Job description for Telemarketing Team Leader at PT Dentalities Group Asia
Job Description:
- Lead, build, and develop the telemarketing team (Inbound & Outbound) as well as customer support from the ground up.
- Inbound Telemarketing: handle incoming calls from customers regarding product inquiries, order processing, after-sales services, complaint handling, and perform upselling when opportunities arise.
- Outbound Telemarketing: make outbound calls for prospecting, lead follow-ups, product/service offerings, customer surveys, and maintaining customer relationships.
- Develop SOPs, documentation, and workflow processes for telemarketing and customer support.
- Provide coaching, training, and performance evaluation to ensure operational excellence.
- Manage lead distribution, define sales strategies, and monitor execution effectiveness.
- Analyze telemarketing & customer support data to identify opportunities for performance improvement.
- Ensure accurate customer and prospect data management within the CRM system.
- Collaborate with management to align telemarketing & customer support strategies with overall company goals.
Job Requirements:
- 3–5 years of proven experience in telemarketing (Inbound & Outbound) and/or customer support, with at least 1–2 years in a leadership/supervisory role.
- Strong ability to build and develop a team from scratch, including recruitment, training, and coaching.
- Solid understanding of inbound & outbound telemarketing strategies, including sales funnel and customer journey.
- Capable of developing SOPs, documentation, and delivering clear presentations.
- Excellent communication skills, with strong proficiency in English (verbal & written).
- Proficiency in CRM systems and Microsoft Office / Google Workspace.
- Strong analytical and problem-solving skills with attention to detail.
- Proactive, self-driven, and able to establish scalable systems and processes.
