Sales & Customer Engagement Agent

Purpose

The Sales Contact Centre Agent is responsible for handling inbound customer interactions, identifying customer needs and converting sales opportunities across a variety of sales programmes.

The role requires agents to deliver a consistent, professional customer experience while following established sales processes, call flows and quality standards. Agents are expected to effectively communicate product and service offerings, identify opportunities for upselling and cross-selling, overcome customer objections and achieve individual sales and performance targets.

The successful candidate will contribute to overall programme performance by balancing customer satisfaction, sales conversion, revenue generation and operational efficiency.

Key Responsibilities

A. Customer Engagement and Sales

· Handle inbound customer calls professionally and efficiently.

· Establish rapport with customers and identify their needs, preferences and requirements.

· Understand and communicate relevant product and service offerings accurately.

· Identify opportunities to upsell customers to higher-tier packages and additional services.

· Promote relevant add-ons, upgrades and cross-selling opportunities.

· Apply effective sales techniques to overcome objections and improve conversion rates.

· Guide customers through the purchasing process and ensure successful order placement.

· Maintain a customer-focused approach throughout every interaction.

B. Call Flow and Process Adherence

· Follow prescribed call flows and sales processes for the assigned programme.

· Ensure all required customer information is accurately captured during interactions.

· Follow the correct procedures for order entry, verification and submission.

· Minimise unnecessary transfers, repeat interactions and avoidable escalations.

· Maintain efficient call handling without compromising customer experience or sales quality.

· Remain up to date with changes to products, campaigns, promotions and procedures.

C. Systems and Administration

· Navigate multiple systems and resources simultaneously using a dual-monitor workstation.

· Access relevant online resources and information portals where required.

· Ensure customer information, sales details and order records are accurately documented.

· Maintain data accuracy and follow all applicable information security and confidentiality requirements.

D. Quality Assurance and Performance

· Adhere to established quality assurance standards and programme-specific evaluation criteria.

· Participate in ongoing coaching, feedback and performance improvement initiatives.

· Apply feedback received through quality evaluations and call calibrations.

· Demonstrate consistency in following approved call flows and compliance requirements.

· Take accountability for individual sales results and operational performance.

· Contribute to reducing escalations and improving the overall customer experience.

Candidate Profile and Minimum Requirements

The ideal candidate will be an experienced, confident and results-driven sales professional with a strong background in customer experience and contact centre sales.

Minimum Requirements:

· Excellent verbal and written communication skills - English.

· Neutral English accent with clear pronunciation and strong conversational fluency.

· Minimum of 2 years' customer experience (CX) or contact centre experience in a sales-focused role.

· NQF 5 or above

· Proven experience in sales, upselling, cross-selling and converting customer enquiries into sales.

· Demonstrated ability to work towards and achieve sales targets and performance KPIs.

· Strong computer literacy, with the ability to navigate multiple applications, systems and browser-based platforms simultaneously.

· Comfortable working with dual-monitor computer setups and switching between multiple systems during live customer interactions.

· Good typing skills and the ability to accurately capture customer information while engaging in conversation.

· Strong understanding of professional telephone etiquette and customer engagement standards.

· Ability to work centre-based rotational shifts Monday - Sunday, US hours.

Preferred Attributes:

· Previous experience in a high-volume, target-driven contact centre environment.

· Experience selling subscription-based services, packages, upgrades or additional products.

· Proven track record of meeting or exceeding sales targets.

· Experience working with structured sales scripts, call flows and quality assurance frameworks.

· A strong understanding of customer retention and relationship-building techniques.

Overall Expectation
The Sales & Customer Engagement Agent is expected to deliver consistent sales performance while maintaining high standards of customer engagement, professionalism and service quality.

Success in the role will be measured by the agent's ability to convert customer interactions into successful sales, identify opportunities to maximise revenue, maintain accurate order processing and adhere to established operational and quality standards.

Agents are expected to take ownership of their performance, apply coaching and feedback constructively and contribute to the continuous improvement of their assigned sales programme.