Call Centre Sales Agent

Job description / Role

Call Centre Sales Agent

An Call Centre Sales Agent (or Account Manager) at Regus is tasked with responding to Regus enquiries - this consists of understanding the prospect's business needs and commercial circumstances, then providing a solution from the Regus product lines that best fit the prospect's needs. A member of the Inside Sales team, the Account Manager is often the first impression of Regus to our customers.

Dependant on the role within the team - The Regus Account Manager will (by phone) arrange for the viewing of a location (when necessary), complete a sale or reservation (whenever possible) that corresponds to the customers' business needs. The Regus Account Manager is responsible for collecting and passing on information (via CRM) to the local field team on the prospects needs, in order to better prepare the field to provide a great customer experience.

Reports to: Area Director or Inside Sales Team Leader/Manager

Duties and Responsibilities
-(Over) achieve agreed monthly sales and productivity Key Performance Indicators in line with company policy, procedure and pricing guidelines
-Receive inbound calls, & make outbound calls to existing and prospective customers. Including follow-up calls to qualify and close business.
-Collect, generate, and track customer enquiries from prospect through to closure.
-Manage sales process: lead/enquiry development, schedule sales tours, market and sell all product lines, negotiate and close deals with prospective customers.
-Accurately and efficiently deal with all sales enquiries in a timely manner, and record notes clearly in all relevant CRM systems.
-Collaborate with field-based teams to provide great customer service, accuracy, and quality of information.
-Co-operate effectively with all other sales functions within Regus.
-Proactively cross-sell other Regus products and solutions
-Manage time efficiently to achieve goals related to phone system usage.
-Recommend improvements that will positively impact sales and efficiency.
-Perform other duties as assigned.

Call Centre Sales Manager Expectations - What does good look like?

Sales
- Office - 50% net conversion
- Virtual Office/BusinessWorld - 50% deal conversion
- Meeting Room/Videoconferencing - 100% booking conversion

Productivity
- Workload - Process all enquiries received daily
- Availability - 90% of the day to answer/make calls
- Speed - Process enquiries within 5 minutes

Customer Service - >90% call listening scores

Essential Skills and Abilities
-Persuasiveness/Sales Ability - Identifies customers needs, customizes approach, demonstrates how service fits and responds to objections appropriately, closes deals.
-Adaptability/Flexibility - Able to respond quickly to changing demands, processes and updated information.
-Teamwork/Collaboration - Supports business unit's initiatives and goals, co-operates and demonstrates positive attitude toward others; will assist in all areas as needed.
-Planning/Organizing Work - Sets priorities, establishes objectives/milestones, schedules activities effectively and submits accurate and timely reports.
-Communication Skills - Excellent phone skills, thinks on their feet, presents logically, listens to client needs, responds to objections, and creates interest in product.
-Initiative - Takes action, initiates calls in pursuit of sales.
-High Energy - Maintains high productivity/activity level.
-Values and Culture - Sets high performance standards for self and the organization, embodies values of Regus.

Requirements

-University graduate. Marketing, Communications or Business Management program preferred.
-Excellent telephone skills including clear and concise communication, the ability to think quick and problem solve
-A warm and friendly personality that translates over the phone to great Customer service.
-Self starter who can work with direction but little supervision.
-Familiarity with computer applications such as MS Office, email and CRM systems.
-Willingness to go beyond the job description to meet business goals.
-Previous experience selling products or service solutions preferably within a business-to-business sales environment.
-Professional and clear communication skills with the ability to build rapport with a customer quickly.
-Proven objection handling and negotiation skills.
-Intermediate level of MS office; Word, Excel, PowerPoint and Outlook
-Flexibility to work the hours required to make contact with prospects and ultimately convert prospects to customers.

About the Company

Regus is the world's largest provider of flexible workplaces. Over a million customers a day benefit from our locations spread accross almost 100 countries. With our ever expanding range of innovative products and services we enable people to work their way whether it's from home, on the road or from an office.

Regus is a global organisation with more than 1500 business centres across some 600 cities. We were founded in Brussels in 1989, are currently headquartered in Luxembourg and our shares are listed on the London Stock Exchange.