THE OPPORTUNITY:
Does providing exceptional customer satisfaction matter to you? And are you energetic, motivated, calm in a storm and sales savvy? Understand the needs of others? If so we have the role for you!
This is a challenging, but hugely rewarding position, you’re the “cheerful face on the end of the phone” for NZME customers. Sound like you? The motivation and energy you bring to the role comes from a confidence that whether its upselling, cross selling, or simply bringing back to the customer the real value they get from our products and services, you know you have what it takes to get the right results.
Exceptional customer service underpins everything you do, customer satisfaction is high on your priorities and can be evidenced from your previous experience in a retention/customer sales role.
Key Responsibilities:
Customer Retention:
- Proactively drive subscription sales and customer acquisition by identifying opportunities for new subscribers and upselling to existing customers.
- Enhance customer loyalty and retention by delivering exceptional post-sale service, ensuring alignment with sales targets and contributing to the organization's revenue growth.
- Identify and resolve customer challenges to minimize cancellations and support long-term retention.
Sales:
- Actively promote and sell print and digital subscriptions across NZME’s publications, supporting marketing initiatives and promotional strategies.
- Leverage opportunities to upsell additional NZME products and services, including various payment options (e.g., MPP).
- Ensure the completion of the end-to-end sales process, meeting payment and subscription requirements, and contributing to both individual and team sales goals.
Customer Service & Satisfaction:
- Serve as the first point of contact for customers, addressing inquiries through phone, email, and web chat.
- Foster strong relationships with customers, ensuring repeat business and long-term brand loyalty.
- Achieve service and retention targets while identifying opportunities to promote relevant products and services.
Cross-Functional Collaboration:
- Upsell and cross-sell NZME products and services to meet customer needs and exceed retention goals.
- Work closely with internal teams (sales, distribution, finance) to enhance customer experience and drive revenue generation.
Audience Engagement:
- Cultivate positive relationships with customers to drive repeat business and enhance brand loyalty.
- Achieve promotional and circulation targets, ensuring the alignment of team goals with audience engagement initiatives.
Technical Proficiency:
- Analyse sales reports and leverage NZME databases to identify opportunities for growth or areas requiring improvement.
- Stay current with all systems and platforms, adapting to new media tools and production systems across digital, print, and broadcast formats.
Required Competencies:
- Sales Skills: Build rapport and effectively assess customer needs to sell and upsell relevant products and services.
- Customer Service: Apply a customer-first approach, delivering consistent, professional assistance and ensuring customer satisfaction.
- Communication: Clearly express ideas in individual and group settings, adapting communication style to the needs of the audience.
- Team Collaboration: Contribute positively to team goals, supporting a culture of collaboration and mutual success.
- Attention to Detail: Ensure precision in all tasks and verify that details are accurate and complete.
- Resilience: Handle rejection or disappointment with professionalism and maintain effectiveness under challenging circumstances.
- Persuasiveness: Utilize effective communication to influence customers and gain acceptance for products and services.
- Results Orientation: Drive personal and team success by exceeding sales targets and focusing on continuous improvement.
- Planning & Organization: Prioritize tasks efficiently to meet deadlines, balancing competing demands.
- Decision-Making: Make informed decisions by analysing data, considering alternatives, and taking action based on available facts.
ABOUT YOU:
- Education & Experience: NCEA Level 3, or a Customer Service/Contact Centre qualification (Business communication course preferred).
- Communication Skills: Strong communicator, effectively engaging with managers, colleagues, and external stakeholders.
- Teamwork: Collaborative, respecting others’ viewpoints, and contributing to team success at NZME.
- Leadership: Promote a culture of excellence, with strategic thinking aligned with NZME’s goals.
- Personal Development: Commit to ongoing learning and adapt to changes in the work environment.
In addition to the above you'll need to be results and target driven with honed time management skills, advanced knowledge in Word & Excel and above all possess exceptional communication and inter-personal skills. We're an innovative and forward-thinking team and will want you to be too, we also muck in and roll our sleeves up where required, we reward exceptional results and we love to have fun!
In return we’re offering an incredibly inspirational crew to work with, in a supportive environment that encourages you to be your very best. You’ll be joining a company that is vibrant and energetic – hey, its media after all! This is a great introductory role into the sales and customer service industry, with ongoing training and development provided.
Our call centre team is a diverse bunch, based in Ellerslie with onsite parking and an onsite gym. Like I've said we like to have fun and at the same time pride ourselves in our work ethic and output.
This is a permanent role, with the minimum hours being 40 per week, normally working between the hours of 7:30am and 5:00pm, Monday to Friday.
The salary band for this role is $55,000 to $65,000 including commission.
We're ready and waiting for you to join the team, so don't delay, apply now!
All applicants will be asked about their current working rights in New Zealand (eg. Citizen, resident, visa, no visa etc.)
