Consumer Presale

Role & responsibilities

Consumer Presales Advocate

We are looking for a customer-focused Inbound Sales Advocate to support consumer portfolio across phone and chat channels. This role is responsible for engaging inbound customers, understanding buying intent, recommending the right products, and guiding customers toward a successful purchase decision. The ideal candidate combines strong consultative selling ability with confidence, empathy, and product curiosity. 

Key Responsibilities

• Serve as the first point of contact for inbound consumer sales inquiries across phone and digital chat channels 
• Understand customer needs quickly and identify product-fit opportunities across Microsoft consumer offerings 
• Use consultative selling techniques to recommend relevant devices, software, and add-on solutions 
• Guide customers through the purchase journey and help move them toward a buying decision 
• Handle objections professionally and build trust through knowledgeable, customer-friendly conversations 
• Recommend follow-up actions and schedule future touchpoints where appropriate 
• Accurately document customer interactions, needs, and outcomes in CRM/sales systems 
• Capture customer insights and feedback to improve the overall sales experience 
• Maintain high standards of privacy, security, compliance, and customer data handling 
• Meet defined performance goals for sales conversion, customer satisfaction, and productivity 

Required Skills (Technical + Functional)

• Consultative sales and telesales/Techno Sales capability
• Strong verbal and written communication skills 
• Ability to manage customer conversations over phone and chat 
• Working knowledge of CRM/sales tools and Microsoft Office applications
• Strong probing, objection handling, and closing skills 
• Good understanding of consumer electronics, software, and competitive products
• Typing proficiency suitable for real-time chat support (55 WPM preferred) 

Preferred Skills (Good to Have)

• Experience selling consumer technology products such as laptops, tablets, gaming, or software subscriptions 
• Exposure to omnichannel sales or digital commerce environments 
• Familiarity with Microsoft products such as Surface, Office, Xbox, and Windows/Azure/M365/Dynamics 365
• Experience working in multicultural or international customer-facing environments 

Experience Required

• 2+ years of experience in inbound sales, telesales, or customer-facing sales support 
• Prior experience in consumer technology, electronics, retail tech, or digital commerce preferred 

Educational Qualifications

• Bachelors degree preferred 
• Equivalent work experience in sales/customer engagement may be considered 

Key KPIs / Success Metrics

• Sales conversion rate 
• Revenue or sales target attainment 
• Customer satisfaction (CSAT) 
• Attach/upsell rate 
• Follow-up completion rate 
• Interaction quality and compliance adherence 

Team/Stakeholder Interaction

• Works closely with team leads, trainers, quality coaches, and operations teams 
• Participates in regular coaching and performance reviews 
• Supports customer insight sharing with internal stakeholders 

Any Domain-Specific or Project-Specific Requirements

• High English proficiency required 
• Familiarity with Microsoft products such as Surface, Office, Xbox, and Windows/Azure/M365/Dynamics 365
• Strong cultural awareness for the supported selling market 
• Ability to work in a structured, high-volume inbound sales environment 

Preferred candidate profile