Telesales Officer - Digital at Old Mutual Kenya

JOB SUMMARY

The Telesales Officer is responsible for driving digital sales by engaging with customers via phone and other digital communication channels. This role focuses on promoting company products and services, closing sales, and nurturing customer relationships. The ideal candidate will excel at meeting sales targets and delivering outstanding customer experiences while leveraging digital tools and platforms.

KEY TASKS AND RESPONSIBILITIES

• Communicate with customers following established guidelines to address inquiries and resolve issues.
• Develop a deep understanding of the company’s products and services to make personalized recommendations.
• Actively generate, qualify, and pursue leads to achieve individual sales targets.
• Initiate and manage customer interactions through phone calls and digital platforms.
• Maintain and manage a sales pipeline, providing regular updates to team leaders.
• Effectively handle customer objections to close sales and ensure satisfaction.
• Build and sustain positive relationships with customers to drive repeat business.
• Utilize CRM and other digital tools to record interactions and manage customer data efficiently.
• Promote and upsell additional products and services during customer engagements.
• Prepare and submit sales performance and activity reports to management.
• Meet or exceed defined KPIs, including call volume and conversion rates.

SKILLS AND COMPETENCIES

• Proficiency in Windows-based applications (e.g., MS Office) and CRM systems.
• Excellent verbal and written communication skills with a customer-first attitude.
• Strong analytical skills to assess customer needs and provide tailored solutions.
• Proven ability to handle objections and negotiate effectively.
• Goal-oriented with a track record of consistently meeting or exceeding sales targets.

KNOWLEDGE & EXPERIENCE

• Success in meeting or exceeding sales targets in telesales or digital sales roles.
• Experience in the insurance, financial services, or digital sales sector is highly preferred
• Proficiency with CRM systems, digital tools, and MS Office applications.
• Strong ability to build relationships and deliver tailored solutions to customer needs.
• Excellent verbal and written communication skills with strong negotiation abilities.
• At least one year of insurance experience and progress toward certifications (e.g., ACII, COP) is preferred.

QUALIFICATIONS

• Diploma or degree in a business-related field (e.g., Marketing, Sales, Business Administration).
• Progress toward insurance certifications such as ACII (Associate of the Chartered Insurance Institute) or COP (Certificate of Proficiency in Insurance) is preferred.
• A minimum of one year of experience in sales, preferably in insurance or digital sales environments.