THE ROLE

The Outbound Telecare Upgrades Executive is responsible for proactively contacting existing telecare customers to promote and facilitate upgrades to newer or enhanced services and devices. This role supports customers in accessing improved safety, independence, and quality of life through modern telecare solutions. By building strong relationships, understanding individual needs, and clearly communicating the benefits of upgraded offerings, the executive contributes to customer satisfaction, business growth, and the ongoing relevance of telecare services in an evolving care landscape.

MAIN RESPONSIBILITIES & ACTIVITIES

• Proactively contact existing customers to promote upgrades to newer or enhanced telecare products and services.
• Assess customer needs to identify suitable upgrade opportunities that enhance safety, independence, or functionality.
• Clearly explain the benefits of upgraded devices or services, including technological improvements, additional features, and long-term value.
• Address customer questions or concerns about the upgrade process, pricing, or changes to service in a professional and reassuring manner.
• Guide customers through the upgrade journey, processing orders, and updating account details in CRM systems.
• Achieve or exceed upgrade targets and KPIs, contributing to customer satisfaction and business growth.
• Ensure accurate and compliant handling of customer data in accordance with data protection regulations (e.g., GDPR).
• Liaise with internal departments, including technical support and logistics teams, to ensure a smooth and timely delivery of upgraded services.
• Maintain up-to-date knowledge of all telecare products, upgrade pathways, and industry trends to support effective customer conversations.
• Provide feedback and insights from customer interactions to help refine upgrade strategies and improve service delivery.
• Support other areas of the business.