Inbound Sales Agent - Telecom

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

Key Responsibilities

Customer Engagement:
Handle inbound customer calls professionally, maintaining company service standards. Use effective questioning and active listening to understand customer requirements. Recommend suitable telecom products, plans, and value-added services. Build customer confidence by providing clear and accurate product knowledge. Ensure every interaction delivers an exceptional customer experience.

Sales Responsibilities:
Meet daily, weekly, and monthly sales targets consistently. Maximize revenue by identifying upselling and cross-selling opportunities. Clearly explain pricing, promotions, service agreements, and terms. Complete all sales transactions accurately and in compliance 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 relevant regulations. Safeguard confidential customer information at all times. Document all customer interactions accurately within the CRM system.

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

Key Performance Indicators (KPIs) include 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. Escalation of complaints, technical issues, and exceptions should be directed to the Team Lead.

Required Qualifications
An 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 is essential.

Behavioral Competencies
Strong customer focus, accountability, integrity, professionalism, effective communication skills, teamwork, adaptability, problem-solving ability, time management, and result orientation are critical for success in this role.

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

This position offers an excellent opportunity for individuals looking to develop their sales career within the telecom sector while contributing to customer satisfaction and business growth.