Telesales Representative

The successful candidates will play 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. POSITION: TELESALES REPRESENTATIVE COMPANY: NAIROBI CENTRAL HARDWARE LTD. LOCATION: BABA DOGO, RUARAKA, NAIROBI DEADLINE: ROLLING BASIS 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.

■ 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 software is a plus. ■ 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.