Tier 1&2 Agent Telesales

Department: Sales & Customer ExperienceReports to: Team Leader / Sales SupervisorPosition Overview:As a Tier 1 & 2 Agent at Konecta, you will be joining our dedicated team supporting , you will handle escalated, complex, and high-value inbound telesales and chat interactions. We are seeking dynamic and results-driven Agent to handle inbound voice and chat-based telesales contacts for Lenovo. As the frontline of the customer experience, Tier 1 Agents play a critical role in converting inquiries into sales, promoting Lenovo products, and delivering world-class service that reflects Konecta's commitment to customer excellence and client expectations.You will interact with individual consumers and small-to-medium business customers, identifying needs and recommending the right solutions in a professional and consultative manner.Key Responsibilities:🔹 Sales & ConversionHandle inbound sales inquiries via voice and chat channels.Understand customer needs, preferences, and budget to recommend suitable products (laptops, desktops, accessories, services).Upsell and cross-sell additional products or services (e.g., extended warranties, accessories, support packages).Meet or exceed daily/weekly/monthly sales targets (units, revenue, conversion rate).🔹 Customer ExperienceDeliver exceptional customer interactions that reflect brand and Konecta's service standards.Address customer concerns confidently and accurately, maintaining a positive tone throughout.Ensure first-contact resolution wherever possible to drive customer satisfaction.🔹 Product & Process KnowledgeMaintain up-to-date knowledge of current product lineup, promotions, and service offerings.Navigate multiple tools and CRM systems to access product information, order history, and customer data.Attend regular training sessions to remain informed of updates in offerings and BPO sales practices.🔹 Operational ExcellenceAccurately document customer interactions in CRM systems.Adhere to compliance, data protection, and Konecta's stringent quality standards, as well as client expectations.Follow defined workflows, escalation procedures, and scripting as required.Provide feedback to team leads and QA for continuous improvement of call/chat handling and sales techniques, contributing to Konecta's culture of continuous improvement.Escalation Resolution [ applicable for Tier 2 scope]Resolve customer objections, pricing issues, and configuration challenges escalated from Tier 1.Act as the primary contact for critical or priority interactions, including dissatisfied or hesitant customers.Demonstrate deep product and policy understanding to troubleshoot and resolve sales-related issues quickly, upholding Konecta's standards of service recovery.Key Performance Indicators (KPIs):Sales conversion rate (%)Average Handling Time (AHT)Chat concurrency (if applicable)Customer Satisfaction Score (CSAT)First Contact Resolution (FCR)Compliance & Quality Audit scoresUpsell/Attachment rateRequired Qualifications & Skills:🎓 Education & ExperienceHigh school diploma or equivalent required; Bachelor’s degree preferred.1+ year of experience in telesales, inbound customer service, or tech retail preferred.Previous experience in a BPO environment is a strong advantage.💬 Language SkillsFluent in spoken and written C1 Level EnglishWriting and typing skills - 40-60 words per minute and >90% accuracy💼 Technical & Sales SkillsBasic technical aptitude – ability to understand and communicate product specs and configurations.Strong product knowledge (PCs, laptops, hardware components, peripherals).Strong sales acumen – understanding of sales cycles, upselling, objection handling.Familiarity with BPO / CX CRMs (e.g., Salesforce, Zendesk) and chat platforms.Proficiency in MS Office and web-based applications.🌟 Soft SkillsExcellent communication and active listening skills.Persuasive and confident communicator with strong customer empathy.Self-motivated, results-driven, and able to thrive in a performance-focused environment.Team player with a collaborative mindset, actively contributing to Konecta's supportive team environment.A commitment to Konecta's core values of integrity and customer focus.Work Environment & Schedule:Rotational shifts including weekends and holidays depending on region and client requirements.Hybrid/Remote options may be available depending on location and infrastructure.Performance-based incentives may be applicable.Join a dynamic and inclusive work environment at Konecta, where your contributions are valued and professional growth is encouraged.