Inbound Sales Development Representative

Inbound Sales Development Representative (SDR)

Department: Sales
Location: Singapore
Employment Type: Full-time

About EPOS

EPOS is a leading provider of smart POS and digital payment solutions, empowering merchants with seamless payment acceptance, business management tools, and value-added services. We help businesses of all sizes simplify operations, improve efficiency, and accelerate growth through innovative technology.

About the Role

We are looking for an energetic and customer-focused Inbound Sales Development Representative (SDR) to manage inbound sales enquiries and convert interested prospects into qualified sales opportunities.

As the first point of contact for potential merchants, you will engage customers through phone calls, WhatsApp, email, website enquiries, and marketing campaigns. Your role is to understand their business needs, qualify opportunities, introduce EPOS solutions, and hand over qualified leads to the Merchant Acquisition team for closing.

This role is ideal for someone who enjoys talking to customers, thrives in a fast-paced sales environment, and is passionate about helping SMEs adopt digital payment solutions.

Key Responsibilities

Lead Qualification & Customer Engagement

• Respond promptly to inbound enquiries from the website, social media, WhatsApp, phone calls, email, and marketing campaigns.
• Understand merchants' business operations, payment requirements, and current challenges.
• Qualify leads based on predefined criteria such as business type, transaction volume, outlets, and payment needs.
• Educate prospective merchants on EPOS' POS systems, payment solutions, and value-added services.
• Schedule product demonstrations or appointments with the Merchant Acquisition team for qualified opportunities.

Pipeline Management

• Maintain accurate customer information and activity records in the CRM.
• Follow up with warm leads to drive progression through the sales funnel.
• Track lead status and ensure timely follow-up until handover or closure.
• Meet daily, weekly, and monthly lead qualification and appointment targets.

Cross-functional Collaboration

• Work closely with Marketing to maximise conversion of campaign-generated leads.
• Collaborate with Merchant Acquisition, Operations, and Customer Success teams to ensure a smooth customer journey.
• Share customer insights and market feedback to improve products, campaigns, and sales processes.

Preferred Experience

• Experience selling B2B SaaS, POS systems, payment solutions, fintech, or technology products.
• Experience engaging SME merchants across retail, F&B, beauty, healthcare, or services industries.
• Familiarity with digital payments, QR payments, card acquiring, or merchant solutions.
• Ability to speak additional languages (Mandarin, Malay, or Tamil) to communicate with a diverse merchant base is an advantage.

Key Competencies

• Excellent communication and active listening
• Customer-centric mindset
• Sales and commercial awareness
• Strong problem-solving skills
• Relationship management
• Adaptability and resilience
• Team collaboration
• Attention to detail
• Ownership and accountability

Key Performance Indicators (KPIs)

• First response time to inbound enquiries
• Number of qualified sales opportunities (SQLs)
• Meetings or demos booked for Merchant Acquisition
• Lead-to-opportunity conversion rate
• CRM data accuracy and hygiene
• Customer satisfaction during the qualification process
• Monthly pipeline contribution

Ideal Candidate

You are naturally curious and enjoy engaging with business owners to understand their needs. You excel at building rapport, asking insightful questions, and identifying opportunities. You are highly responsive, organised, and motivated by helping merchants find the right solution while contributing to a high-performing sales team.