Telesales Agent

About Commercial Club of Africa (CCA)

You will turn warm, screened leads into first loans for one of East Africa's leading fintech lenders. This transactional, high-volume role involves making 100-150 dials a day from a pre-scored list, focusing on converting micro-retailers to their first four loans within set terms. Your success will be measured on list worked, conversion, disbursement, and collection.

You'll be picking up the phone to convert warm, screened leads into their first loans. Field officers open the door, and you get the customer through it. This seat is transactional, high-volume, and repeatable, requiring you to work a list of 2,300-2,600 records and make 100-150 dials daily. Your job is to open the call, find the need, handle objections using an objection library, and ask for commitment within set terms—price and credit limits are not negotiable. Customers reaching their fifth loan move to a dedicated retention team. This is not a prospecting seat; you work a pre-screened list. It's not a relationship seat, and it's not a service seat; you carry a conversion number, and closing matters more than just looking after customers. You'll need to be disciplined, composed under pressure, and able to hold a line when customers ask for terms not allowed.

What you'll do

• Work the allocated list by dialing every record in sequence, recording the outcome of every dial in the system the same day, without skipping, re-sequencing, or deferring records unless documented.
• Deliver a sharp call opening in the first ten seconds, ensuring the retailer knows who you are, why you are calling, and what is on offer, and reach the decision-maker.
• Establish the retailer's stock cycle, cash week, and current constraint to match the offer rather than using a standard pitch.
• Handle objections using the provided objection library, offering verification unprompted when trust is a barrier, and staying in the conversation after an initial 'no'.
• Close within the set terms, asking for commitment, holding terms at or above the written concession floor, and escalating rather than conceding below it.
• Capture KYC accurately the first time, track the application through to disbursement, and make the first-repayment contact.

Requirements

• You have one to two years of telesales or call centre experience, ideally in retail or financial services.
• You hold a diploma or bachelor's degree, preferably in a business-related course.
• You are fluent in both written and spoken English and Kiswahili, essential for communicating with duka owners.
• You are computer literate and comfortable accurately recording every call in a CRM system.
• You can handle confidential customer and financial information responsibly.
• You finish what you're given, working the entire list, including challenging calls.
• You can open a conversation with a stranger and get to the point quickly.
• You are resilient, not deterred by a 'no,' and can pivot your approach.
• You can hold a firm line when terms are non-negotiable and use escalation routes.
• You stay composed under pressure and respond to targets with action.
• You have evidence you can work through a long list without supervision, open conversations with unexpected callers, and hold terms under pressure.

Nice to have

• Experience selling credit, lending or mobile money products.
• Familiarity with FMCG retail and how small shops buy stock.
• A track record of hitting a monthly conversion target.