Role Summary
The Sales & Retention Executive manages inbound and outbound sales interactions to drive customer retention and revenue growth. The role handles Sales, Salvage, and Termination enquiries, offers tailored solutions, and proactively upsells and cross-sells telecommunications products and services. Success is measured by consistently achieving sales targets and service quality KPIs.
Responsibilities
Inbound Sales & Retention
- Manage Sales, Salvage, and Termination hotline enquiries, promoting StarHub products and services while building strong customer relationships.
- Perform customer retention activities by addressing concerns, offering suitable solutions, and salvaging at-risk customers.
- Provide accurate product information, pricing, and recommendations tailored to customer needs.
- Proactively upsell and cross-sell relevant StarHub products and bundled services during customer interactions.
Outbound Sales Activities
- Conduct outbound sales calls to new and existing customers to promote telecommunications products and services (e.g., mobile plans, internet, bundled offerings).
- Identify customer needs and present customized solutions to maximize value and satisfaction.
- Follow up on leads generated from marketing campaigns, referrals, and customer enquiries.
- Consistently achieve or exceed individual and team sales targets, meeting KPIs defined in Service Quality Standards and the Balanced Scorecard.
Requirements
- Proven experience in telesales, customer service, or a related role (telecommunication industry experience is a plus).
- Strong verbal communication and active listening skills.
- Ability to handle high call volumes while maintaining quality and professionalism.
- Goal-oriented mindset with the ability to handle objections and close deals effectively.
- Excellent problem-solving skills and a customer-first mindset.
- Highly motivated and sales driven individual who is also an excellent team player.
- Proficient in using CRM systems, telecommunication tools, and Microsoft Office applications.
