Telesales Officer

Key Responsibilities:

• Initiate outbound calls to potential customers who have registered but have not yet converted into active users.
• Engage customers with strategic questioning to build rapport and identify their needs.
• Persuade and convert leads into active paying customers by effectively presenting product benefits, promotions, and offers.
• Address customer inquiries with in-depth product knowledge and handle objections professionally.
• Gather and document customer feedback to improve sales strategies and enhance customer experience.
• Maintain an updated knowledge of company products, promotions, and industry trends.
• Meet and exceed individual and team sales targets, ensuring high-quality customer interactions.

Customer Retention & Relationship Management:

• Proactively engage with VIP customers to ensure continued loyalty and satisfaction.
• Build strong relationships by providing personalized service and addressing customer needs.
• Handle retention efforts, offering tailored promotions, rewards, and solutions to retain high-value customers.
• Identify and address potential churn risks by providing proactive solutions.
• Encourage continued engagement with the company's products and services through effective persuasion techniques.
• Customize offers and promotions based on customer profiles and preferences.
• Document all customer interactions and feedback in CRM systems.
• Collaborate with internal teams to improve customer satisfaction and retention strategies.
• Provide accurate information and assistance regarding promotions, features, and updates.
• Assist VIP customers with inquiries, concerns, or technical issues, ensuring high-quality service.

Requirements:

• Proven experience as a Telesales or Retention Agent in the online gaming industry for at least 1 year.
• Strong customer service and relationship management skills.
• Excellent persuasion, negotiation, and problem-solving skills.
• Ability to engage VIP customers and provide a high-touch experience.
• Knowledge of customer retention strategies and sales techniques.
• Ability to work independently and handle high-pressure situations.
• Proficiency in CRM tools and telephone systems.
• Adaptability to flexible schedules based on business needs.
• Strong verbal and written communication skills in English is a plus.

Preferred Skills:

• Experience handling VIP or high-value customers in the online gaming industry.
• Understanding of loyalty programs and promotional campaigns.
• Familiarity with player behavior and retention trends.
• Ability to analyze data and customer feedback for improved retention strategies.

Work Location: Remote