Customer Support Consultant

Overview A proactive and customer-focused professional responsible for driving successful order finalisation and on-time delivery through outbound communication across the client’s Customer Communication Journey. This role focuses on contacting customers at key stages of the post-sale lifecycle to secure full payment, confirm delivery, and ensure every order is fulfilled on time and in full. The Specialist combines empathy, commercial awareness, and clear communication to support customers while protecting company revenue. Working within Salesforce and AI-enabled tools, this role requires accuracy, accountability, and consistent execution across phone, SMS, and email channels. Consultants are expected to leverage AI assistants for productivity, call preparation, and documentation efficiency. Core Responsibilities Responsibilities Customer Communication & Order Finalisation Execute all outbound communication according to the client’s Customer Communication Journey, including payment reminders, delivery confirmations, and storage notifications Manage customer conversations with professionalism and clarity to finalise orders as paid in full prior to delivery Use AI tools with Salesforce to streamline contact preparation, generate call summaries, and enhance follow-up accuracy Proactively educate customers on payment timelines, delivery readiness, and implications of delay (e.g., storage fees, cancellation, deposit forfeiture) Accurately record all contact outcomes, customer intent, and follow-ups within Salesforce CRM and Order Management Systems Revenue Protection & Risk Mitigation Achieve weekly conversion targets by securing customer payments within agreed timeframes Identify high-risk orders (e.g., multiple missed contacts, overdue balances) and escalate appropriately to Team Leaders or Finance Ensure adherence to key policies, including pre-payment before storage and cancellation terms Collaboration & Workflow Management Work closely with Dispatch, Order Processing, and Showrooms to align payment status with delivery readiness Support seamless hand-offs by maintaining accurate CRM notes and ensuring customer communication is consistent across all channels Partner with internal teams to troubleshoot payment issues and prevent order delays Process Integrity & Improvement Provide feedback on recurring customer barriers or communication gaps impacting conversion Contribute to ongoing refinement of scripts, tone, and journey timing to improve efficiency and NPS outcomes Maintain awareness of product lead times, delivery schedules, and payment methods to guide customer conversations effectively Capabilities Proven experience in outbound customer service, collections, or sales support environments Strong phone communication and negotiation skills with confidence in handling objections Familiarity with Salesforce or other digital CRM platforms for contact and case management Attention to detail in documenting calls and follow-up actions Commercial awareness and ability to link customer outcomes to business impact Organised and adaptable in a fast-paced environment Key Success Metrics Order & Payment Conversion % of orders finalised and paid prior to delivery First-call payment conversion rate (~27–30% benchmark) Reduction in storage commencements and cancellations Customer Experience CSAT / NPS feedback on outbound interactions Consistency of communication tone and accuracy Operational Accuracy CRM compliance (notes, call outcomes, follow-ups) Adherence to outbound schedule and service levels Efficiency & Impact Volume of successful contact attempts per week Reduction in inbound failure demand related to payment or delivery queries #J-18808-Ljbffr