Key Responsibilities
• Contacting potential or existing customers to inform them about our products and services.
• Seize opportunities to upselling and cross selling NCL products and closing the sales through the phone.
• Listening to customer needs to generate repeat sales.
• Manage large amounts of inbound and outbound calls in a timely manner.
• Identify customers’ needs, clarify information, research every issue and provide
solutions and/or alternatives.
• Manage and updating customer databases with the status of each customer in CRM.
• Escalate client’s inquiries in a timely manner to the appropriate branch and follow up to ensure all queries are resolved.
• Identifies product improvements or new products by remaining current on industry trends, market activities, and competitors.
• Obtains client information by answering telephone calls; interviewing clients; verifying information by adhering to NCL communication script guidelines.
• Determines eligibility by comparing client information to requirements and offering suitable products.
• Informs clients by explaining procedures; answering questions; providing information.
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
• Respond to customer queries from website and all social media platforms while observing set timelines.
• Continually expand your knowledge of our business in order to accurately answer questions and address client concerns.
• Meet set personal/team lead conversion targets.
• Ensure feedback from the customer to further improve the customer services.
• Evaluate problems of the customers and provide logical lasting solutions.
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Follow NCL standards and guidelines when handling customer queries.
• Capture Customer details on the CRM both consistently and accurately.
Exceptional telesales skills.
• Detail oriented and able to meet strict deadlines while maintaining accuracy of work.
• Able to follow well-defined processes and procedures and guidelines.
• Have a helpful, friendly, service orientated attitude.
• Ability to make decisions independently based on established knowledge and procedures.
• Exceptional communication skills, both written and verbal.
• Able to remain calm and professional, even with challenging clients.
• Keen attention to detail and excellent memory, making clients feel known.
• Able to thrive in a fast-paced, high-volume work environment.
• Good organizational and multi-tasking abilities.
• Problem-solving skills.
• Strong phone, email and verbal communication skills along with active listening.
• Customer focus and adaptability to different personality types.
• Ability to multitask, set priorities and manage time effectively.
Qualifications & Skills
• Diploma or equivalent required, college degree preferred.
• Minimum 2 years’ experience working in telesales.
• Proficiency in the use of MS Word, Excel, email, and experience with the Internet.
• Proficient in English and Kiswahili (oral and written).
• Familiarity with CRM system and practises.
