Inbound Sales Representative (English)
Malaysia · Kuala Lumpur
Category
Sales & Marketing
Full time
The ideal candidate will provide an exceptional customer service and take a consultative approach to uncovering needs and forming solutions of new products and services that will help customer's businesses succeed.
Responsibilities and Accountabilities
- Field inbound calls and exhibit the correct sales and customer experience behaviors throughout the entire interaction
- Take a consultative approach to uncovering needs and forming solutions of new products and services that will help their businesses succeed
- Offer resolution within our scope of support (SOS), providing direction for third party resolution or consultation regarding a paid solution, as appropriate
- Troubleshoot client products as needed to resolve each call the first time
- Meet metrics such as First Call Resolution, Conversion Rates, Net Promoter Score, and New Sales
- Demonstrate extraordinary interpersonal skills and the ability to thrive, multi-task, and prioritize in a high-volume, dynamic environment
Minimum requirements
- Bachelor’s degree or Diploma in any discipline
- Fluency in written and spoken English (CEFR B2 Level of proficiency as a minimum)
- Near native or native speaker of Mandarin, Cantonese, English, Thai or Tagalog
- Must be tech savvy and interested in the customer’s products and platform features
- Sales experience is an advantage
- Strong capability of transitioning support calls to solutioning sales opportunities
- Proven ability to promote and build extraordinary customer rapport
- Multitasking and computer navigation abilities
- Ability to take complete ownership of customer issues and provide top tier service while resolving the issue before ending the call
- Coachable, learner mindset, ability to take feedback and proactively apply it to improve results
- Self-driven to achieve targets and deliver superior service
Preferred requirements
- 3+ years sales experience in a consultative selling role
- Solid understanding of client products/services
- Experience in B2B consultative sales, relationship building and using CRM systems
- Experience owning and/or operating a small and/or midsize business (SMB).
- 1+ years’ experience in a commission, bonus, and/or metrics-driven environment.
Competencies and Specific Skills
- Proactive, ambitious and driven to reach goals
- Excellent written and spoken communication skills
- Empathy: Ability to easily and quickly build rapport with customers
- High level of integrity and customer focus. We always consider what’s best for the customer
- Consistent demonstration of our core values: extraordinary customer focus; live passionately, own outcomes, work fearlessly and join forces
- Refusal to allow rejection on one sales call to affect the outcome of the next
- Perseverance and resilience are key
- Able to work independently with minimal supervision and able to take ownership and responsibility for own workload
- Flexibility and ability to handle ambiguity and navigate change with ease. For example: maintaining effectiveness when experiencing major change in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures Willingness to continually learn and develop in order to master knowledge of several core products
- Empathetic and resilient
Assessment scores
- Minimum Typing Speed of 30WPM with a 90% or higher level of accuracy score
- English Language Proficiency CEFR B2 Level
- Candidates must pass mock call and role play simulations
- Candidate must also pass Operations Validation
Teleperformance embraces Diversity and Inclusion and welcomes applications from all backgrounds.