Hybrid Inbound / Outbound Call Executive (hiring for Multiple roles)

About the role:
Hybrid Role (3 days WFH, 2 days WFO)

Working Days: Monday - Friday

Working Hours: 8:00am - 5:00pm / 9:00am - 6:00pm

Have Monthly R&R resulting to extra allowance and Bonus

Opportunity to develop sales expertise and business capability

Supportive work environment with a focus on continuous improvement

Collaboration with internal stakeholders to achieve collective team targets



______________________________________



Member Service Agent (Outbound)
For a leading professional membership organization in the accounting field, Adecco is recruiting a Member Service Agent (Outbound) to join the Global Member Operations business unit. In this role, you report to the Outbound Team Leader and focus on converting prospective leads into new members through structured outbound activity.

What You Will Do?

Convert prospective leads into new members through outbound activity, consistently achieving new member and enrolment KPI’s and campaign targets.

Actively monitor and achieve individual new member and enrolment conversion performance vs targets, using outbound activity to build new member growth.

Practice active listening to understand members’ needs, challenges and goals, delivering high quality advice, information and solutions during every interaction.

Deliver a strong level of service excellence by providing high quality information about the CPA Program, ensuring queries are handled to call resolution.

Provide surge capacity to the inbound team during peak periods, including managing exam queries and supporting members when inbound member query volume exceeds capacity.

Collaborate closely with the outbound team and Member Experience team to develop synergies across sales teams and leverage local market knowledge to achieve new membership targets.

Actively present options for sales campaigns to the Outbound Team Leader, highlighting new membership success to broader MX sales teams including Divisions and the XDI Team.

Maintain current knowledge of outbound campaign development processes and proactively keep up to date with sales techniques to ensure sales capability and targets are achieved.

Ensure effective information and knowledge sharing by regularly updating the KM Expert, capturing the status of each activity and owning the member experience to call resolution.

Communicate the growth plan KPI’s and achievement against targets at planning review meetings and internal stakeholder forums, supporting continuous improvement and operational excellence.

Build and maintain strong relationships with key internal stakeholders, including Business Development, Education – delegated CPA Program updates/issues, Policy, Advocacy and Public Practice, Marketing, International, Global Member Operations – Divisions, Event Delivery and Design and Innovation, and Technology and Digital Solutions.

Your Skills

1 plus years’ experience in sales within an outbound Contact Centre, demonstrating consistent achievement of conversion targets and familiarity with outbound campaign activity.

Ability to communicate effectively and build strong relationships at all levels, showing Building relationships & interpersonal skills and Business: Customer focus in every interaction.

Demonstrated Business: Negotiation and influencing skills and Business: Problem-solving, including identifying member needs, overcoming challenges and articulating value to prospective members.

Proven Business: Sales capability with a strong understanding of all CPA offerings and the ability to clearly communicate features and benefits to prospective and new members.

Adaptable learner with the ability to thrive in a fast-paced work environment, including flexibility to work up until 8pm on occasions when business needs require.

High level of initiative, resourcefulness and sense of ownership to deliver strong outcomes for members, minimizing escalation to the Team Leader by resolving queries independently.

Capacity to collaborate effectively within Global Member Operations and across sales teams, contributing to team targets, outbound team objectives and continuous improvement initiatives.

A tertiary qualification is highly regarded but not essential, provided you demonstrate the required customer focus, sales capability and problem-solving strengths.



______________________________________



Member Service Advisor (Inbound)
As a Member Service Advisor (Inbound) recruited by Adecco for a professional membership organization, you will work within the Global Member Operations business unit and report to the Member Service Team Leader. In this role, you focus on delivering high-quality service to members across multiple channels while maintaining accurate records and supporting continuous improvement. You will handle inbound OMNI Channel enquiries, make warm calls to existing members, and collaborate closely with stakeholders across the business.

What You Will Do?

Answer inbound OMNI Channel enquiries (i.e. Voice, Email, Webchat, SMS etc.) and provide high quality advice, information and solutions aligned with current policies.

Take the time to understand members’ needs and goals to develop personalized solutions and add value to each interaction by offering additional support, service or suitable products.

Make every effort to answer member queries in the first instance, and when you can’t, you investigate and get back to members with priority and within agreed turnaround times.

Make warm calls to existing members to provide proactive support, clarify information and strengthen ongoing member relationships across relevant products and services.

Utilize available knowledge resources, assess the quality and appropriateness of these tools, and keep up to date with product information, policies and procedures to ensure accurate and current messaging.

Be an active participant in workshops, training sessions and team meetings to access current and accurate information and to support continuous improvement in member outcomes.

Log all feedback from members in CE, escalate when appropriate, and actively contribute to discussions and decisions aimed at improving products, services and member outcomes.

Keep reliable and sufficiently detailed records in CE and other databases while remaining compliant with high-risk policies and applying relevant procedures in the regulatory environment.

Achieve Member Experience Metrics, including survey results and coaching scores, meet WFM conformance targets, and work with your leader to meet service levels across all touchpoints.

Contribute to an environment of collaboration and cooperation within the team and other business units by celebrating colleagues’ and team success and openly communicating blockers.

Collaborate with stakeholders in Global Member Operations, including Divisions, Event Delivery and Design and Innovation, as well as Business Development, Education, Policy, Advocacy and Public Practice, Marketing, International and Technology and Digital Solutions to address member needs and event-related matters.

Your Skills

Bring 2 - 3 plus years’ experience in customer/member service roles, demonstrating consistent performance in high-volume, member-focused or customer-focused environments.

Demonstrate a positive, supportive and empathetic mindset that enables you to build strong relationships and deliver appropriate outcomes for members with diverse needs.

Ability to communicate effectively and build strong relationships at all levels, including members, colleagues, leaders and stakeholders across multiple business units.

Display a strong sense of initiative, resourcefulness and ownership, taking responsibility for investigating issues, following through on actions and keeping member promises.

Flexibility to work up until 8pm on occasions, aligning with operational requirements and service levels across all touchpoints and OMNI Channel enquiries