Senior Customer Engagement Specialist

Satellite Office; Taguig; On-site; PHP 446,400 - 725,400; Full time

Job summary

Westside Auto Wholesale is seeking motivated Senior Customer Engagement Specialists to join their Contact Centre team. The role focuses on managing and appointing leads to the sales team, following up via inbound/outbound channels, and promoting vehicle service bookings to retain customers.

We require high motivation in customer service and sales, with excellent verbal and written communication, soft selling, and the ability to problem solve independently.

Qualifications

• Experience in customer service or sales roles.
• Willing to work weekends and flexible shifts.
• Strong written and verbal communication.
• Ability to handle inbound and outbound calls.

Responsibilities

• Manage and route leads to the sales team.
• Follow up on inbound inquiries and outbound warm calls.
• Promote vehicle service bookings to maximise customer retention.
• Handle escalated calls as SME.
• Mentor new hires and onboard new teammates.
• Maintain accurate records in CRM/databases as required.

Skills

Communication

Soft selling

Objection handling

Problem solving

Omnichannel support

Mentoring

Lead management

Data entry/CRM

Job description

Westside Auto Wholesale (Car sales) are seeking motivated, target driven individuals to join our Contact Centre team as Senior Customer Engagement Specialists. Westside Auto Wholesale is the largest used vehicle retailer in Australia operating in Perth, Western Australia.

The primary focus of this position is the management and appointment of leads to the sales team, following up and working leads that come in via inbound telephone, email, SMS and other digital channels. Additionally, all our outbound calls are warm calls; no cold calling required!

The primary focus of this position is to maximise the retention of existing customers by promoting vehicle service bookings via a mixture of inbound and outbound telephone calls. Additionally, all our outbound calls are warm calls; no cold calling required!

As this position is somewhat sales focused, we are looking for highly motivated and driven customer service/sales experts who want to be the best!

In order to be successful, applicants will need to demonstrate:

• Answers and initiates inbound and outbound communications using omnichannel operations
• Ability to deal with repetition
• Objection handling
• Soft selling
• Excellent communication skills, written & verbal
• Maintains and updates records and databases in accordance with prescribed formats and system requirements of client organization
• May specialise in preferred or premier client accounts
• SME – handle escalated calls
• Mentor new hires
• Ability to problem solve independently

Work Schedule

• 5 working days per week with 2 consecutive rest days
• Weekend work required
• Multiple shifts available (Morning, Day and Mid shifts)
• Fixed schedules will be assigned after consultation and may fall between Monday to Sunday
• Working hours will fall between 6:00 AM and 10:00 PM (Manila Time)

In return, Westside Auto provides you with base salary, a comprehensive induction, and a network of fellow Contact Centre Consultants to provide support.