Executive - tele - sales - MRO

Executive – Tele-Sales

Job Title: Executive – Tele-Sales

Function: Telemarketing

Reporting To: Assistant Manager - Telemarketing

Purpose

Responsible for generation of quality sales leads and activation of non-active customers for the organization

Key Responsibilities

• Operational
  • Develop the telesales database of potential clients in the region though directory searches, cold calling, references from existing clients, old customers, non-active customers etc
  • Responsible for cold calling to customers in the telemarketing database and generating quality leads to sales teams for new customer additions
  • Generate business from abandoned / lost customers by maintaining regular contact with them and updating them of new products/services; Forward such leads to the sales teams
  • Generate and maximize the sales leads by regularly calling existing customers for potential cross-sell opportunities and forward such leads to the sales teams
  • Ensure lead conversion through fixing of meetings, customer visits, proposals etc
  • Provide after sales support to clients post sign up by making courtesy calls, tracking sales & service for initial 3 months, resolving issues etc; Serve as a single point of contact for the customer during the initial 3 months
  • Maximize the productivity in terms of Average number of leads/FTE, lead conversion, revenue/FTE etc.

Key Result Areas and Key Performance Indicators

• Drive revenues from existing customers
  • Revenues from abandoned / lost customers (in INR)
  • Cross-sell revenues from existing customers in the region (in INR)
• Drive productivity of the telemarketing team in the region
  • Number of quality leads forwarded to the sales team
  • Lead conversion (%)
  • Revenues from converted leads for the first 3 months (in INR)
  • Average number of leads/FTE
  • Average revenues per FTE
• Ensure Effective Customer Complaint Handling
  • Customer Complaint Audit Scores
  • % Adherence to defined TATs for Complaints resolution
  • Closure of complaints
• Ensure Performance Driven Culture
  • Adherence to Performance Management system timelines and guidelines