Customer Success Representative

Job description

We're looking for a motivated and goal-oriented Outbound Customer Success Representative to join our growing outbound team. In this role, you'll be responsible for making outbound calls to customers, gaining their feedback on William Hill UK, helping to solve any issues, and sharing information around any of our exciting products and services they may be interested in. introducing them to our products and services, and driving sales to meet and exceed targets. As an ambassador for our brand, you'll play a crucial role in delivering an exceptional customer experience while focusing on sales goals and service excellence.

What you will be doing:

• Customer Relationship Building:

o Build rapport with potential customers, focusing on a consultative sales approach.

o Listen to customer needs and offer tailored solutions that add value and enhance customer satisfaction.

o Maintain follow-up when committed to and ensure any agreed actions are completed.

• Outbound calling:

o Make outbound calls to prospective customers, engaging them with information about our products and services.

o Identify customer needs and recommend suitable products and services to enhance the customer experience and deepen their relationships with William Hill where appropriate.

o Achieve and exceed individual targets, while contributing to overall team goals and sharing and implementing best practice.

o Discuss and make customers aware of our Safer Gambling tools, ensuring Safer Gambling processes are always followed.

• Product Knowledge & Expertise:

o Develop a deep understanding of our products and services to effectively communicate benefits and answer customer questions.

o Stay informed on company updates, new product launches, and promotions to keep customers up to date.

o Utilise scripts and adjust messaging based on customer responses to maximize success.

• Record-Keeping & Reporting:

o Accurately log call details, customer interactions, and relevant information.

o Track daily, weekly, and monthly activity and performance metrics, reporting results to the Team Leader.

o Analyse call outcomes to refine sales tactics and improve conversion rates.

• Compliance & Quality Standards:

o Ensure all interactions align with company and regulatory standards, maintaining a high level of integrity.

o Follow established processes and scripts while adapting as needed to ensure customer-centric conversations.

o Consistently meet quality assurance standards by delivering clear, professional, and compliant messaging.

Who we are looking for:

• Prior experience in outbound sales, telemarketing, or customer service is preferred.

• Strong communication and persuasion skills, with the ability to connect with diverse customers.

• Target-driven with a positive attitude and a commitment to achieving sales goals.

• Excellent time management and organisational skills to handle a high volume of calls efficiently.

• Self-motivated and adaptable, with the ability to thrive in a fast-paced sales environment.

• Excellent written and spoken English.

What we offer:

Our roles offer more than just a job, you'll become part of the William Hill family We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:

• Financial: Competitive salary and bonus schemes.

• Hybrid working: Our employees can work from home up to 40% of the time with 60% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up

• Paid Time Off (Service incentive leave): You'll be entitled to 30 days leave on an annual basis, and an extra day for your birthday.

• Healthcare and Wellness: Tools and services to help support your well-being, including support with mental health and financial education.

More about evoke:

We're a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction and ambition for the business, there couldn't be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world-class betting and gaming experiences. That's the future. That's evoke.

At evoke, you'll benefit from flexibility and a culture built on trust. We'll give you the space to be yourself and the tools you need to protect our customers while they play. We'll invest in your future to help you develop your unique strengths and build a career that's right for you.

Apply:

At evoke, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.

Sound good? Then you belong at our place The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.

Apply today to kickstart your application with the evoke Family

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