Overall Job Purpose
The Telesales Agent will focus on clients by engaging them, uncovering their needs and providing them with appropriate solutions from the entire client base assigned. The role holder will be responsible for driving profitable revenue and volume growth by maximizing every customer engagement to prevent attrition and increase the percentage of active customers.The will also direct and educate clients to use self-service channels, digital solutions, mobile banking and online banking.
Principle Accountabilities
- Ensure that reactive and proactive approach is taken to prevent customer attrition
- Understand needs of customers by actively providing quality sales service
- Proactively explain the respective banking products that fit the client’s needs e.g. type of account and its features, products offered and charges payable.
- Mobilize deposits and cross sell other bank products
- Provide feedback on assigned leads and take note of customer complaints/ compliments
- Ensure an excellent customer experience during telephone conversations as well as when offering any other service
- Maintain high level of professionalism in all telephone conversations both inbound and outbound
- Address any issues or concerns that the customer may raise
- Manage post sale relationships
- Ensure customer due diligence is applied when selling products
- Reporting of suspicious transactions or activities
- Ensure sales processes are followed to avoid miss-selling
- Ensure proper time and resources management
Minimum Qualifications, Knowledge and Experience
- Diploma in Marketing and Sales or other related fields
- A Bachelors degree is an added advantage
- One-year Sales experience with relevant experience in Customer Service.
Key Competencies and Skills
- MS Office Proficiency
- Product knowledge
- Analytical Skills
- Interpersonal skills
- Communication skills
- Negotiation and Selling Skills
- Customer Etiquette.
