Sales Executive – Customer Renewals & Upgrades

iStore Sales Account Executive – Customer Upgrade Specialist

Purpose of the Role
The Sales Account Executive plays a pivotal role in driving iStore’s customer upgrade programme by engaging with existing and potential customers from our database. This is a desk-based, high-performance sales role requiring a consultative approach, understanding the customer’s needs, matching them with the right Apple products and mobile contract solutions, and following the opportunity through to closure.

Unlike a traditional outbound call centre role, this position demands a high level of ownership over the sales process, strong relationship-building skills, and a tenacious drive to meet and exceed targets.

Key Responsibilities & Deliverables

Customer Engagement & Sales Execution

• Proactively connect with customers identified through upgrade campaigns, inbound web leads, and customer value marketing initiatives.

• Take a consultative approach to understand the customer’s lifestyle, usage patterns, preferences, and budget.

• Recommend the best product and contract solution — from SIM-only deals to premium handset and data packages.

• Promote exclusive upgrade offers, limited-time promotions, and value-added iStore services.

• Own the customer relationship from first contact to final deal closure, ensuring consistent follow-up.

Lead Management & Conversion

• Maintain accurate and up-to-date customer records in the CRM system.

• Prioritise and follow up on all leads within defined SLA timeframes.

• Demonstrate resilience and persistence to convert opportunities into closed sales.

• Address and overcome customer objections through tailored, benefit-led solutions.

Industry & Product Expertise

• Maintain expert knowledge of Apple products, mobile contract types, and partner network platforms (Vodacom, MTN, Telkom).

• Understand and manage processes such as porting, SIM swaps, RICA requirements, and contract renewals.

Quality, Compliance & Risk Management

• Ensure strict compliance with RICA, POPIA, CPA, and company sales protocols.

• Maintain accurate documentation and audit trails for every transaction.

• Report any irregularities or suspected fraudulent activity immediately.

Customer Relationship Management

• Deliver a premium, customer-first experience that builds trust and loyalty.

• Provide post-sale assistance where required, ensuring a smooth onboarding and activation process.

• Act as a brand ambassador for iStore and the Apple ecosystem.

Qualifications & Experience

• Matric / Grade 12 / NQF Level 4 or higher (Sales, Marketing, or Business qualification advantageous)

• 2–4 years’ proven sales success in a target-driven environment

• Track record of exceeding KPIs in a B2C or B2B sales setting

• Experience in managing a sales pipeline and closing high-value deals

Skills & Competencies

• Strong consultative selling ability

• Excellent verbal communication and active listening skills

• Resilient, persistent, and self-motivated

• Exceptional attention to detail with accurate data handling

• Technologically confident (CRM systems, sales dashboards, multi-screen workflows)

• High integrity with strong compliance awareness

Working Environment

• Desk-based in a fast-paced sales environment

• Incentive-driven culture with recognition for top performers