Client Acquisition Associate

The Client Acquisition Associate will be responsible for generating and converting sales opportunities through telephone calls, digital leads, referrals, and other remote sales channels. The role involves contacting prospective customers, understanding their internet requirements, recommending suitable ISP plans, handling objections, closing sales, and coordinating with internal teams for successful installation and activation.

The candidate should have excellent communication skills, a persuasive sales approach, strong follow-up discipline, and the ability to achieve monthly acquisition targets.

Key Roles & Responsibilities

1. Lead Management

• Receive and manage leads generated through digital campaigns, website enquiries, referrals, social media, and other sources.
• Make outbound calls to prospective customers within the assigned turnaround time.
• Qualify leads based on location, connectivity requirement, plan preference, and customer profile.
• Maintain an updated sales pipeline and ensure timely follow-ups.

2. Customer Engagement & Sales

• Understand customer requirements related to broadband, fiber internet, Wi-Fi, speed, pricing, and usage.
• Explain available ISP plans, offers, installation charges, validity, speed, and other applicable terms.
• Recommend the most suitable plan based on customer requirements.
• Handle customer questions and objections professionally.
• Negotiate within approved pricing and offer guidelines.
• Convert qualified leads into confirmed orders/connections.
• Achieve assigned daily, weekly, and monthly sales targets.

3. Follow-Up & Conversion

• Conduct systematic follow-ups with interested and pending customers.
• Track customer responses and expected closure dates.
• Re-engage previously lost, inactive, or unresponsive leads where appropriate.
• Maintain a strong lead-to-conversion ratio.
• Identify reasons for non-conversion and communicate market feedback to the Sales Manager.

4. Order & Installation Coordination

• Collect required customer information and documentation for new connections.
• Coordinate with the technical/installation team to confirm serviceability and installation feasibility.
• Follow up on pending installations and activations.
• Keep customers informed about installation schedules and connection status.
• Ensure successful handover of acquired customers to the appropriate support team.

5. Customer Relationship Management

• Build positive relationships with customers from the initial enquiry through activation.
• Respond to customer queries related to plans, installation, billing, upgrades, and service processes.
• Generate customer referrals through effective relationship management.
• Identify opportunities for plan upgrades and additional services.

6. CRM & Reporting

• Record all calls, customer interactions, follow-ups, and sales outcomes in the CRM/system.
• Maintain accurate lead and customer databases.
• Submit daily call reports and sales activity reports.
• Track KPIs such as calls made, connected calls, qualified leads, conversions, revenue, and pending follow-ups.
• Ensure no qualified lead is missed or left without follow-up.

7. Market & Competitor Feedback

• Gather customer feedback regarding competitor ISPs, pricing, plans, offers, and service quality.
• Share relevant market information with the Sales Team.
• Identify customer objections and recurring concerns to improve sales pitches.

Key Performance Indicators (KPIs)

• New customer acquisitions
• Monthly revenue achievement
• Lead-to-customer conversion rate
• Number of outbound calls
• Connected-call ratio
• Qualified leads generated
• Follow-up completion rate
• Average response/lead-contact time
• Installation/activation conversion
• Average revenue per customer
• Upselling and plan-upgrade revenue
• Customer referral generation

Required Skills

• Excellent verbal communication skills.
• Strong convincing and negotiation skills.
• Good listening and questioning ability.
• Strong follow-up and sales-closing skills.
• Customer-oriented approach.
• Ability to handle objections and rejection positively.
• Basic computer and CRM knowledge.
• Good knowledge of MS Office/Google Workspace.
• Ability to work under sales targets and deadlines.
• Tamil and English communication skills preferred; knowledge of additional local languages is an advantage.