Telesales Outreach Specialist

Job Description

Telesales Outreach Specialist Job Description

Role overview

The Telesales Outreach Specialist will be responsible for representing MiKashBoks via outbound calls to enhance company’s lead generation and customer retention efforts and ultimately boosting the app’s growth. This position will primarily work with individuals that have been excluded from formal financial services and those who have entered our sales funnel as future MiKashBoks customers.

The Outreach Specialist role will involve making 60 – 80 phones calls per day, following up on leads, and extensive documentation

About MiKashBoks

MiKashBoks is a fintech startup that seeks to transform the financial experience of the last billion. It’s an app that makes group saving and lending safer and easier. We bring informal savings and lending groups online so that people at the bottom of the financial pyramid can build a financial footprint. We partner with organisations that work with these groups to make our services available. The MiKashBoks app went live on Google Playstore in January 2022.

Founded in 2021, MiKashBoks founders come from a long history of working in communities excluded from the financial system – whether it is black Americans and minorities in the United States or in emerging economies where offline financial transactions occur within social networks.

The team is based in diverse locations – the US, UK, India, Sierra Leone – and generally works on a remote basis.  

Responsibilities

• Conduct outbound calls to prospective customers to generate leads and drive app usage. This will primarily be users who have registered with MiKashBoks but not started transacting yet, but may also include other leads as well as the ability to generate one’s own leads.
• Engage with customers to understand their needs and any challenges they are having that have stopped or might stop them becoming an active MikashBoks customer, and help them address those challenges.
• Document all customer interactions and sales activities in Intercom, ensuring accuracy and completeness.
• Follow up on leads and inquiries promptly, ensuring a high level of customer satisfaction.
• Collaborate with the marketing team to develop effective strategies for lead conversion.
• Resolve customer issues and inquiries efficiently, employing problem-solving skills to enhance customer experience. This may involve: 
  • Following up with MiKashBoks engineers, via Slack, on difficult to solve issues
  • Documenting unusual/unexpected errors and adding to our internal knowledge base
  • Utilising provided materials including FAQs and Flow Charts to provide consistent customer service to drive conversions
• Meet and exceed monthly key performance indicators (KPIs).
• Maintain a thorough understanding of our products and services to effectively communicate their benefits to customers.
• Provide feedback on customer interactions to help improve processes and product offerings.
• Ensure compliance with company policies and procedures.

• Create tickets for unusual situations, unexpected outages and app bugs
• Monitor MiKashBoks social media feeds for customer service questions and responding to customer posts on ads 

Line Manager

Bruce Martinez – Deployment Director

About you

• Strong communication skills, with a flair for communication and a clear, straightforward sales style. Comfortable with answering a wide variety of queries
• Integrity – commitment to operating with the highest ethical standards, and passionate about change in Sierra Leone
• Native speaker of Krio, proficient in spoken and written English.
• Strong time management and organisational skills, able to juggle multiple projects simultaneously within tight deadlines.
• Confident with technology and able to learn new technologies quickly.
• Customer focus – dedicated to meeting the expectations and requirements of customers and solving problems for them.
• Able to work with minimal supervision and can take the initiative to learn new professional skills and gaining a deep understanding of topic areas relating to financial inclusion and fintech.
• Persistence: sticking to a plan, can be counted on to exceed goals, good at dealing with rejection, following up with cold clients.

Needed Skills

• Sales experience
• Previous experience using customer support software.
• Knowledge of Whatsapp for Business, Slack, Facebook and Google Drive products including sheets, slides and docs.
• Experience working with petty traders and other members of the informal economy.
• Previous experience working independently with a high degree of trust and integrity.

What Excites You

• You have a genuine passion to help people 
• You like working in a small team where everyone does a bit of everything 
• You’re OK with ambiguity
• You’re results driven and get stuff done
• You’re excited to work with customers of all shapes and sizes. 

The role will report directly to our Implementation Team. 

The role will be based out of our office on Old Railway Line.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To apply fill out the Google Form here: https://forms.gle/H11gpJtebWaZpdLM6