CX Sales Agent (AO-13789)

This is a remote position.

ABOUT ACCESS OFFSHORING:

We specialise in providing Australian businesses with experience and qualified professionals based in the Philippines. Not only does our team of recruiters have extensive experience in sourcing and recruiting offshore talent we also help Australian businesses implement best practice when it comes to building an offshore team.

ABOUT THE CLIENT:

Our Client is an Australian-owned and operated self-storage provider that delivers storage solutions for individuals families and businesses across Australia. The company operates a network of self-storage facilities nationwide and focuses on offering secure flexible and accessible spaces to help customers manage their belongings during life changes like moving decluttering renovating or downsizing.

JOB SUMMARY:

The CX Sales Agent is responsible for managing all inbound customer contact including sales enquiries general account queries and payment related calls while maximising conversion of enquiries into confirmed move-ins. This is a sales focused performance driven role with a clear expectation to achieve a minimum 50% conversion rate from enquiries to move-ins each month. The role also ensures customers receive accurate timely support for account-related enquiries delivered in line with our clients customer experience standards. All customer interactions and enquiries must be accurately recorded and maintained in SiteLink.

KEY RESPONSIBILITIES:

Sales & Conversion Performance

• Handle inbound sales enquiries via phone email and digital channels
  

• Convert enquiries into confirmed move-ins achieving a minimum 50% conversion rate month-on-month
  

• Proactively follow up all sales enquiries to maximise conversion outcomes
  

• Clearly explain the clients products pricing terms and value proposition
  

• Identify customer needs and recommend appropriate storage solutions
  

General Inbound Customer Calls & Account Support

• Handle general inbound calls including account and billing queries payment processing and general questions
  

• Resolve customer queries accurately and efficiently on first contact where possible
  

• Identify sales opportunities within service calls and convert where appropriate
  

• Escalate complex or unresolved issues to the CX Manager
  

Enquiry Management & Follow Up

• Ensure every enquiry and inbound interaction is responded to promptly and professionally
  

• Conduct structured follow-up calls and communications
  

• Maintain clear follow-up notes and outcomes
  

System & Process Compliance (SiteLink)

• Accurately record all enquiries calls payments follow-ups and outcomes in SiteLink
  

• Maintain high standards of data accuracy and compliance
  

Customer Experience

• Deliver a consistent professional and friendly customer experience
  

• Build rapport and trust with customers
  

• Handle objections and concerns professionally
  

Performance & Quality

• Achieve KPIs relating to conversion call volumes follow up completion and data accuracy
  

• Participate in coaching training and performance reviews
  

Key Performance Indicators (KPIs)

• Minimum 50% enquiry to move in conversion rate (monthly)
  

• Inbound call handling volumes
  

• Follow-up completion rates
  

• Accuracy and completeness of SiteLink records
  

• Customer satisfaction and quality standards
  

Requirements

SKILLS & QUALIFICATIONS:

Essential:

• Experience in sales contact centre or customer service roles
  

• Strong English communication skills
  

• Confidence handling sales and service calls
  

• Experience using CRM or booking systems
  

Desirable:

• Experience in self-storage or property-related sales
  

• Experience using SiteLink
  

• Experience supporting Australian customers
  

Personal Attributes

• Sales-driven and customer-focused
  

• Proactive and organised
  

• Reliable accountable and professional
  
  

Benefits

• Australian clients and Australian hours (giving you great experience and an early finish!)
  
• Work from Home Allowance
  
• HMO for you AND a dependent
  
• 20 Days Annual Leave and 5 Days Sick Leave
  
• Government Statutory Benefits
  
• 13th Month Pay
  
• Computer Equipment
  
• Opportunities for growth
  
• And of course a competitive salary