Customer Service Representative (Inside Sales)

Short Role Summary:Campaign role is to execute effective day-to-day telemarketing campaigns management to achieve the given KPIs on sales and quality. He/she is accountable to make sure outsourced call center is managing the sales TSRs and conducting genuine sales call in compliance to our call guide to potential customers/ partner leads.Job Responsibilities:To ensure daily sales target and all the set KPIs are met.Manage call center including their sales TSRs attendance & tardiness.Ensure call center strictly adheres to call center discipline and guidelines.Implements and drive results of telemarketing incentive program in the effort to close any production gap and meet the sales target.Oversee and ensure Sales call QA done timely as per the SLA (same day and plus 1 day) andsupport miscellaneous ad-hoc call project. All successful billed though cases to be verified on the date of billing deduction.Monitor billing to improve new business issuance rate.Monitor sales file daily submission to New Business to ensure automation in place and files processed.To provide feedback, training, coaching, and support to call centers to improve salesperformance and its quality. Verify the use of scripts, product knowledge, sales closing skill, greeting, listening, etiquette and objection handling.To prepare and provide relevant tracking reports for reference and improvement.To random audit the sales calls and live call to ensure sales qualityKey liaison between FWD and call centerLiaison with partners on leads and matters related to telemarketing/customers. Leads preparation for call center.Necessary internal liaison with internal stakeholders including CS, Operation, IT, Finance Governance.New responsibilities may be added from time to time when necessary.Job Requirements:Bachelor’s Degree in Business, Marketing, Communications, or any related field.Minimum 1 to 2 years of experience in telemarketing, telesales operations, or call center campaign management. Experience in insurance/financial services industry is an added advantage.Strong verbal and written communication skills in English and Bahasa Malaysia. Able to communicate clearly and professionally with internal and external stakeholders.Experience managing outsourced call centers or telesales agents including performance monitoring, coaching, and discipline handling.Able to monitor QA, ensure call quality and compliance with guidelines and regulatory standards.Proficient in Microsoft Office (Excel, PowerPoint) and familiarity with CRM or telemarketing systems/tools.Adaptability: Able to multitask, handle ad hoc tasks and work in a fast-paced environment.