ASAP - Ongoing (Possibility to be extended or taken on permanently for the right person)
Are you ready to make a difference in the retail appliance industry? Our client is on the lookout for a dynamic and enthusiastic Outbound Customer Success Advisor to join their growing team at their head office in Salford! If you thrive in a high-volume call environment and enjoy helping customers succeed, we want to hear from you!
What You'll Do:
Engage Customers: Reach out to customers who have onboarded but haven't yet claimed their rewards, guiding them through the claims process with care and clarity.
Support Onboarding: Assist customers who faced challenges during onboarding, diagnosing issues and ensuring they complete the process smoothly.
Customer Satisfaction Checks: Follow up with customers who have recently had products installed to gauge their satisfaction with the product and service.
Issue Logging: Identify and log any concerns raised, escalating issues as needed to ensure prompt resolutions.
Quote Progression: Contact customers who have requested quotes but haven't provided necessary information to move forward.
Follow-Up: Reconnect with customers who haven't responded to previous requests for additional information.
Remove Blockers: Work diligently to eliminate any obstacles in the quoting process, striving to convert more inquiries into booked and paid installations.
Record Keeping: Maintain accurate records of all calls, outcomes and customer interactions in the CRM system.
Feedback Loop: Collaborate closely with the Customer Service Manager to report common issues or trends.
Brand Representation: Always represent the company professionally, reflecting brand values and building customer trust.
What We're Looking For:
Rapport Builder: An ability to connect quickly with customers and maintain a friendly telephone manner.
Problem Solver: A keen mindset for identifying key issues and offering effective resolutions.
Efficient Worker: An organised and conscientious approach to managing multiple call types throughout your day.
Tech-Savvy: Basic IT literacy to effectively utilise CRM systems and tools.
Performance Measures:
The number of successfully completed calls leading to customer onboarding.
The number of quotes progressed to booked and paid.
Call volume and quality against set targets.
The number of 4- and 5-star customer reviews generated as a result of your outbound efforts.
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