This is a remote position.
ABOUT ACCESS OFFSHORING:
We specialise in providing Australian businesses with experience and qualified professionals based in the Philippines. Not only does our team of recruiters have extensive experience in sourcing and recruiting offshore talent, we also help Australian businesses implement best practice when it comes to building an offshore team.
ABOUT THE CLIENT:
Our Client is an Australian-owned and operated self-storage provider that delivers storage solutions for individuals, families, and businesses across Australia. The company operates a network of self-storage facilities nationwide and focuses on offering secure, flexible, and accessible spaces to help customers manage their belongings during life changes like moving, decluttering, renovating, or downsizing.
JOB SUMMARY:
The CX Sales Agent is responsible for managing all inbound customer contact, including sales enquiries, general account queries, and payment related calls, while maximising conversion of enquiries into confirmed move-ins. This is a sales focused, performance driven role with a clear expectation to achieve a minimum 50% conversion rate from enquiries to move-ins each month. The role also ensures customers receive accurate, timely support for account-related enquiries, delivered in line with our client's customer experience standards. All customer interactions and enquiries must be accurately recorded and maintained in SiteLink.
KEY RESPONSIBILITIES:
Sales & Conversion Performance
Handle inbound sales enquiries via phone, email, and digital channels
Convert enquiries into confirmed move-ins, achieving a minimum 50% conversion rate month-on-month
Proactively follow up all sales enquiries to maximise conversion outcomes
Clearly explain the client's products, pricing, terms, and value proposition
Identify customer needs and recommend appropriate storage solutions
General Inbound Customer Calls & Account Support
Handle general inbound calls, including account and billing queries, payment processing, and general questions
Resolve customer queries accurately and efficiently on first contact where possible
Identify sales opportunities within service calls and convert where appropriate
Escalate complex or unresolved issues to the CX Manager
Enquiry Management & Follow Up
Ensure every enquiry and inbound interaction is responded to promptly and professionally
Conduct structured follow-up calls and communications
Maintain clear follow-up notes and outcomes
System & Process Compliance (SiteLink)
Accurately record all enquiries, calls, payments, follow-ups, and outcomes in SiteLink
Maintain high standards of data accuracy and compliance
Customer Experience
Deliver a consistent, professional, and friendly customer experience
Build rapport and trust with customers
Handle objections and concerns professionally
Performance & Quality
Achieve KPIs relating to conversion, call volumes, follow up completion, and data accuracy
Participate in coaching, training, and performance reviews
Key Performance Indicators (KPIs)
Minimum 50% enquiry to move in conversion rate (monthly)
Inbound call handling volumes
Follow-up completion rates
Accuracy and completeness of SiteLink records
Customer satisfaction and quality standards
SKILLS & QUALIFICATIONS:
Essential:
Experience in sales, contact centre, or customer service roles
Strong English communication skills
Confidence handling sales and service calls
Experience using CRM or booking systems
Desirable:
Experience in self-storage or property-related sales
Experience using SiteLink
Experience supporting Australian customers
Personal Attributes
Sales-driven and customer-focused
Proactive and organised
Reliable, accountable, and professional
Huron
Versant Media
The Hello Team
PERCEPTIO S.A.S.
SteerBridge
Access Offshoring
Access Offshoring
Access Offshoring