Outbound Sales Agent – iStore Online Cellular

The Outbound Sales Agent is responsible for conducting outbound telephonic sales to new and existing customers with the goal of selling mobile cellular contracts across 3 networks: MTN, Vodacom and Telkom. This includes SIM-only deals, handset deals, contract renewals and value-added iStore services. The role requires excellent verbal communication skills (listening, questioning and empathy), strong persuasive skills, product knowledge (Apple products and iStore services), and a good understanding of mobile networks. The agent is expected to deliver exceptional customer service while meeting strict daily and monthly performance targets in a fast-paced, regulated sales environment. Key Responsibilities & Deliverables: Outbound Sales Execution Initiate outbound calls to leads, prospects, or customers sourced via customer value marketing campaigns and iStore web leads. Ask appropriate questions to understand customer needs like lifestyle, usage, behaviour, budget, and preferences. Match the correct product and deal from the available contract portfolio (SIM-only, handset SIM, data contracts, etc.) to the customer profile. Actively promote latest contract offerings, limited-time promotions, or upgrade deals. Manage high volumes of outbound calls efficiently, with professionalism and adherence to call protocols. Lead Management & Conversion Accurately capture customer details and sales information in the CRM system. Ensure lead follow-up and management within defined SLA timeframes. Maximise conversion rates through persistent follow-up, tailored pitches, and addressing customer objections. Mobile Product & Industry Knowledge Demonstrate in-depth knowledge of: Mobile contract types Network platforms (Vodacom, MTN, Telkom) Apple Devices Porting and SIM swap processes RICA and activation requirements Quality, Compliance & Risk Ensure 100% adherence to: RICA requirements: real-time verification, capturing correct documents, and using approved RICA apps/systems. POPIA (Protection of Personal Information Act): secure handling of personal information. CPA (Consumer Protection Act): transparent disclosure of terms, cooling-off periods, and device/network limitations. FAIS & FICA (if applicable): in case of mobile insurance sales. Follow structured call scripts with mandatory disclosures. Complete recordings and audit logs per QA and legal policy. Flag any suspected fraudulent applications or data discrepancies to leaders immediately. Customer Service & Relationship Management Offer a consistent, customer-centric experience to build brand trust and loyalty. Address objections, billing concerns, network queries, or device misunderstandings confidently and accurately. Assist with minor customer support queries when needed post-sale, and route complex support queries to correct teams. Update customer records and maintain full visibility of sales lifecycle (from pitch to activation and delivery). Administrative & Reporting Responsibilities Manage daily activities using CRM software and dashboards, including: Number of calls made Successful connections Sales closed Revenue generated and conversion targets Follow-up pipelines and callbacks Submit signed deals and any supporting customer paperwork per the internal process. Report system issues, customer complaints, or non-compliant and fraudulent attempts to team leads. Participate in team meetings and performance review sessions. Education & Experience Requirements: Matric / Grade 12 / NQF Level 4 or above A qualification in Sales, Business Administration, or Marketing would be highly advantageous. Minimum 24 years outbound sales experience, including cold calling. Proven track record in meeting and exceeding sales targets. Worked in a BPO or high-performance call centre environment. Experience in the telecommunications/mobile cellular industry would be highly advantageous. Technical Skills: Excellent telephone communication and active listening skills Confident in working with: CRM systems Sales tracking tools Comfortable using dual screens and working on multiple systems simultaneously Key Behavioural Competencies: Competency Description Target-Driven Demonstrates persistence and urgency in meeting sales goals Persuasive Communicator Uses persuasive language effectively to close deals Resilience & Tenacity Bounces back from rejection and maintains a positive attitude Problem Solver Thinks quickly and tailors the pitch to individual customer needs and concerns Attention to Detail Accurately records data and ensures clean paperwork Integrity & Ethics Upholds compliance, POPIA, brand tone, and company values during all interactions Adaptability Can adjust sales tactics quickly in response to customer feedback or product changes Team Collaboration Works well within a target-oriented team and contributes to group success Working Environment: High-paced call centre environment with daily and hourly performance monitoring May require rotational shifts, including Saturday shifts (based on campaign) Seated for extended periods; headset and computer usage throughout shift Incentive-driven culture with a strong focus on sales outcomes and team recognition

Location: Sandton, Gauteng, ZA

Posted Date: 7/25/2025