Telesales Associate

JOB DESCRIPTION

Position: Telesales Associate

Department: Sales & Customer Relationship Management (CRM)

Job Type: Full-Time

Reporting To: Operations Manager

Experience: 0–3 Years (Preferred)

Location: Labonya Retreat

1. Job SummaryWe are looking for a proactive, confident, and customer-oriented Tele Sales Associate responsible for managing inbound and outbound calls, generating and converting sales leads, handling customer queries, providing sales support, and maintaining accurate customer databases.

The candidate will be responsible for managing the complete telecalling and inside sales process, ensuring effective customer communication, timely follow-ups, proper CRM management, and achievement of assigned sales targets.

2. Key Roles & ResponsibilitiesA. Telecalling & Communication

• Handle inbound and outbound customer calls professionally.
• Conduct cold calling to generate new business opportunities.
• Respond to customer inquiries and provide relevant product/service information.
• Follow up with prospective and existing customers.
• Maintain professional communication through calls, WhatsApp, SMS, and emails.
• Identify customer requirements and provide suitable solutions.

B. Inside Sales & Lead Conversion

• Generate, qualify, and manage potential sales leads.
• Convert inquiries into confirmed bookings or sales.
• Explain services, pricing, and offers to customers.
• Negotiate with customers within approved pricing guidelines.
• Follow up on pending inquiries to maximize conversion rates.
• Achieve daily, weekly, and monthly sales targets.

C. Customer Support & Relationship Management

• Handle customer queries, complaints, and feedback.
• Ensure timely resolution of customer concerns.
• Maintain positive relationships with existing and prospective customers.
• Provide accurate information and ensure customer satisfaction.
• Coordinate with internal departments for smooth customer service delivery.

D. Lead & CRM Management

• Maintain and update customer information in the CRM system.
• Record all inbound and outbound call activities.
• Update lead status, follow-up dates, remarks, and conversion details.
• Categorize leads based on their potential and sales stage.
• Ensure no inquiry or customer follow-up is missed.
• Maintain proper lead tracking and database accuracy.

E. Data Management & Reporting

• Maintain customer databases, inquiry records, and sales registers.
• Prepare daily, weekly, and monthly sales reports.
• Track lead generation, follow-ups, conversions, and lost leads.
• Monitor individual calling performance and sales productivity.
• Maintain accurate records of customer interactions.
• Submit regular performance reports to the reporting manager.

F. Coordination & Administration

• Coordinate with the sales and operations teams for customer requirements.
• Ensure smooth communication between customers and internal departments.
• Maintain proper documentation of inquiries and confirmed sales.
• Support promotional campaigns and customer outreach activities.
• Assist management with sales-related administrative tasks.
• 3. Required Skills & CompetenciesExcellent verbal communication and convincing skills.
• Strong customer-handling and relationship-management abilities.
• Knowledge of inbound and outbound calling processes.
• Good cold-calling and sales conversion skills.
• Basic knowledge of CRM software and lead management systems.
• Proficiency in MS Excel, Word, Google Sheets, and email communication.
• Strong data-entry and reporting skills.
• Good follow-up and time-management abilities.
• Ability to handle multiple customer inquiries simultaneously.
• Target-oriented, disciplined, and self-motivated approach.

4. Performance Evaluation (KPI)The employee's performance will be evaluated based on:

1. Number of inbound and outbound calls handled.
2. Number of new leads generated.
3. Lead follow-up efficiency.
4. Inquiry-to-sales conversion ratio.
5. Achievement of assigned sales targets.
6. Customer satisfaction and complaint resolution.
7. CRM and database accuracy.
8. Timely submission of daily and monthly reports.
9. Lost lead tracking and reactivation.
10. Overall sales productivity and customer engagement.

• 5. Educational Qualification & Experience Minimum qualification: Graduate.
• Prior experience in telecalling, inside sales, customer support, or telesales is preferred.
• Experience in hospitality, banquet sales, event management, or service-based industries will be an added advantage.
• Freshers with excellent communication and convincing skills may also apply.
• 6. Personal AttributesPositive attitude and professional behaviour.
• Customer-focused mindset.
• Strong sense of responsibility and ownership.
• Ability to work under pressure and meet deadlines.
• Team player with good coordination skills.
• Honest, punctual, and detail-oriented.

Primary Objective: To maximize sales conversions, ensure excellent customer service, maintain an organized lead pipeline, and support the organization's overall sales growth.