Telemarketing Specialist

Key responsibilities

1. Follow the Tele-calling effort matrix on a daily, weekly & monthly basis

2. Achieve given targets on a daily, weekly & monthly basis

3. Understand customer needs and requirements

Qualifications

Should be a graduate or undergraduate with a minimum 1-year work experience

Key skills

1. Proficient in speaking English & Hindi languages

2. Must have excellent interpersonal skills as well as Oral & verbal communication skills.

3. Highly goal-oriented

4. Customer first attitude.

5. Ready to work in fast-paced environments

6. Adaptable and thrive in changing environment

7. Speaking Talking to others to convey information effectively.

8. Persuasion Persuading others to change their minds or behavior.

9. Active Listening Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

10. Service Orientation Actively looking for ways to help people.

11. Social Perceptiveness Being aware of others' reactions and understanding why they react as they do.

12. Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

13. Negotiation Bringing others together and trying to reconcile differences.

14. Coordination Adjusting actions in relation to others' actions.

15. Monitoring Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action

16. The ability to concentrate on a task over a period of time without being distracted.

Key knowledge

1. Sales and Marketing Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

2. English and Hindi Language Knowledge of the structure and content of the English language including the meaning of words, rules of composition, and grammar.

3. Customer Service Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

4. Telecommunications Knowledge of controlling and operations of telecommunications systems.

Traits

1. Integrity honest and ethical.

2. Dependability reliable, responsible, and dependable, and fulfilling obligations.

3. Initiative Job requires a willingness to take on responsibilities and challenges.

4. Achievement/Effort Establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.

5. Persistence Job requires persistence in the face of obstacles.

6. Independence developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.

7. Attention to Detail careful about detail and thorough in completing work tasks.

8. Self-Control composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.

9. Adaptability/Flexibility Job requires being open to change (positive or negative) and to considerable variety in the workplace.

10. Stress Tolerance Accepting sales denials, criticism and dealing calmly and effectively with high-stress situations or styles

Key tasks

1. Deliver prepared sales talks, reading from scripts that describe products or services, to persuade potential customers to purchase a product or service or to make a donation.

2. Contact businesses or private individuals by telephone to solicit sales for goods or services, or to request donations for charitable causes.

3. Explain products or services and prices, and answer questions from customers.

4. Obtain customer information such as name, address, and payment method, and enter orders into computers.

5. Record names, addresses, purchases, and reactions of prospects contacted.

6. Adjust sales scripts to better target the needs and interests of specific individuals.

7. Know how to use names and telephone numbers of potential customers from various sources such as telephone directories, magazine reply cards, and lists to sell.

8. Answer telephone calls from potential customers who have been solicited through advertisements.

9. Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.

10. Maintain records of contacts, accounts, and orders.

11. Schedule appointments for sales representatives to meet with prospective customers or for customers to attend sales presentations.

Technology skills

1. Access software Call center software

2. Customer relationship management CRM software Database Systems Corp Telemation; Microsoft Dynamics Hot technology

3. Electronic mail software Microsoft Outlook Hot technology

4. Helpdesk or call center software including Automatic call distribution software; Softphone software

5. Interactive voice response software

6. Office software including Microsoft Excel and Word

Work activities

1. Selling or Influencing Others Convincing others to buy merchandise/goods or to otherwise change their minds or actions.

2. Establishing and Maintaining Interpersonal Relationships Developing constructive and cooperative working relationships with others, and maintaining them over time.

3. Working with Computers Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.

4. Documenting/Recording Information Entering, transcribing, recording, storing, or maintaining information in electronic form.

5. Making Decisions and Solving Problems Analyzing information and evaluating results to choose the best solution and solve problems.

6. Communicating with People Outside the Organization Communicating with people outside the organization, representing the organization to customers over telephone.

7. Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources.

8. Communicating with Supervisors, Peers, or Subordinates Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

9. Identifying Objects, Actions, and Events Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.

10. Resolving Conflicts and Negotiating with Others Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Detailed work activities

1. Contact current or potential customers to promote products or services.

2. Spend Time Making Repetitive Motions or actions

3. Answer customer questions about goods or services.

4. Deliver promotional presentations to current or prospective customers.

5. Explain technical product or service information to customers.

6. Maintain records of customer accounts.

7. Develop content for sales presentations or other materials.

8. Identify potential customers.

9. Answer telephones to direct calls or provide information.

10. Schedule appointments with prospective customers.

11. Monitor market conditions or trends.

Work context

1. Constant contact with others

2. Usage of Telephone Every day.

3. Continually or almost continually Spend Time Sitting

4. Deal With Unpleasant or Angry People Every day

5. Face-to-Face Discussions Every day

6. Indoors, Environmentally Controlled Every day

7. Moderate Physical Proximity with other (at arm's length)

8. Important to be Exact or Accurate

9. Deal With External Customers

10. Moderate Level of Competition

11. Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls

12. Some freedom to Make Decisions

13. Often need to make Decision Making