Telesales Associate

1. Role Summary

The Tele-Caller for Protect+ Sales is responsible for reaching out to customers who have recently visited the Apple service Centre / Retail stores , informing them about Apple Protect+ (extended warranty / damage protection plans), educating them on benefits, clarifying queries, and converting leads into successful sales. This role directly supports service centre revenue growth and enhances customer experience.

2. Key Responsibilities

Customer Outreach

• Call customers from the service centre database (walk-ins, repair customers, invoice customers).
• Explain Protect+ plans, pricing, coverage, and benefits clearly and professionally.
• Assist customers in choosing the right Protect+ plan based on their device.

Sales & Conversion

• Follow sales scripts and product knowledge guidelines.
• Convert outbound calls into successful Protect+ enrollments.
• Maintain daily call targets, conversion rates, and follow-up schedules.

Customer Experience

• Maintain polite, professional tone aligned with Apple service standards.
• Address customer doubts regarding claims, accidental damage protection, and eligibility.
• Build trust and ensure a smooth after-sales experience.

Reporting & Documentation

• Update CRM / sales dashboard with call status and responses.
• Record interest levels, objections, and follow-up notes.
• Share daily and weekly performance reports with the store manager.

Coordination

• Coordinate with service advisors, front desk, and sales teams for eligible leads.
• Work with the Protect+ partner portal for enrollment and policy creation.
• Report any customer issues or system errors to the centre lead.

3. Skills & Requirements Essential

• 13 years of experience in tele-calling, customer service, or inside sales.
• Good spoken English; regional language fluency is an advantage.
• Strong persuasion skills with professional communication.
• Knowledge of mobile devices (iPhone / iPad) is preferred.

Personality Traits

• Confident, patient, and customer-friendly.
• Consistent performer with ability to handle objections.
• Organized, disciplined, and target-oriented.

4. Performance Metrics (KPIs)

• Number of daily outbound calls.
• Protect+ conversion percentage.
• Follow-up closures.
• Customer feedback and call quality rating.
• Revenue contribution from Protect+ sales.

5. Working Hours

• Standard service centre working hours (as per company policy).
• Includes weekends/rotational weekly offs based on store operations.