Customer Engagement Specialist

Job Overview 

We are looking for a Customer Engagement Specialist to support the Sales Manager and Revenue Team by delivering exceptional customer experiences through outbound engagement, lead nurturing, appointment setting, customer support, and data management. This role focuses on building strong customer relationships, identifying sales opportunities, maintaining accurate customer records, and supporting various customer engagement initiatives that contribute to business growth. 

Job Details 

Work set-up: Onsite – Eastwood 

Schedule: Monday to Friday | 8:00AM to 5:00PM (Manila time)

Holiday: Will follow New South Wales (Australia) holidays 

Responsibilities 

Customer Engagement & Lead Nurturing 

• Contact prospective customers to qualify interest and book appointments for the Sales Team

• Follow up on previously rejected, incomplete, or unsuccessful applications to recover opportunities

• Re-engage existing customers to assess interest in additional products and services

• Build strong customer relationships through professional, friendly, and informative conversations

• Identify qualified opportunities and refer customers to the Sales Team when appropriate

Customer Service & Concierge Support 

• Deliver proactive customer support throughout various stages of the customer journey

• Verify customer information to ensure records are accurate, complete, and up to date

• Assist customers with general inquiries and guide them through the appropriate next steps

• Promote complementary connection services where appropriate

• Educate eligible customers on the benefits of RateGuard Bill Monitoring and obtain customer opt-in or connection where applicable

• Contact customers who have opted in to participate in customer satisfaction, market research, or feedback surveys

• Support additional customer engagement campaigns and business initiatives as required

Performance & Activity 

• Work closely with the Sales Manager to achieve agreed activity, quality, productivity, and customer engagement KPIs

• Maintain high levels of outbound customer contact across multiple campaigns and initiatives

• Effectively manage workload and adapt to changing business priorities

• Contribute to overall team objectives by identifying customer opportunities and supporting revenue growth

Compliance & Quality Assurance 

• Adhere to approved scripts, call guides, customer communication standards, and internal procedures

• Comply with all privacy, consent, regulatory, and compliance obligations

• Ensure customer permissions, opt-ins, and preferences are accurately captured and recorded

• Maintain detailed and accurate CRM records following every customer interaction

• Participate in quality assurance reviews, coaching sessions, and ongoing training

• Deliver consistently high-quality customer interactions that align with company values and compliance standards

Qualifications 

Essential Qualifications 

• Excellent spoken and written English communication skills

• Previous experience in customer service, customer engagement, concierge, contact center, appointment setting, or sales support environments

• Excellent telephone manner with the ability to build rapport and engage customers confidently

• Strong organizational and time management skills

• High attention to detail and accuracy

• Ability to manage multiple tasks while maintaining a high standard of customer service

• Proficiency in CRM systems and Microsoft Office applications

• Ability to work independently while contributing positively to a collaborative team environment

Preferred Qualifications 

• Experience in outbound customer engagement or appointment setting

• Experience within the energy, utilities, telecommunications, or comparison industries

• Experience conducting customer surveys, lead nurturing, customer retention, or customer success activities

• Familiarity with HubSpot or similar CRM platforms

Personal Attributes 

• Customer-focused with a genuine passion for helping people

• Professional, confident, and engaging communicator

• Adaptable and flexible with the ability to support a wide variety of customer engagement activities

• Positive attitude with a willingness to learn and continuously improve

• Reliable, accountable, and outcome-focused

• Strong work ethic with a proactive approach to solving problems and identifying opportunities