Sales & Experience Consultant (Call Centre)

Role Overview

The Sales & Experience Consultant at a call centre serves as the initial contact point for potential and current members of Society Sport Center. Based at Head Office, this individual is key to driving membership acquisition, retention, and overall member satisfaction. The role focuses on outbound and inbound interactions that facilitate lead conversion, appointment scheduling, membership renewals, and delivering a seamless transition to club-based sales teams. It requires a blend of commercial acumen, CRM proficiency, and customer-oriented service.

Key Responsibilities

• Manage the early phases of the membership sales process with outbound lead outreach, qualifying prospects, and booking appointments.
• Communicate with leads via phone, WhatsApp, email, and other digital platforms.
• Convert potential leads into appointments for in-club sales consultants and meet set targets for appointment generation and conversion.
• Ensure accurate and clear transfer of prospect details to club teams.
• Support various sales initiatives including campaigns, promotions, referrals, and corporate follow-ups.
• Maintain rigorous CRM data practices, including recording calls, appointments, and adhering to lead response timelines.
• Provide reliable sales pipeline insights to management and keep CRM records current for forecasting and reporting.
• Conduct proactive service calls with new members to enhance experience and retention, including supporting renewal and win-back programs.
• Handle inbound customer calls professionally, resolving initial queries and escalating complaints according to procedures.
• Collaborate closely with in-club sales consultants to optimize appointment attendance and share insights on lead quality and objections.
• Comply with all SOPs, scripts, data protection regulations, and brand standards, maintaining professionalism and confidentiality in all interactions.
• Achieve individual KPIs tied to productivity, quality, and sales results and contribute to continual improvements within the call centre.

Performance Indicators

• Rate of lead contact and response.
• Conversion rate from lead to appointment.
• Appointment attendance rate.
• Number of appointments booked compared to targets.
• Completion rates for renewal and retention calls.
• Positive feedback from members regarding service calls.
• CRM data accuracy and meeting SLAs.

Experience & Qualifications

• Prior experience in call centre, telesales, or customer service environments.
• Professional and confident communication over the phone.
• Capability to perform in a target-driven setting.
• High attention to detail with accurate data handling skills.
• Comfortable managing objections and resolving complaints.
• Proficiency with CRM software and Microsoft Office applications.
• Fluency in Arabic and English is preferable.
• Willingness to work flexible shifts including evenings and weekends.

Competencies

• Strong sales orientation and conversion skills.
• Focus on customer experience.
• Disciplined CRM usage and data management.
• Excellent communication and persuasion abilities.
• Resilience and professional demeanor.
• Effective organization and time management.
• Accountability with a results-driven approach.