**CS Outreach Agent**
Our Customer Support team is looking for a proactive, personable, and customer-focused CS Outreach Agent to proactively engage with customers and help build positive, long-term relationships. In this role, you'll reach out to customers through various communication channels, provide timely and personalised support, identify potential issues, and ensure customers receive a high standard of service.
This is an exciting opportunity for someone who enjoys communicating with people, is confident handling different situations, and thrives in a fast-paced and customer-focused environment.
Key Responsibilities1. Customer Outreach & Engagement
- Proactively contact customers through relevant communication channels to provide support, information, and assistance.
- Build positive relationships with customers through friendly, professional, and personalised communication.
- Follow up with customers to ensure their questions, concerns, or requests have been resolved effectively.
- Provide clear and accurate information while ensuring every interaction delivers a high standard of customer service.
- Identify opportunities to improve customer satisfaction and engagement through proactive communication.
- Maintain a professional and consistent tone across all customer interactions.
2. Customer Support & Issue Resolution
- Understand customer needs and provide appropriate support or guidance based on each individual situation.
- Identify potential issues or concerns during outreach and take appropriate action to resolve or escalate them.
- Handle sensitive or challenging customer interactions calmly, professionally, and with sound judgement.
- Escalate complex issues to the appropriate internal teams when further support is required.
- Work closely with Customer Support and other relevant departments to ensure customer issues are followed through to resolution.
- Maintain accurate records of customer interactions, feedback, and follow-up actions.
3. Monitoring, Reporting & Collaboration
- Monitor customer responses and follow-up activity to ensure timely and effective communication.
- Identify recurring customer questions, concerns, or feedback and share relevant insights with the wider team.
- Assist with tracking outreach activity and preparing reports on customer engagement and outcomes.
- Contribute feedback and suggestions to improve outreach processes, customer communication, and the overall customer experience.
- Collaborate with Customer Support, CRM, Marketing, Payments, and other internal teams where required.
- Follow all internal policies, procedures, and customer communication guidelines.
- Support the wider Customer Support team with additional tasks and initiatives as required.
Requirements & Qualifications
We're looking for someone who...
- Has previous experience in customer service, customer support, sales, outreach, account management, or a similar customer-facing role.
- Has excellent written and spoken English, with strong communication skills.
- Is confident communicating with customers across different channels.
- Has a friendly, professional, and customer-focused approach.
- Is comfortable proactively contacting customers and initiating conversations.
- Has strong listening and problem-solving skills, with the ability to understand customer needs and find appropriate solutions.
- Is highly organised and able to manage multiple conversations, follow-ups, and priorities effectively.
- Has excellent attention to detail and maintains accurate customer records.
- Can remain calm and professional when handling challenging or sensitive situations.
- Takes ownership, works independently, and proactively follows tasks through to completion.
- Is proactive, reliable, and comfortable working in a fast-paced environment.
- Has high motivation and a willingness to learn and develop.
- Demonstrates strong teamwork skills and collaborates effectively with colleagues across different departments.
- Experience with CRM, customer support, ticketing, or communication platforms is an advantage.
Our Customer Support team is looking for a proactive, personable, and customer-focused CS Outreach Agent to proactively engage with customers and help build positive, long-term relationships. In this role, you'll reach out to customers through various communication channels, provide timely and personalised support, identify potential issues, and ensure customers receive a high standard of service.
This is an exciting opportunity for someone who enjoys communicating with people, is confident handling different situations, and thrives in a fast-paced and customer-focused environment.
Key Responsibilities1. Customer Outreach & Engagement
- Proactively contact customers through relevant communication channels to provide support, information, and assistance.
- Build positive relationships with customers through friendly, professional, and personalised communication.
- Follow up with customers to ensure their questions, concerns, or requests have been resolved effectively.
- Provide clear and accurate information while ensuring every interaction delivers a high standard of customer service.
- Identify opportunities to improve customer satisfaction and engagement through proactive communication.
- Maintain a professional and consistent tone across all customer interactions.
2. Customer Support & Issue Resolution
- Understand customer needs and provide appropriate support or guidance based on each individual situation.
- Identify potential issues or concerns during outreach and take appropriate action to resolve or escalate them.
- Handle sensitive or challenging customer interactions calmly, professionally, and with sound judgement.
- Escalate complex issues to the appropriate internal teams when further support is required.
- Work closely with Customer Support and other relevant departments to ensure customer issues are followed through to resolution.
- Maintain accurate records of customer interactions, feedback, and follow-up actions.
3. Monitoring, Reporting & Collaboration
- Monitor customer responses and follow-up activity to ensure timely and effective communication.
- Identify recurring customer questions, concerns, or feedback and share relevant insights with the wider team.
- Assist with tracking outreach activity and preparing reports on customer engagement and outcomes.
- Contribute feedback and suggestions to improve outreach processes, customer communication, and the overall customer experience.
- Collaborate with Customer Support, CRM, Marketing, Payments, and other internal teams where required.
- Follow all internal policies, procedures, and customer communication guidelines.
- Support the wider Customer Support team with additional tasks and initiatives as required.
Requirements & Qualifications
We're looking for someone who...
- Has previous experience in customer service, customer support, sales, outreach, account management, or a similar customer-facing role.
- Has excellent written and spoken English, with strong communication skills.
- Is confident communicating with customers across different channels.
- Has a friendly, professional, and customer-focused approach.
- Is comfortable proactively contacting customers and initiating conversations.
- Has strong listening and problem-solving skills, with the ability to understand customer needs and find appropriate solutions.
- Is highly organised and able to manage multiple conversations, follow-ups, and priorities effectively.
- Has excellent attention to detail and maintains accurate customer records.
- Can remain calm and professional when handling challenging or sensitive situations.
- Takes ownership, works independently, and proactively follows tasks through to completion.
- Is proactive, reliable, and comfortable working in a fast-paced environment.
- Has high motivation and a willingness to learn and develop.
- Demonstrates strong teamwork skills and collaborates effectively with colleagues across different departments.
- Experience with CRM, customer support, ticketing, or communication platforms is an advantage.
