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Call Centre Agent - (Inbound & Outbound Sales Executive)
📍 Nairobi 💼 On-site ⏰ Full Time 📋 Permanent Contract 🏷️ Sales
Minimum Experience
1 year
Application Deadline
📅 31/12/2026
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Job Description
Key Responsibilities Inbound Call Handling
  • Answer all incoming calls promptly and professionally.
  • Understand customer requirements and recommend suitable products.
  • Prepare accurate quotations during or immediately after customer calls.
  • Convert inquiries into confirmed sales orders.
  • Transfer technical or complex inquiries to the appropriate department when necessary.

Outbound Sales Calls
  • Follow up all pending quotations within the prescribed timelines.
  • Contact customers who have not responded to quotations.
  • Re-engage dormant customers to generate repeat business.
  • Conduct outbound sales campaigns to promote new products and special offers.
  • Follow up previous customers to encourage repeat purchases.

Customer Communication
  • Handle customer inquiries received through telephone, WhatsApp, email, and other approved communication channels.
  • Provide accurate product information, pricing, stock availability, and delivery timelines.
  • Resolve customer concerns professionally or escalate them where necessary.

Sales Administration
  • Record every customer interaction in the ERP/CRM system.
  • Update quotation and customer status after every follow-up.
  • Maintain accurate customer records.
  • Ensure all quotations and sales orders are accurate before submission.

Performance & Productivity
  • Meet daily inbound and outbound call targets.
  • Meet quotation follow-up targets.
  • Achieve monthly sales revenue targets.
  • Maintain high quotation conversion rates.
  • Achieve the company's customer service standards.

Key Performance Indicators (KPIs)
  • Monthly sales revenue achieved.
  • Quotation conversion rate.
  • Number of inbound calls handled.
  • Number of outbound calls completed.
  • Number of quotations followed up.
  • Number of dormant customers reactivated.
  • Average call handling time.
  • Average response time.
  • Customer satisfaction score.
  • First-call resolution rate.
  • Daily talk time.
  • Call quality score.
  • Attendance and punctuality.
  • ERP/CRM data accuracy.

Qualifications
  • Diploma or Degree in Business, Marketing, Sales, Customer Service, or a related field.
  • Experience in a call centre, telesales, or inside sales role is an added advantage.
  • Excellent verbal communication and telephone etiquette.
  • Strong listening, negotiation, and persuasion skills.
  • Good computer literacy and ability to use ERP/CRM systems.
  • Ability to multitask and work under pressure.

Personal Attributes
  • Customer-focused.
  • Disciplined and punctual.
  • Results-oriented.
  • Excellent communication skills.
  • Positive attitude.
  • Confident and persuasive.
  • Detail-oriented.
  • Honest and professional.
  • Self-motivated and resilient.
Location
📍 Approximate location
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About the Company
Claid Africa Africa Group Limited publishes its vacancies in Kenya through Saplic. Profile created automatically.