Telesales Representatives

POSITION: TELESALES REPRESENTATIVE 

COMPANY: NAIROBI CENTRAL HARDWARE LTD. 

LOCATION: BABA DOGO, RUARAKA, NAIROBI 

DEADLINE: ROLLING BASIS 

INTRODUCTION: 

At Nairobi Central Hardware Ltd. our mission is to provide the broadest selection of high-quality tools & accessories across Kenya & East Africa. Our product range supports the construction, manufacturing, plumbing, home renovation, & farming industries. We are passionate about delivering practical solutions & reliable service. 

JOB SUMMARY: 

We are seeking a motivated & enthusiastic Telesales Representative to join our dynamic sales team. The successful candidate will play a crucial role in driving sales by engaging with potential & existing customers over the phone. You will 

be responsible for effectively communicating our product offerings, addressing customer inquiries, & managing relationships to close sales & ensure customer satisfaction. The ideal candidate will possess strong communication skills, a passion for sales, & the ability to resolve customer concerns professionally. 

KEY RESPONSIBILITIES: 

1. Sales Generation & Business Development 

● Contact existing and prospective customers daily to generate sales opportunities. 

● Convert customer inquiries into confirmed sales orders. 

● Identify new sales opportunities within existing customer accounts. 

● Reactivate dormant customers through regular follow-up. 

● Build and maintain long-term customer relationships. 

● Achieve assigned monthly sales targets. 

● Increase customer purchase frequency and average order value. 

● Conduct follow-up calls after quotations to maximize conversion.

2. Customer Relationship Management 

● Serve as the primary contact for assigned customer accounts. 

● Develop strong relationships built on trust and professionalism.

●Understand customer requirements and recommend suitable products.

●Maintain regular communication with customers regarding promotions, stock availability, and new product introductions. 

● Ensure customers receive timely responses to all inquiries. 

3. Quotations & Order Processing 

● Prepare accurate quotations promptly. 

● Follow up all outstanding quotations. 

● Convert approved quotations into sales orders. 

● Process customer orders accurately in the ERP system. 

● Verify product codes, quantities, pricing, discounts, and customer information before processing. 

● Ensure orders are completed accurately and within company procedures. 

4. Product Knowledge & Technical Selling 

● Maintain thorough knowledge of the company's product portfolio.

● Understand product specifications, applications, and advantages.

● Recommend suitable alternatives when requested products are unavailable. 

● Cross-sell complementary products. 

● Upsell premium products where appropriate. 

● Educate customers on product usage and suitable applications. 

5. Order Fulfilment Coordination 

● Coordinate with Warehouse to ensure timely order preparation.

● Liaise with Dispatch regarding deliveries. 

● Follow up customer deliveries until completion. 

● Communicate delivery updates to customers. 

● Resolve delays affecting customer orders.

6. Customer Service & Complaint Resolution 

● Respond promptly to customer inquiries. 

● Resolve customer complaints professionally. 

● Coordinate product exchanges, returns, shortages, and damaged goods.

● Escalate unresolved issues to the Head of Sales where necessary.

● Ensure every customer interaction reflects positively on the company. 

7. Collections Support 

● Follow up customers with overdue invoices. 

● Coordinate with the Finance Department regarding payment status.

● Encourage timely customer payments. 

● Assist in resolving payment-related queries. 

8. Data Management & Reporting 

● Maintain accurate customer records within the ERP system. 

● Record all customer interactions, quotations, sales, and follow-up activities. 

● Keep customer contact information updated. 

● Prepare daily, weekly, and monthly sales reports as required. 

● Maintain confidentiality of customer and company information. 

9. Market Intelligence 

● Monitor competitor activities, pricing, and product offerings. 

● Gather customer feedback and communicate market trends. 

● Identify emerging customer needs and business opportunities. 

● Recommend product improvements based on customer feedback.

10. Team Collaboration 

● Work closely with the Warehouse, Dispatch, Finance, Procurement, Marketing, and Customer Service teams. 

● Participate in departmental meetings and sales reviews. 

● Share market intelligence with management. 

● Support company initiatives aimed at improving customer satisfaction and sales performance. 

QUALIFICATIONS & SKILLS: 

■ Minimum of a Bachelor Degree in Sales & Marketing, Customer Service, or related field. 

■ Proven experience as a Telesales Representative or similar role in sales.

■ Demonstrated success in meeting or exceeding sales targets over the phone. 

■ Strong proficiency with Tally ERP or similar ERP & CRM softwares is a plus.

■ Quick to learn new product information & effectively communicate features & benefits. 

■ Exceptional verbal communication/written & interpersonal skills.

■ Ability to stay calm, composed, & professional, even when handling rejection or difficult customers. 

■ Strong problem-solving skills with a focus on customer satisfaction. 

HOW TO APPLY: 

If you are driven, results-oriented, & thrive in a fast-paced environment, we encourage you to apply & be a part of a fast growing company in the hardware industry. Use the link below: 

Submit your application through the link below: 

★ https://forms.gle/1ambTAhBwfX3zURY9 

ONLY contact the HR for any further inquiries, at: 

+254 710 234 671