Customer Care Executive – Telesales at iSON Xperiences Kenya Limited

Customer Care Executive – Telesales at iSON Xperiences Kenya Limited | Iko Kazi

Job Purpose

The Customer Care Executive – Telesales is responsible for engaging customers through outbound calls to promote products and services, generate sales, identify customer needs, and achieve assigned sales targets. The role involves building strong customer relationships, delivering excellent customer service, and ensuring a positive customer experience while contributing to the organization's revenue growth.

Key Responsibilities

Telesales and Revenue Generation

Make outbound calls to prospective and existing customers to promote products and services.
Identify sales opportunities and convert leads into successful sales.
Achieve daily, weekly, and monthly sales targets as assigned.
Explain product features, benefits, pricing, and applicable terms to customers.
Upsell and cross-sell relevant products and services to existing customers.
Follow up on leads and interested customers to maximize conversion rates.

Customer Service and Relationship Management

Deliver professional, courteous, and customer-focused service during every interaction.
Understand customer needs and recommend suitable products or services.
Address customer inquiries, concerns, and objections effectively.
Build and maintain positive customer relationships to encourage retention and repeat business.
Handle customer complaints professionally and escalate unresolved issues through the appropriate channels.

Sales Quality and Compliance

Follow approved sales scripts, processes, and company policies.
Ensure accurate and transparent communication of product information and sales terms.
Obtain customer consent and accurately capture customer information and sales details.
Maintain confidentiality and comply with data protection requirements.
Adhere to quality assurance standards and client-specific guidelines.

Reporting and Performance Management

Maintain accurate records of calls, sales leads, conversions, and customer interactions in the designated system.
Provide timely updates on sales performance, customer feedback, and challenges.
Participate in coaching, training, and performance review sessions.
Continuously improve sales techniques, communication skills, and customer engagement.

Minimum Qualifications and Requirements

Minimum of Degree in Sales, Marketing, Business Administration, or Customer Service is an added advantage.
At least 6 months to 1 year of experience in telesales, outbound calling, direct sales, or a related customer-facing sales role.
Demonstrated ability to meet sales targets and convert leads into sales.
Excellent verbal communication and interpersonal skills.
Strong persuasion, negotiation, and objection-handling skills.
Good command of spoken and written English and Kiswahili.
Basic computer literacy and ability to use CRM systems and other digital tools.
Strong customer service orientation and a positive attitude.

Key Competencies

Key Performance Indicators (KPIs)

Performance will be measured against the following key indicators:

Working Environment

Work within a structured call center environment.
Handle high volumes of outbound customer calls.
Work with defined sales targets, quality standards, and performance expectations.
Participate in ongoing product training, coaching, and performance reviews.

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