Company Overview

4G Capital is the market leader in unsecured working capital lending in Kenya and Uganda. We empower micro and small businesses to grow and succeed by providing instant access credit and training to unlock business growth, maximising the impact for micro business owners. Products and services are delivered via mobile money and proprietary fintech systems and data-led algorithmic underwriting. The award-winning company is Africa’s highest scoring fintech B Corp, the highest standard in global ESG and impact assessment.

Purpose: To Unlock Human Potential for Good

Mission: To Grow Business with Capital and Knowledge

Vision: The first choice for MSME growth in Africa

Job Purpose

As a Telesales Agent at 4G Capital, your primary role is to drive customer engagement and manage relationships with potential and existing customers. You will focus on generating sales through proactive follow-ups, closing sales, and ensuring customer satisfaction. The role involves ensuring that all customer inquiries are addressed promptly and that sales targets are met. You will play a key role in maintaining strong customer relationships, providing excellent service, and ensuring customers are fully supported throughout their journey with 4G Capital.

Roles & Responsibilities

1. Sales and Customer Relationship Management

• Proactively follow up with customers to close sales and guide them through the product offerings that suit their needs, ensuring high conversion rates and client satisfaction.
• Build and maintain strong customer relationships, ensuring that all customer touch points are handled with professionalism and care to ensure customer retention and repeat business.
• Identify customer needs and provide tailored solutions by effectively communicating product benefits, addressing inquiries, and resolving issues related to products and services.
• Achieve monthly sales and customer retention targets, contributing directly to the company's revenue growth.

2. Customer Follow-ups and Inquiries

• Respond to inbound calls from potential customers and engage in outbound calls for follow-up and lead conversion, ensuring all interactions are captured accurately and in line with company standards.
• Ensure all customer communications—whether via phone, email, or other channels—are professional and aligned with 4G Capital’s quality standards.
• Address customer inquiries and complaints, striving for resolution in a timely and satisfactory manner, while maintaining a high level of customer satisfaction.

3. Sales Process Management

• Maintain an up-to-date understanding of 4G Capital’s products and services, ensuring accurate information is provided during each customer interaction.
• Use CRM systems to log customer information, track sales leads, and document conversations to support smooth follow-up processes and sales cycle management.
• Follow up on leads and prospects who have shown interest in products or services, ensuring that potential customers move smoothly through the sales funnel.

4. Collaboration and Reporting

• Work closely with the sales team, marketing, and other departments to ensure alignment on sales strategies and customer engagement goals.
• Provide regular feedback to the Call Center Team Leader regarding customer feedback, sales performance, and any trends observed in customer interactions.
• Track and report on sales metrics such as call volume, conversions, and customer feedback to meet and exceed performance expectations.

5. Customer Retention and Upselling

• Actively engage in upselling and cross-selling activities by identifying new opportunities within existing accounts or potential leads.
• Monitor customer satisfaction through feedback and surveys, working closely with customers to resolve any issues and ensure long-term retention.

6. Compliance and Documentation

• Ensure all customer interactions, both verbal and written, are compliant with company policies, recorded, and stored as per the company’s internal guidelines.
• Maintain accurate and up-to-date customer records in the company’s CRM system to ensure proper tracking and reporting of sales and customer engagement.

Required Skills for a Telesales Agent

• A diploma/bachelors qualification in a business related course
• Computer literacy
• 1-2 years of Telesales experience
• Previous call center or Telesales experience in retail or financial services is mandatory
• Fluent in English (written and verbal) and Swahili will have an added advantage.
• High communications & presentation skills
• Ability to handle confidential information
• Organisational skills with attention to detail
• Excellent time management skills and ability to multitask and prioritize work
• Attention to detail and problem-solving skills
• A Strong service ethos is essential
• A can do, proactive, energetic attitude towards your work and people is a must.
• A good self- manager,
• You need to be a strong team player, prepared to get your hands dirty
• A ‘make it happen’, positive, energetic attitude to your day-to-day work
• Enthusiasm to hit the highest standards
• A practical approach to issues and challenges
• A desire to make a difference every day.
• Ability to work independently and as a team to meet deadlines, goals and objectives

• Proactively follow up with customers to close sales and guide them through the product offerings that suit their needs, ensuring high conversion rates and client satisfaction.
• Build and maintain strong customer relationships, ensuring that all customer touch points are handled with professionalism and care to ensure customer retention and repeat business.
• Identify customer needs and provide tailored solutions by effectively communicating product benefits, addressing inquiries, and resolving issues related to products and services.
• Achieve monthly sales and customer retention targets, contributing directly to the company's revenue growth.
• Respond to inbound calls from potential customers and engage in outbound calls for follow-up and lead conversion, ensuring all interactions are captured accurately and in line with company standards.
• Ensure all customer communications—whether via phone, email, or other channels—are professional and aligned with 4G Capital’s quality standards.
• Address customer inquiries and complaints, striving for resolution in a timely and satisfactory manner, while maintaining a high level of customer satisfaction.
• Maintain an up-to-date understanding of 4G Capital’s products and services, ensuring accurate information is provided during each customer interaction.
• Use CRM systems to log customer information, track sales leads, and document conversations to support smooth follow-up processes and sales cycle management.
• Follow up on leads and prospects who have shown interest in products or services, ensuring that potential customers move smoothly through the sales funnel.
• Work closely with the sales team, marketing, and other departments to ensure alignment on sales strategies and customer engagement goals.
• Provide regular feedback to the Call Center Team Leader regarding customer feedback, sales performance, and any trends observed in customer interactions.
• Track and report on sales metrics such as call volume, conversions, and customer feedback to meet and exceed performance expectations.
• Actively engage in upselling and cross-selling activities by identifying new opportunities within existing accounts or potential leads.
• Monitor customer satisfaction through feedback and surveys, working closely with customers to resolve any issues and ensure long-term retention.
• Ensure all customer interactions, both verbal and written, are compliant with company policies, recorded, and stored as per the company’s internal guidelines.
• Maintain accurate and up-to-date customer records in the company’s CRM system to ensure proper tracking and reporting of sales and customer engagement.

• A diploma/bachelors qualification in a business related course
• Computer literacy
• 1-2 years of Telesales experience
• Previous call center or Telesales experience in retail or financial services is mandatory
• Fluent in English (written and verbal) and Swahili will have an added advantage.
• High communications & presentation skills
• Ability to handle confidential information
• Organisational skills with attention to detail
• Excellent time management skills and ability to multitask and prioritize work
• Attention to detail and problem-solving skills
• A Strong service ethos is essential
• A can do, proactive, energetic attitude towards your work and people is a must.
• A good self- manager,
• You need to be a strong team player, prepared to get your hands dirty
• A ‘make it happen’, positive, energetic attitude to your day-to-day work
• Enthusiasm to hit the highest standards
• A practical approach to issues and challenges
• A desire to make a difference every day.
• Ability to work independently and as a team to meet deadlines, goals and objectives

• A diploma/bachelors qualification in a business related course
• Computer literacy
• 1-2 years of Telesales experience
• Previous call center or Telesales experience in retail or financial services is mandatory
• Fluent in English (written and verbal) and Swahili will have an added advantage.
• High communications & presentation skills
• Ability to handle confidential information
• Organisational skills with attention to detail
• Excellent time management skills and ability to multitask and prioritize work
• Attention to detail and problem-solving skills
• A Strong service ethos is essential
• A can do, proactive, energetic attitude towards your work and people is a must.
• A good self- manager,
• You need to be a strong team player, prepared to get your hands dirty
• A ‘make it happen’, positive, energetic attitude to your day-to-day work
• Enthusiasm to hit the highest standards
• A practical approach to issues and challenges
• A desire to make a difference every day.
• Ability to work independently and as a team to meet deadlines, goals and objectives