SME Digital & Retention Telemarketer

SME Digital & Retention Telemarketer

SME Digital & Retention Telemarketer

Purpose of the Role

The SME Digital & Retention Telemarketer is responsible for winning back previous Flow B2B customers who voluntarily/involuntarily disconnected Flow services. The incumbent is also responsible for upselling existing customers to high value contracts and canvassing for new business nationwide to acquire customers via cold calling. All activities conducted must be consistent with sales strategies and marketing plans and in accordance with Flow Business policies, practices and procedures, in order to generate maximum sales revenue and reduce churn.

Main Responsibilities

• Meeting or exceeding weekly, monthly and annual sales quotas as set by Management
• Contacting all disconnected customers provided on calling lists and convincing them to re-enter contract with Flow Business
• Contacting existing customers to upsell them or downgrade their services as required, to ensure best-fit services and minimise churn.
• Generating leads for new business and identifying prospective customers to upsell using CRM, existing customer databases and other successful avenues.
• Providing intelligence to management to inform customer retention strategies and the development of competitive and viable marketing tools and pricing structures to win back customers.
• Ensuring customers are on an active contract.
• Answering customers' questions about products, prices, availability and credit terms and providing quotations or other bid specifications where required
• Negotiating prices or terms of sales or service agreements
• Maintaining customer records using automated systems
  • Preparing sales contracts for orders obtained and submitting orders for processing
  • Maintaining a high level of knowledge about our existing products and services, alongside our competitors options in order to highlight Flow’s competitive advantage to prospective customers.
  • Handling existing customer queries by engaging and following up with respective teams to bring customer queries to a close, in order to enable new sales with existing customers.

Qualification and Experience

• A minimum of Five (5) Ordinary Level Passes including English and Mathematics
• One (1) year experience directly related to the duties and responsibilities specified
• Experience in a telecommunications environment will be an asset

Competencies

• Proven track record of success in sales
• Strong Negotiator
• Sound consultative selling skills
• Effective Communication skills
• Exceptional in Customer Service