Job Summary
The Senior Agent for Sales Retention Team will be part of a customer-facing offshore team supporting a leading telecommunications client’s Mid Markets segment, initially focusing on Wireline customers, with potential expansion into Mobility services. This role is key to driving customer retention and contract renewals, while delivering excellent account management support.
As a direct extension of the client’s sales organization, the Senior Agent will engage with customers and sellers to manage sales activities, resolve billing inquiries, provide Day 2 order support, and ensure smooth and professional experience. In addition to frontline responsibilities, the role will support back-end functions such as reporting, tracking, and documentation to maintain operational excellence and efficient issue resolution.
Job Responsibilities
• Engage customers to promote contract renewals and retention, aligned with clients’ business objectives.
• Conduct sales and account management calls, applying a consultative and value-based approach.
• Serve as a daily contact point for customers and internal sellers, maintaining a high level of service.
• Handle billing concerns and account inquiries, ensuring timely and effective resolution.
• Provide Day 2 support, assisting customers after the initial order and ensuring a positive service experience.
• Maintain accurate documentation of interactions and customer history in tracking systems.
• Collaborate with back-end support teams for reporting, escalation tracking, and operational improvements.
• Set up a call back for follow up for deal closure
Qualifications
• Strong verbal and written English communication skills, with the ability to explain complex topics in simple, concise language.
• Comfortable with customer-facing conversations via phone, with confidence in managing sales discussions and customer concerns.
• Preferred background in sales, tele sales, or customer retention roles; Minimum 2–3 years of experience in customer service, sales, or telesales, preferably within telecommunications.
• Minimum of 6 months of telesales experience
• Amenable to work on a shifting schedule
• Must be flexible with the ability to adapt to changes quickly.
• Proactive and has a customer service-oriented mindset
• Able to handle conversations without a script and can offer value added services
• Excellent interpersonal skills, with the ability to build rapport and trust with clients.
• Organized, detail-oriented, and capable of managing multiple tasks simultaneously.
• Strong problem-solving skills and ability to navigate billing and order support tools effectively.
• Proficient in using Microsoft Office tools systems or support tools; organized and detail oriented.
• Can handle customer objection and offer issue resolutions.
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