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Outbound Account Management Specialist

2 weeks ago

Manila, National Capital Region, Philippines Staff Domain Inc Full time

Set-up and Location: WFH

Work Schedule: 9:00AM to 6:00PM (NZDT) | 4:00AM to 1:00PM (PH)

Employment Type: Full-time

Ready to do work that actually excites you?

The Outbound Sales Representative is responsible for delivering high-quality customer outreach to strengthen relationships, grow revenue, and maintain the integrity of company's customer records. The role focuses on contacting existing customers and new business prospects to update account information, present product and service offerings, and generate qualified opportunities for the Sales Team. With over 20,000 records in our cloud-based database-including 10,000+ active B2B customers-this role plays a key part in ensuring company remains connected to its customer base and consistently identifies opportunities for business growth.

Key functions of the role include but are not limited to:

  • Outbound calling
  • Sales engagement (upsell and cross-sell)
  • Database accuracy and management
  • New business prospecting
  • Professional customer communication

What You'll Do:

You'll be the kind of person who:

Outbound Calling & Customer Engagement

KPI Weighting: 40%

Key Activities:

  • Conduct outbound calls to existing customers using approved calling scripts
  • Confirm and update customer information in the CRM system
  • Understand customer needs and present appropriate Heart Saver products and services
  • Capture call notes and outcomes immediately following each call

KPI's:

  • Achieves 60-80 completed outbound calls per day
  • Accurate and timely CRM updates for every customer interaction
  • Professional communication aligned with Heart Saver's values

Upsell, Cross-Sell & Lead Generation

KPI Weighting: 30%

Key Activities:

  • Promote relevant or higher-value products and services to existing customers
  • Identify opportunities for additional service uptake
  • Qualify leads and schedule follow-up appointments for Relationship Managers or Sales Team
  • Support customer retention by reinforcing product value and benefits

KPI's:

  • Achieves agreed-upon upsell/cross-sell targets
  • Conversion of warm leads into qualified sales opportunities
  • Increased customer product engagement

Database Integrity & CRM Management

KPI Weighting: 10%

Key Activities:

  • Maintain accuracy and cleanliness of customer records in the cloud-based database
  • Update contact information, service history, and lead details
  • Identify and flag duplicate, incomplete, or inactive records
  • Comply with internal data standards and privacy requirements

KPI's:

  • High accuracy of CRM data
  • All updates completed within required timeframes
  • Minimal data errors or rework required

New Business Prospecting

KPI Weighting: 10%

Key Activities:

  • Conduct outreach to new business prospects (primarily B2B)
  • Use scripts and prospecting workflows to introduce Heart Saver offerings
  • Capture new business lead information and qualify interest
  • Convert cold leads into warm opportunities

KPI's:

  • Prospecting targets achieved monthly
  • Number of qualified new business leads generated
  • Increased engagement from new outreach activities

Customer Experience & Support

KPI Weighting: 5%

Key Activities:

  • Provide courteous, professional communication on all calls
  • Handle general customer queries and direct complex matters to appropriate internal teams
  • Ensure a positive and consistent customer experience

KPI's:

  • Positive customer feedback
  • Timely, professional handling of queries
  • Alignment with customer service expectations

Team Culture

KPI Weighting: 5%

Key Activities:

  • Engage proactively with the wider team
  • Participate in team training, meetings, and continuous improvement initiatives
  • Uphold Heart Saver values in all conduct
  • Contribute to a supportive and collaborative work environment

KPI's:

  • Models behaviours consistent with Heart Saver's values
  • Demonstrates teamwork and cooperation
  • Positive feedback from peers and managers
  • Participation in team initiatives and shared goals

What You Bring:

We're looking for someone who:

Essential

  • * 2+ years' experience in outbound sales, telesales, or lead generation
  • * Strong verbal communication and rapport-building skills
  • * Confident and professional phone manner
  • * CRM or cloud-based database experience
  • * Proven ability to follow structured scripts and call workflows
  • * Strong attention to detail for data entry and call documentation
  • * Reliable, motivated, and comfortable working independently in a remote environment

Preferred

  • * Experience working with B2B customers
  • * Knowledge or experience in health, safety, or compliance industries
  • * Experience managing large databases (10,000+ records)
  • * Familiarity with New Zealand or Australian business environments

Personal Qualities

  • Results-driven and committed to achieving daily/weekly targets
  • Warm, confident, and customer-focused communicator
  • Adaptable and open to constructive feedback
  • Professional, dependable, and takes ownership of responsibilities
  • Positive attitude and commitment to continuous improvement

Why You'll Love Working Here

  • HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
  • Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
  • Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more

Let's Talk

If you're thinking "this sounds like me"-it probably is. Click apply. We can't wait to meet you.