Nairobi, Kenya
Telesales Representative
POSITION: TELESALES REPRESENTATIVE COMPANY: NAIROBI CENTRAL HARDWARE LTD. LOCATION: BABA DOGO, RUARAKA, NAIROBI DEADLINE: ROLLING BASIS SALARY: 80-100K INTRODUCTION: At Nairobi Central Hardware Ltd. our mission is to provide the broadest selection of high-quality tools & accessories across Kenya & East Africa. Our product range supports the construction, manufacturing, plumbing, home renovation, & farming industries. We are passionate about delivering practical solutions & reliable service. JOB SUMMARY: We are seeking a motivated & enthusiastic Telesales Representative to join our dynamic sales team. The successful candidate will play a crucial role in driving sales by engaging with potential & existing customers over the phone. You will be responsible for effectively communicating our product offerings, addressing customer inquiries, & managing relationships to close sales & ensure customer satisfaction. The ideal candidate will possess strong communication skills, a passion for sales, & the ability to resolve customer concerns professionally. KEY RESPONSIBILITIES: 1. Sales Generation & Business Development ● Contact existing and prospective customers daily to generate sales opportunities. ● Convert customer inquiries into confirmed sales orders. ● Identify new sales opportunities within existing customer accounts. ● Reactivate dormant customers through regular follow-up. ● Build and maintain long-term customer relationships. ● Achieve assigned monthly sales targets. ● Increase customer purchase frequency and average order value. ● Conduct follow-up calls after quotations to maximize conversion. 2. Customer Relationship Management ● Serve as the primary contact for assigned customer accounts. ● Develop strong relationships built on trust and professionalism. ●Understand customer requirements and recommend suitable products. ●Maintain regular communication with customers regarding promotions, stock availability, and new product introductions. ● Ensure customers receive timely responses to all inquiries. 3. Quotations & Order Processing ● Prepare accurate quotations promptly. ● Follow up all outstanding quotations. ● Convert approved quotations into sales orders. ● Process customer orders accurately in the ERP system. ● Verify product codes, quantities, pricing, discounts, and customer information before processing. ● Ensure orders are completed accurately and within company procedures. 4. Product Knowledge & Technical Selling ● Maintain thorough knowledge of the company's product portfolio. ● Understand product specifications, applications, and advantages. ● Recommend suitable alternatives when requested products are unavailable. ● Cross-sell complementary products. ● Upsell premium products where appropriate. ● Educate customers on product usage and suitable applications. 5. Order Fulfilment Coordination ● Coordinate with Warehouse to ensure timely order preparation. ● Liaise with Dispatch regarding deliveries. ● Follow up customer deliveries until completion. ● Communicate delivery updates to customers. ● Resolve delays affecting customer orders. 6. Customer Service & Complaint Resolution ● Respond promptly to customer inquiries. ● Resolve customer complaints professionally. ● Coordinate product exchanges, returns, shortages, and damaged goods. ● Escalate unresolved issues to the Head of Sales where necessary. ● Ensure every customer interaction reflects positively on the company. 7. Collections Support ● Follow up customers with overdue invoices. ● Coordinate with the Finance Department regarding payment status. ● Encourage timely customer payments. ● Assist in resolving payment-related queries. 8. Data Management & Reporting ● Maintain accurate customer records within the ERP system. ● Record all customer interactions, quotations, sales, and follow-up activities. ● Keep customer contact information updated. ● Prepare daily, weekly, and monthly sales reports as required. ● Maintain confidentiality of customer and company information. 9. Market Intelligence ● Monitor competitor activities, pricing, and product offerings. ● Gather customer feedback and communicate market trends. ● Identify emerging customer needs and business opportunities. ● Recommend product improvements based on customer feedback. 10. Team Collaboration ● Work closely with the Warehouse, Dispatch, Finance, Procurement, Marketing, and Customer Service teams. ● Participate in departmental meetings and sales reviews. ● Share market intelligence with management. ● Support company initiatives aimed at improving customer satisfaction and sales performance. QUALIFICATIONS & SKILLS: Minimum of a Bachelor Degree in Sales & Marketing, Customer Service, or related field. Proven experience as a Telesales Representative or similar role in sales. Demonstrated success in meeting or exceeding sales targets over the phone. Strong proficiency with Tally ERP or similar ERP & CRM softwares. Quick to learn new product information & effectively communicate features & benefits. Exceptional verbal communication/written & interpersonal skills. Ability to stay calm, composed, & professional, even when handling rejection or difficult customers. Strong problem-solving skills with a focus on customer satisfaction. HOW TO APPLY: If you are driven, results-oriented, & thrive in a fast-paced environment, we encourage you to apply & be a part of a fast growing company in the hardware industry. Use the link below: Submit your application through the link below: ★ https://forms.gle/1ambTAhBwfX3zURY9 ONLY contact the HR for any further inquiries, at: +254 710 234 671