Outbound Sales Representative

Key Responsibilities

High-Volume Outbound Calling: Execute daily cold/warm calls using standardized bilingual scripts (English & Swahili). Effectively communicate the value of our "free credit assessment" to drive app downloads and profile completion.

Omnichannel Lead Nurturing: Within 5 minutes after a call (or in cases of missed calls/rejections), send official download links and compliance disclaimers via WhatsApp Business or SMS. Flexibly select the appropriate channel based on customer tags to maximize conversion rates.

Objection Handling & Compliance: Professionally address common customer concerns regarding interest rates, data privacy, and platform legitimacy. Zero tolerance for over-promising. You must clearly communicate that approvals are subject to system assessment and that late payments will be reported to the Credit Reference Bureau (CRB).

Data Hygiene & Feedback Loop: Quickly identify and tag invalid numbers, empty lines, or wrong persons in the CRM system (e.g., DNC - Do Not Call). Collect authentic frontline feedback on pricing and app UX, and report daily.

Quality Assurance (QA) Adherence: Strictly follow call recording protocols and cooperate with QA audits. Promptly rectify any non-compliant behaviors (e.g., abusive language, calling outside business hours, false promises).

Qualifications & Requirements

Language Proficiency:

English: Fluent with clear pronunciation and strong business communication skills.

Swahili: Highly proficient; able to conduct daily conversations and explain basic financial concepts (familiarity with Sheng slang is a plus).

Note: A live Swahili oral assessment will be part of the interview process.

Experience:

Minimum 1 year of outbound sales or call center experience. Prior experience in overseas Fintech, micro-lending, or cross-border e-commerce is highly preferred.

Strong understanding of Kenyan local culture, M-Pesa payment ecosystems, and the digital lending landscape (e.g., M-Shwari, Fuliza, Tala, Branch).

Core Competencies:

Resilience: Ability to thrive in a high-rejection environment, maintaining emotional stability and professionalism.

Compliance Awareness: Deep respect for regulatory red lines. Zero tolerance for harassment, violence, or false advertising.

Execution: Strict adherence to Standard Operating Procedures (SOPs) without unauthorized deviations.

Technical Skills: Proficient in CRM systems and WhatsApp Business API. High accuracy in data entry.