sales transactions accurately and in compliance with company policies.

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

Operational Responsibilities:
Maintain attendance, punctuality, and adherence to schedules. Participate in 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):
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:
The Sales Agent is authorized to recommend products within approved guidelines and resolve standard customer queries. Complaints, technical issues, and exceptions should be escalated to the Team Lead.

Required Qualifications
Intermediate or Bachelor’s degree is preferred. Candidates with 1 to 2 years of inbound or outbound sales experience are ideal. Experience in inbound telecom campaigns is an advantage. Fresh candidates with excellent communication skills may also be considered.

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.

Behavioral Competencies:
Strong customer focus, accountability, integrity, professionalism, effective communication skills, teamwork, adaptability, problem-solving ability, time management, and result orientation.

Working Conditions:
This is an office-based role requiring night shift availability. The environment is target-driven with continuous customer interaction via telephone.

This position offers an excellent opportunity for individuals looking to grow their career in telecom sales within a dynamic and supportive environment.