Telesales Representative

Industry: FMCG (Fast-Moving Consumer Goods) – Alcoholic Beverages

Experience: Minimum 2 years in telesales, customer service, or inside sales, preferably within the FMCG industry

Reports to: Sales Manager

Job Purpose:

The Telesales Representative will play a key role in supporting the sales team by conducting pre-sales activities, making outbound calls to prospective and existing clients, setting appointments for the Sales Executive team, collecting tele-orders, and providing exceptional customer service during the listing campaign. The role ensures smooth communication between customers and the sales team while optimizing order fulfillment and client satisfaction.

• Key Responsibilities:
• Pre-Sales & Appointment Setting:
  1. Conduct outbound calls to existing and potential clients to introduce products and services in the alcoholic beverages sector.
  2. Qualify prospects and set up appointments for Sales Executives to meet with clients for in-person presentations and product demonstrations.
  3. Coordinate with the Key Account Sales Executives to schedule meetings, ensuring calendars are efficiently managed.
• Tele-Orders & Order Processing:
  1. Take tele-orders from clients and ensure accurate entry of order details into the system.
  2. Coordinate with the logistics and supply chain teams to track order fulfillment and delivery timelines.
  3. Provide clients with real-time updates on their orders and address any concerns related to delivery or product availability.
• Customer Service & Follow-Up:
  1. Serve as a primary point of contact for customer inquiries during the listing campaign, resolving product or service-related issues.
  2. Provide proactive follow-ups to ensure client satisfaction post-delivery, addressing any issues promptly and professionally.
  3. Collect feedback from clients on service quality and product satisfaction to support continuous improvement initiatives.
• Sales Support:
  1. Support the Sales Executives and Sales Manager by maintaining updated records of client interactions, appointments, and sales activities in the CRM system.
  2. Assist in organizing and executing sales campaigns and promotions by communicating offers and incentives to clients.
  3. Provide regular reports on telesales performance, feedback, and client concerns to the Sales Manager for strategic planning.
• Database Management & Lead Generation:
  1. Maintain and update the customer database, ensuring accurate client information, preferences, and sales history are recorded.
  2. Identify new leads through outbound calls and add them to the sales pipeline for further engagement by the sales team.
  3. Assist in maintaining contact with lapsed accounts and reactivating them where possible.
• Key Requirements:
  1. Minimum 2 years of experience in telesales, customer service, or inside sales, preferably within the FMCG or alcoholic beverages industry.
  2. Excellent verbal communication skills with a persuasive and professional phone demeanor.
  3. Ability to handle multiple client interactions, collect orders accurately, and resolve issues efficiently.
  4. Strong organizational and multitasking skills to manage appointments, orders, and follow-up processes.
  5. Proficient in using CRM software, Microsoft Office Suite (Word, Excel), and other communication tools.
  6. Customer-centric approach with the ability to remain calm and professional in high-pressure situations.
  7. Understanding of the alcoholic beverages sector and familiarity with wine and spirits products is an advantage.
• Qualifications:
  1. High school diploma or equivalent; a bachelor’s degree in Business, Sales, or a related field is a plus.
  2. Prior training or certification in telesales or customer service is desirable.
• Benefits:
  1. Competitive base salary with performance-based incentives.
  2. Opportunities for professional development and career growth within the company.