SMB Customer Engagement Specialist

1 day ago


Melbourne, Victoria, Australia Worldline Full time

At Worldline, we are on an exciting journey towards the next frontiers of payments technology. We are seeking a talented SMB Customer Engagement Specialist to join our team.

The role will involve managing all inbound calls and lead referrals, ensuring timely and accurate replies to incoming emails, taking inbound calls from new or existing customers, and making outbound follow-up calls to drive SMB Sales and Retentions. The ideal candidate will work closely with all departments in SMB, consistently achieving and exceeding monthly personal KPI and call targets.

Key Responsibilities:

  • Implement strategies to optimize conversion rates through adherence to ANZ Worldline triaging frameworks
  • Actively engage with potential customers during inbound calls to enhance lead transformation
  • Increase new business and retention success rates through effective handling of inbound inquiries
  • Ensure proper execution of referral processes between ANZ and ANZ Worldline Payment Solutions Australia, as well as other partnerships formed within ANZ Worldline

Requirements:

  • Strong communication skills (verbal and written)
  • Customer service orientated
  • Contact Centre experience
  • Proficient in customer leads management (CRM)
  • Adherence to internal processes and targets

Benefits:

  • A range of health and wellbeing discounts for gym, nutrition, sporting gear
  • Learning and development opportunities to build your skills
  • Additional Leave options to support families, work in the community or take a career break
  • Monthly in person and virtual social events
  • Volunteering leave to support CSR activities

Competencies:

  • Ability to achieve results through sales and customer service
  • Ability to influence and manage multiple stakeholder influences
  • Ability to lead through management by example

We offer a competitive salary of $80,000 - $110,000 per annum, depending on experience, plus additional benefits including learning and development opportunities, health and wellbeing discounts, and volunteering leave. If you are passionate about delivering exceptional customer experiences and driving business growth, please apply for this exciting opportunity.



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