Department: Sales & Customer Experience

Reports to: Team Leader / Sales Supervisor

Position Overview:

As a Tier 1 & 2 Agent at Konecta, you will be joining our dedicated team supporting , you will handle escalated, complex, and high-value inbound telesales and chat interactions. We are seeking dynamic and results-driven Agent to handle inbound voice and chat-based telesales contacts for Lenovo. As the frontline of the customer experience, Tier 1 Agents play a critical role in converting inquiries into sales, promoting Lenovo products, and delivering world-class service that reflects Konecta's commitment to customer excellence and client expectations.

You will interact with individual consumers and small-to-medium business customers, identifying needs and recommending the right solutions in a professional and consultative manner.

Key Responsibilities:

🔹 Sales & Conversion

• Handle inbound sales inquiries via voice and chat channels.
• Understand customer needs, preferences, and budget to recommend suitable products (laptops, desktops, accessories, services).
• Upsell and cross-sell additional products or services (e.g., extended warranties, accessories, support packages).
• Meet or exceed daily/weekly/monthly sales targets (units, revenue, conversion rate).

🔹 Customer Experience

• Deliver exceptional customer interactions that reflect brand and Konecta's service standards.
• Address customer concerns confidently and accurately, maintaining a positive tone throughout.
• Ensure first-contact resolution wherever possible to drive customer satisfaction.

🔹 Product & Process Knowledge

• Maintain up-to-date knowledge of current product lineup, promotions, and service offerings.
• Navigate multiple tools and CRM systems to access product information, order history, and customer data.
• Attend regular training sessions to remain informed of updates in offerings and BPO sales practices.

🔹 Operational Excellence

• Accurately document customer interactions in CRM systems.
• Adhere to compliance, data protection, and Konecta's stringent quality standards, as well as client expectations.
• Follow defined workflows, escalation procedures, and scripting as required.
• Provide feedback to team leads and QA for continuous improvement of call/chat handling and sales techniques, contributing to Konecta's culture of continuous improvement.

Escalation Resolution [ applicable for Tier 2 scope]

• Resolve customer objections, pricing issues, and configuration challenges escalated from Tier 1.
• Act as the primary contact for critical or priority interactions, including dissatisfied or hesitant customers.
• Demonstrate deep product and policy understanding to troubleshoot and resolve sales-related issues quickly, upholding Konecta's standards of service recovery.

Key Performance Indicators (KPIs):

• Sales conversion rate (%)
• Average Handling Time (AHT)
• Chat concurrency (if applicable)
• Customer Satisfaction Score (CSAT)
• First Contact Resolution (FCR)
• Compliance & Quality Audit scores
• Upsell/Attachment rate

Required Qualifications & Skills:

🎓 Education & Experience

• High school diploma or equivalent required; Bachelor’s degree preferred.
• 1+ year of experience in telesales, inbound customer service, or tech retail preferred.
• Previous experience in a BPO environment is a strong advantage.

💬 Language Skills

• Fluent in spoken and written C1 Level English
• Writing and typing skills - 40-60 words per minute and >90% accuracy

💼 Technical & Sales Skills

• Basic technical aptitude – ability to understand and communicate product specs and configurations.
• Strong product knowledge (PCs, laptops, hardware components, peripherals).
• Strong sales acumen – understanding of sales cycles, upselling, objection handling.
• Familiarity with BPO / CX CRMs (e.g., Salesforce, Zendesk) and chat platforms.
• Proficiency in MS Office and web-based applications.

🌟 Soft Skills

• Excellent communication and active listening skills.
• Persuasive and confident communicator with strong customer empathy.
• Self-motivated, results-driven, and able to thrive in a performance-focused environment.
• Team player with a collaborative mindset, actively contributing to Konecta's supportive team environment.
• A commitment to Konecta's core values of integrity and customer focus.

Work Environment & Schedule:

• Rotational shifts including weekends and holidays depending on region and client requirements.
• Hybrid/Remote options may be available depending on location and infrastructure.
• Performance-based incentives may be applicable.
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• Join a dynamic and inclusive work environment at Konecta, where your contributions are valued and professional gr

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