Call Center Agent

The Call Centre Agent, Telesales supports customer service and sales operations by handling enquiries, qualifying leads, arranging follow-ups and maintaining accurate CRM records, helping convert interest into qualified opportunities for the sales team.

Key Responsibilities

• Handle inbound and outbound calls professionally, responding to customer enquiries about Refine's project portfolio, pricing and payment plans.
• Qualify leads generated through marketing campaigns, walk-ins and online enquiries, capturing accurate customer requirements and interest levels.
• Arrange and coordinate follow-up calls, site visits (if required) and meetings between qualified leads and the sales team.
• Maintain and update customer records, call logs and lead status in the CRM accurately and in real time.
• Re-engage dormant leads and maintain a regular follow-up cadence to keep the pipeline active.
• Support after-sales customer queries, escalating complex issues to the After Sales & CRM Manager or relevant department.
• Meet individual and team targets for call volume, lead conversion and customer satisfaction.
• Follow call scripts, etiquette standards and compliance requirements consistently across all customer interactions.
• Share feedback on recurring customer queries or objections to support continuous improvement of scripts and processes.

Requirements

• Previous experience as a call centre or telesales agent, preferably within real estate industry.
• Strong call centre etiquette and telephone communication skills.
• Familiarity with CRM systems, with exposure to Salesforce.
• Target-driven, with a proven ability to meet or exceed KPIs in a fast-paced sales environment.
• Strong listening, questioning and objection-handling skills.
• Well organised, with close attention to detail for accurate data entry and follow-up scheduling.

Preferred

• Hands-on Salesforce experience or certification.
• Experience in real estate after-sales or CRM support functions.
• Additional language skills relevant to Refine's client base.