Temporary Outbound Customer Advisor - Warm Enquiries

Confidential; Salford; On-site; GBP 26,000 - 28,000; Full time

Benefits offered by this job

Parking onsite

Job summary

Office Angels is recruiting an Outbound Customer Success Advisor for our Salford office. You will engage customers via calls to guide them through rewards, assist onboarding issues, and follow up after product installations.

The role requires a proactive, organized approach in a high-volume environment, with an emphasis on delivering excellent service and accurate CRM record-keeping.

Qualifications

• Build rapport quickly with customers over calls.
• Identify key issues and provide effective resolutions.
• Manage multiple call types with an organized approach.
• Utilize CRM tools to track interactions and outcomes.

Responsibilities

• Reach out to onboarded customers who haven’t claimed rewards.
• Assist customers who faced onboarding issues and guide them through the process.
• Check in with customers after product installation to assess satisfaction.
• Log concerns and escalate issues to ensure prompt resolution.
• Follow up with quotes and information requests to move inquiries forward.
• Keep accurate CRM records of calls and outcomes.
• Collaborate with Customer Service Manager on trends and improvements.

Skills

Rapport building

Problem solving

Efficient worker

Tech-savvy

Tools

CRM

Job description

OUTBOUND CUSTOMER SUCCESS ADVISOR

Salford M50- Parking onsite

Monday- Friday (Fulltime in the office)

9am-5pm

13.33 per hour ( 26k)

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

As a pivotal member of the team, your mission will be to connect with customers and enhance their experience with our client's Reward scheme. Here's what you can expect to 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

To succeed in this role, you should possess the following qualities:

• 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

Your success will be measured by:

• 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.

Office Angels is an employment agency. We are an equal opportunities employer who put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. We do this by showcasing their talents, skills and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.