Inbound Sales Development Representative

Company Overview

EPOS is a premier provider of intelligent POS systems and digital payment solutions designed to empower merchants with effortless payment methods, comprehensive business management tools, and additional valuable services. Our innovative technology supports businesses of all scales by streamlining operations, boosting efficiency, and accelerating business growth.

Role Overview

We seek a proactive and customer-oriented Inbound Sales Development Representative (SDR) to handle incoming sales inquiries and transform interested prospects into qualified opportunities. Acting as the initial contact point for potential merchants, you will engage via phone, WhatsApp, email, website inquiries, and marketing campaigns, aiming to understand client business needs, qualify leads, introduce EPOS solutions, and coordinate with the Merchant Acquisition team to close deals.

Primary Responsibilities

• Promptly respond to inbound queries from multiple channels including website, social media, WhatsApp, calls, email, and marketing efforts.
• Analyze merchants' business processes, payment demands, and challenges.
• Qualify prospects based on specific criteria such as business category, transaction volume, number of outlets, and payment requirements.
• Inform prospective clients about EPOS’ offerings including POS systems, payment options, and value-added services.
• Arrange product demos or meetings with Merchant Acquisition for suitable leads.
• Maintain detailed and accurate customer records and interactions within the CRM system.
• Consistently follow up on warm leads to advance them through the sales funnel.
• Track lead progression and ensure timely follow-up until handover or closure.
• Achieve established lead qualification and appointment booking goals daily, weekly, and monthly.
• Collaborate with Marketing to optimize conversions from campaign-generated leads.
• Coordinate with Merchant Acquisition, Operations, and Customer Success teams to guarantee a smooth customer experience.
• Provide customer and market insights to enhance products, campaigns, and sales efforts.

Preferred Experience and Skills

• Background in selling B2B SaaS, POS systems, payment solutions, fintech, or similar technology products.
• Experience engaging Small and Medium Enterprises (SMEs) in sectors such as retail, food & beverage, beauty, healthcare, or services.
• Knowledge of digital payments, QR code payments, card acquiring, or merchant solutions is advantageous.
• Ability to communicate in additional languages like Mandarin, Malay, or Tamil is a plus.

Competencies

• Exceptional communication and active listening skills.
• Customer-focused approach.
• Strong sales and commercial acumen.
• Effective problem-solving capabilities.
• Relationship management expertise.
• Adaptability and resilience in dynamic environments.
• Collaborative team player.
• Meticulous attention to detail.
• Strong sense of ownership and responsibility.

Key Performance Indicators (KPIs)

• Speed of first response to inbound inquiries.
• Number of qualified sales leads generated.
• Scheduled meetings or demonstrations forwarded to Merchant Acquisition.
• Conversion ratio from leads to qualified opportunities.
• Accuracy and upkeep of CRM data.
• Customer satisfaction during qualification phases.
• Monthly contribution to the sales pipeline.

Ideal Candidate Profile

The ideal candidate is intrinsically curious, enjoys engaging business owners, and has a talent for relationship building and insightful questioning to uncover opportunities. They are reactive, well-organized, and driven by assisting merchants in discovering suitable solutions while contributing proactively to a thriving sales team.