Are you great at creating an exceptional first impression?
This role is *****hrs per week, delivering connection and solutions for our clients, exhibiting a high level of professionalism and listening attentively to their needs.
It is also responsible for supporting our network of small business owners by providing qualified leads and accurate call enquiry detail, providing actionable client feedback, and ensuring full usage of our CRM system to deliver on our business targets and continued net promoter score improvements.In this role you will provide best practice client support to all clients making enquiries to Narellan Pools by:Answering all inbound calls or returning enquiries in a warm, professional mannerEntering all inbound call enquiry data into our CRM with a high level of attention to detail and accuracyCompetently taking and distributing telephone calls and messages and transferring these to our internal and external network as requiredAsking thorough questions and listening attentively to understand client needs and dreams before conveying this information to our network effectivelyFinding solutions that meets the needs of the client and provide product informationShowcasing our products and options to overcome any obstacles a client may haveProviding suggestions on areas of opportunity for sales growth and client experience based on observations from client conversationsAdditionally, you will;Write and prepare correspondence and communications to Narellan Pools clients and Franchisees as requiredCommunicate with clients via social media to support the Marketing department as requiredFollow the Narellan Pools six-step sales process and know product selling features, advantages, and benefitsTransfer all complaint / service / warranty calls to the relevant team members according to provided workflowsCarry out Net Promoter Score (NPS) and survey calls to clientsDistribute feedback results to management and the franchise network, supporting our franchisees in best practice CRM usage and sharing individual territory feedbackYou will be measured on Key Performance Indicators including:Achievement of ANZ NPS response rate and results, including per territoryAchievement of ANZ sales resultsAccuracy in data collectionPercentage of network CRM usageAs part of the publicly listed, internation Latham Group, our brand is growing and you will join an existing small team to support the expansion.We are proud to offer clear training and career development pathways, personal development options and employee advantages including monthly birthday recognition, team lunches, discounts, quarterly financial incentive recognition programs and more.
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📌 Client Services Agent (New South Wales)
🏢 Narellan Pools
📍 New South Wales