• Reports To: Call Centre Team Lead

Job Purpose
The Telesales Agent is responsible for promoting the company's products and services over the phone, generating sales, maintaining customer relationships, and following up on outstanding customer payments. The role requires a highly motivated individual with excellent communication, sales, negotiation, and debt recovery skills to achieve sales and collection targets while delivering exceptional customer service.

Key Responsibilities

A. Sales & Business Development

• Contact prospective and existing customers via telephone to promote the company's products and services.

• Generate new sales opportunities and convert leads into customers.

• Achieve assigned sales targets and key performance indicators (KPIs).

• Upsell and cross-sell products where appropriate.

• Maintain accurate records of customer interactions and sales activities.

• Build and maintain strong customer relationships to encourage repeat business.

B. Debt Recovery

• Follow up with customers regarding overdue payments in a professional and courteous manner.

• Negotiate repayment plans with customers where necessary.

• Resolve payment-related issues and escalate difficult cases when required.

• Maintain accurate records of collection activities and payment commitments.

• Support efforts to reduce outstanding debts while maintaining positive customer relationships.

C. Customer Service

• Respond to customer enquiries and provide accurate product and service information.

• Handle customer complaints professionally and ensure timely resolution.

• Maintain a high level of customer satisfaction throughout the sales and collections process.

D. Reporting & Administration

• Prepare daily and weekly sales and collections reports.

• Update customer information in the CRM or relevant database.

• Adhere to company policies, procedures, and compliance requirements.

Qualifications & Experience

• Diploma or Bachelor's degree in Marketing, Business Administration, Sales, or a related field.

• 3+ years’ experience in telesales, customer service, debt recovery, or a similar role is an advantage.

• Experience using CRM systems is desirable.

Skills & Competencies

• Strong sales and business development skills.

• Strong debt recovery, negotiation, and persuasion skills.

• Excellent verbal and written communication skills.

• Ability to build rapport with customers over the phone.

• Target-driven with a results-oriented mindset.

• Strong customer service orientation.

• Good organizational and time management skills.

• Ability to work independently and as part of a team.

• Proficiency in Microsoft Office and CRM software.

Personal Attributes

• Confident and persuasive.

• Self-motivated and resilient.

• Able to remain calm under pressure.

• Persistent without being aggressive.

• Excellent interpersonal skills.

• Strong attention to detail.

Key Performance Indicators (KPIs)

• Monthly sales target achieved.

• Number of successful sales conversions.

• Collection rate on outstanding debts.

• Number of customer follow-ups completed.

• Customer satisfaction rating.

• Accuracy and timeliness of reporting.