Customer Care Job At iSON Xperiences Limited

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Customer Care Executive – Telesales

Job Purpose

The Customer Care Executive – Telesales will engage prospective and existing customers through outbound calls to promote products and services, generate sales and achieve assigned targets.

The role will involve identifying customer needs, building strong relationships, providing quality customer service and ensuring a positive customer experience while supporting the organisation’s revenue growth.

Key Responsibilities

Telesales and Revenue Generation

• Make outbound calls to potential and existing customers to promote the organisation’s products and services.

• Identify potential sales opportunities and convert leads into completed sales.

• Work towards achieving daily, weekly and monthly sales targets.

• Clearly explain product features, benefits, prices and applicable terms to customers.

• Identify opportunities to upsell and cross-sell relevant products and services.

• Follow up with leads and interested customers to improve conversion rates.

Customer Service and Relationship Management

• Provide professional, courteous and customer-focused service during all customer interactions.

• Understand customer requirements and recommend suitable products or services.

• Respond effectively to customer questions, concerns and objections.

• Build and maintain positive relationships that encourage customer retention and repeat business.

• Handle complaints professionally and escalate unresolved matters through the appropriate channels.

Sales Quality and Compliance

• Follow approved sales scripts, procedures and company policies.

• Provide customers with accurate, clear and transparent information about products and sales terms.

• Obtain the required customer consent and accurately record customer and sales information.

• Maintain customer confidentiality and comply with applicable data protection requirements.

• Follow quality assurance standards and client-specific requirements.

Reporting and Performance Management

• Keep accurate records of calls, leads, sales, conversions and customer interactions in the designated system.

• Provide regular updates on sales performance, customer feedback and challenges encountered.

• Participate in training, coaching and performance review sessions.

• Continuously develop sales techniques, communication abilities and customer engagement skills.

Qualifications and Requirements

• A degree in Sales, Marketing, Business Administration, Customer Service or a related field is an added advantage.

• At least 6 months to 1 year of experience in telesales, outbound calling, direct sales or a similar customer-facing sales position.

• Proven ability to achieve sales targets and convert leads into customers.

• Excellent verbal communication and interpersonal skills.

• Strong persuasion, negotiation and objection-handling abilities.

• Good command of spoken and written English and Kiswahili.

• Basic computer skills and the ability to work with CRM systems and other digital tools.

• Strong customer service skills and a positive attitude.

Key Competencies

• Results-driven and focused on sales performance.

• Excellent communication and active listening skills.

• Strong customer focus and relationship-building ability.

• Resilient and able to handle customer rejection professionally.

• Confident, persuasive and proactive.

• Good problem-solving and time-management skills.

• Ability to work under pressure and consistently meet performance targets.

• High levels of integrity, professionalism and accountability.

Key Performance Indicators

Performance in this role will be assessed based on:

• Achievement of assigned sales targets.

• Number of successful sales and overall conversion rate.

• Outbound call productivity and level of customer engagement.

• Quality assurance and compliance results.

• Customer satisfaction and feedback.

• Accuracy of sales records and CRM updates.

• Upselling and cross-selling results where applicable.

• Attendance, punctuality and adherence to scheduled working hours.

Working Environment

• Work within a structured call centre environment.

• Handle a high volume of outbound customer calls.

• Operate against defined sales targets, quality standards and performance expectations.

• Take part in ongoing product training, coaching and performance reviews.

Application

Interested and qualified candidates should forward their CV to: recruitmentke@isonxperiences.com using the position as subject of email.