Customer Support Consultant

CUSTOMER SUPPORT CONSULTANT

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WHAT IS A/AN CUSTOMER SUPPORT CONSULTANT?

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, com

mercial 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.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

• 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

• 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

WHAT ARE WE LOOKING FOR?

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