Call Centre Agent - (Inbound & Outbound Sales Executive)

Key Responsibilities

Inbound Call Handling

Answer all incoming calls promptly and professionally. Understand customer requirements and recommend suitable products. Prepare accurate quotations during or immediately after customer calls. Convert inquiries into confirmed sales orders. Transfer technical or complex inquiries to the appropriate department when necessary.

Outbound Sales Calls

Follow up all pending quotations within the prescribed timelines. Contact customers who have not responded to quotations. Re-engage dormant customers to generate repeat business. Conduct outbound sales campaigns to promote new products and special offers. Follow up previous customers to encourage repeat purchases.

Customer Communication

Handle customer inquiries received through telephone, WhatsApp, email, and other approved communication channels. Provide accurate product information, pricing, stock availability, and delivery timelines. Resolve customer concerns professionally or escalate them where necessary.

Sales Administration

Record every customer interaction in the ERP/CRM system. Update quotation and customer status after every follow-up. Maintain accurate customer records. Ensure all quotations and sales orders are accurate before submission.

Performance & Productivity

Meet daily inbound and outbound call targets. Meet quotation follow-up targets. Achieve monthly sales revenue targets. Maintain high quotation conversion rates. Achieve the company's customer service standards.

Key Performance Indicators (KPIs)

Monthly sales revenue achieved. Quotation conversion rate. Number of inbound calls handled. Number of outbound calls completed. Number of quotations followed up. Number of dormant customers reactivated. Average call handling time. Average response time. Customer satisfaction score. First-call resolution rate. Daily talk time. Call quality score. Attendance and punctuality. ERP/CRM data accuracy.

Qualifications

Diploma or Degree in Business, Marketing, Sales, Customer Service, or a related field. Experience in a call centre, telesales, or inside sales role is an added advantage. Excellent verbal communication and telephone etiquette. Strong listening, negotiation, and persuasion skills. Good computer literacy and ability to use ERP/CRM systems. Ability to multitask and work under pressure.

Personal Attributes

Customer-focused. Disciplined and punctual. Results-oriented. Excellent communication skills. Positive attitude. Confident and persuasive. Detail-oriented. Honest and professional. Self-motivated and resilient.