Customer Support Executive
6 months ago
**Job Title**:Outbound Registrations Executive
**Reporting to**:Customer Support Manager
**Job Purpose**:The Outbound Registrations Executive is responsible for proactively seeking Pet Keeper Registrations over the telephone. The Outbound Registrations Executive's responsibilities include contacting new Pet Keepers, adhering from prescribed script and focusing on New Pet Keeper requirements to close Registrations. All call outcomes should be documented to include customer feedback. The Outbound Registrations Executive should be meticulous in keeping records, building potential pipelines and able to handle all aspects of closing a new Pet Registration, including upselling across our multiple brands.
**Customer Calls**:
- Deliver telephone calls to all prospective Pet Registrations for New Pet Keepers
- Aim to deliver optimal Call Quality score at all times
- Upselling/Proposing products or services and describing their quality and benefits in a detailed and persuasive manner
- Cross-selling and upselling across our multiple brands
- Recording outcome of calls on all associated Microchip Databases
- Ask open questions to understand customer requirements and pitch all products and services to meet their needs
- Go the “extra mile” to meet registration targets
- Processing of all customer tickets via our Helpdesk which have been assigned (to agent)
- Ensure consistent prompt answering of all HelpDesk tickets
- Continuous monitoring of all ‘open’ & ‘pending’ tickets assigned (to agent) and aiming to respond in a timely and accurate way
**Customer Complaints**:
- Ensure agreed Customer Complaints policy is followed at all times
- Provide ‘first assistance’ to all customer complaints in the hope to appease customers
**Other Key Duties & Responsibilities**:
- Complete all associated Administration tasks in relation to our Microchip Databases
- Report product, website and database malfunctions (for example, by testing different scenarios or impersonating users) via Asana for our Technical Team to resolve
- Update Team Leader with information about technical issues and useful discussions with customers
**Job Types**: Full-time, Permanent
**Salary**: £22,000.00 per year
**Benefits**:
- Casual dress
- Company events
- Company pension
- Employee discount
- Sick pay
- Work from home
Schedule:
- Monday to Friday
Supplemental pay types:
- Commission pay
Ability to commute/relocate:
- Redhill: reliably commute or plan to relocate before starting work (required)
**Experience**:
- customer service: 1 year (preferred)
Work Location: Hybrid remote in Redhill
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