Job Overview
The Sales Representative – Inbound/Outbound (Energy) engages customers via inbound and outbound calls to support energy comparison and move-home journeys. The role focuses on guiding customers through options, explaining outcomes clearly, and helping them complete sign-ups while maintaining compliance, quality standards, and performance KPIs. This is a high-volume, advisory-style sales role that prioritizes effective communication, positive customer experience, and consistent performance outcomes.
JOB DETAILS
- Work set up: Onsite
- Schedule: Monday to Friday | 7:00 AM – 4:00 PM (Manila time)
- Holiday: Will follow New South Wales (Australia) holidays
RESPONSIBILITIES
Customer Engagement & Assisted Online Sign-Up
- Engage customers via inbound and outbound calls to support energy needs through move-home and energy comparison journeys.
- Support customers in completing their energy sign-up via approved company website(s), providing real-time guidance and assistance.
- Use approved comparison and scripting tools to help customers make informed decisions aligned to their personal circumstances.
- Explain comparison outcomes when required, including rates, fees, offers, benefits, and key terms.
Sales, Outcomes & Verification
- Guide customers through comparison outcomes and next steps in the assisted online sign-up journey.
- Confirm and verbally verify key plan details including rates, contract terms, retailer conditions, and eligibility criteria in line with compliance requirements.
- Facilitate successful completion of online sign-ups while maintaining a customer-first, advisory approach.
- Manage objections professionally to support positive customer outcomes.
Performance & Targets
- Achieve weekly and monthly activity, conversion, revenue, and quality KPIs as agreed with the Head of Retail Growth.
- Take ownership of individual performance metrics including call volume, conversion rate, and revenue outcomes.
- Contribute to overall team targets and performance objectives.
- Maintain disciplined follow-up processes to maximise conversion opportunities.
Compliance & Quality Assurance
- Strictly follow approved sales scripts, disclosures, and call frameworks at all times.
- Adhere to all regulatory, privacy, consent, and compliance requirements relevant to energy and assisted online sales.
- Maintain accurate and complete call notes, records, and CRM updates in accordance with audit standards.
- Participate in call monitoring, QA reviews, coaching sessions, and mandatory compliance training.
Reporting & Accountability Requirements
The employee is expected to:
- Meet agreed weekly and monthly sales, activity, and quality KPIs.
- Maintain high accuracy in CRM records and call documentation.
- Provide transparency in reporting of pipeline, conversion, and outcomes.
- Escalate customer complaints, compliance concerns, or system issues promptly.
- Participate in regular performance reviews and coaching sessions.
Compliance & Conduct
The employee must:
- Comply with all BeMoved policies and procedures.
- Ensure all customer interactions comply with applicable energy regulations, privacy laws, and consent obligations.
- Protect confidential customer and company information at all times.
- Represent the company professionally in all customer interactions.
QUALIFICATIONS
- Proven call center or telesales experience
- Strong verbal English communication skills suitable for supporting Australian-based customers
- Results-driven mindset with the ability to manage objections and close sales
- High attention to detail, particularly in compliance and script adherence
- Ability to work effectively in fast-paced, target-driven environments
- Energy sector experience is an advantage
- Familiarity with CRM systems or call center technology is preferred
- Demonstrated accountability and ownership of responsibilities
- Team-oriented with a collaborative and professional approach