Outbound Sales Representative
Job summary
As an Outbound Sales Representative, you will drive customer acquisition through a combination of voice calls and digital channels (WhatsApp & SMS). Your primary objective is to guide potential customers to download our official app and complete the registration process. The core KPI for this role is "Valid App Registrations." You must strictly adh
Job descriptions & requirements
Key Responsibilities
High-Volume Outbound Calling: Execute daily cold/warm calls using standardized bilingual scripts (English & Swahili). Effectively communicate the value of our "free credit assessment" to drive app downloads and profile completion.
Omnichannel Lead Nurturing: Within 5 minutes after a call (or in cases of missed calls/rejections), send official download links and compliance disclaimers via WhatsApp Business or SMS. Flexibly select the appropriate channel based on customer tags to maximize conversion rates.
Objection Handling & Compliance: Professionally address common customer concerns regarding interest rates, data privacy, and platform legitimacy. Zero tolerance for over-promising. You must clearly communicate that approvals are subject to system assessment and that late payments will be reported to the Credit Reference Bureau (CRB).
Data Hygiene & Feedback Loop: Quickly identify and tag invalid numbers, empty lines, or wrong persons in the CRM system (e.g., DNC - Do Not Call). Collect authentic frontline feedback on pricing and app UX, and report daily.
Quality Assurance (QA) Adherence: Strictly follow call recording protocols and cooperate with QA audits. Promptly rectify any non-compliant behaviors (e.g., abusive language, calling outside business hours, false promises).
Qualifications & Requirements
Language Proficiency:
English: Fluent with clear pronunciation and strong business communication skills.
Swahili: Highly proficient; able to conduct daily conversations and explain basic financial concepts (familiarity with Sheng slang is a plus).
Note: A live Swahili oral assessment will be part of the interview process.
Experience:
Minimum 1 year of outbound sales or call center experience. Prior experience in overseas Fintech, micro-lending, or cross-border e-commerce is highly preferred.
Strong understanding of Kenyan local culture, M-Pesa payment ecosystems, and the digital lending landscape (e.g., M-Shwari, Fuliza, Tala, Branch).
Core Competencies:
Resilience: Ability to thrive in a high-rejection environment, maintaining emotional stability and professionalism.
Compliance Awareness: Deep respect for regulatory red lines. Zero tolerance for harassment, violence, or false advertising.
Execution: Strict adherence to Standard Operating Procedures (SOPs) without unauthorized deviations.
Technical Skills: Proficient in CRM systems and WhatsApp Business API. High accuracy in data entry.
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