The Telesales Officer role is responsible for driving digital sales by engaging with customers via phone and other digital communication channels. This position focuses on promoting company products and services, closing sales, and nurturing customer relationships. The ideal candidate will excel at meeting sales targets and delivering outstanding customer experiences while leveraging digital tools and platforms.
Key Tasks and Responsibilities
- Communicate with customers following established guidelines to address inquiries and resolve issues.
- Develop a deep understanding of the company’s products and services to make personalized recommendations.
- Actively generate, qualify, and pursue leads to achieve individual sales targets.
- Initiate and manage customer interactions through phone calls and digital platforms.
- Maintain and manage a sales pipeline, providing regular updates to team leaders.
- Effectively handle customer objections to close sales and ensure satisfaction.
- Build and sustain positive relationships with customers to drive repeat business.
- Utilize CRM and other digital tools to record interactions and manage customer data efficiently.
- Promote and upsell additional products and services during customer engagements.
- Prepare and submit sales performance and activity reports to management.
- Meet or exceed defined KPIs, including call volume and conversion rates.
Skills and Competencies
- Proficiency in Windows-based applications (e.g., MS Office) and CRM systems.
- Excellent verbal and written communication skills with a customer-first attitude.
- Strong analytical skills to assess customer needs and provide tailored solutions.
- Proven ability to handle objections and negotiate effectively.
- Goal-oriented with a track record of consistently meeting or exceeding sales targets.
Knowledge & Experience
- Success in meeting or exceeding sales targets in telesales or digital sales roles.
- Experience in the insurance, financial services, or digital sales sector is highly preferred.
- Proficiency with CRM systems, digital tools, and MS Office applications.
- Strong ability to build relationships and deliver tailored solutions to customer needs.
- Excellent verbal and written communication skills with strong negotiation abilities.
Qualifications
- Diploma or degree in a related field (e.g., Finance, Marketing, Sales, Business Administration).
- Progress toward or possession of a relevant professional certification is preferred, preferably CISI (Chartered Institute for Securities & Investment).
- A minimum of one year of experience in sales, preferably in financial services or digital sales environments.
Anti-Money Laundering (AML) Expectation
The incumbent will be responsible for ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries. This includes execution of customer due diligence processes, ensuring compliance with Know-Your-Customer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality. Additionally, the role involves identifying and monitoring potential AML, Sanctions, or Compliance breaches and unusual activities, and escalating these concerns to the Risk and Compliance Office for further action.
