Job Overview

Our client is seeking a Client Outreach & Retention Specialist to reconnect with previous clients who have used the agency's services in the past, inviting them back through warm, consultative phone conversations. In this role, you will identify their current tax return situation, understand their needs, and guide interested clients through re-enrollment either on the call or by scheduling follow-up support. You will be the friendly voice that turns lapsed relationships into active partnerships, working with warm leads who already know the brand and tracking outcomes to help refine outreach strategies.

Client Overview

Our client is an established independent tax agency based in New Zealand, serving over 43,000 clients since 2010. They specialize in helping individuals navigate tax returns, income tax, and donation rebates, providing personalized assistance to those who prefer expert guidance over government-only channels. The agency is in a growth phase and expanding their outreach capabilities during the quieter season.

Schedule

• Monday - Friday, 3:00 PM - 7:00 PM NZDT (20 hours per week)

Responsibilities

• Call through the client database of previous customers to invite them back to the service.
• Handle three primary call outcomes: no answer/invalid contact, not interested (capture reason), or interested in re-enrolling.
• Complete client re-enrollment applications over the phone when the client is ready to proceed immediately.
• Schedule call-backs or hand off to office staff when clients prefer alternative timing.
• Send text links or follow-up information to clients who want to complete enrollment independently.
• Verify and update client contact information and personal details during conversations.
• Reach out to clients who started the application process but haven't completed identity verification.
• Request clearer copies of ID documents or correct typos in passport or license information.
• Maintain accurate records in the client database of call outcomes and next steps.
• Adapt calling hours and approach based on what times yield the best connection rates.

Requirements

• Two to three years of customer support or outbound calling experience.
• Excellent communication skills with a warm, consultative phone manner.
• Ability to handle objections professionally and identify reasons for disinterest.
• Comfortable guiding clients through forms and application processes over the phone.
• Experience tracking call outcomes and maintaining accurate records.
• Reliable and self-motivated to work independently during afternoon and early evening hours.
• Comfortable working with databases and learning new internal systems.

Qualifications

• Experience in financial services, tax, or similar regulated industries.
• Experience working with clients in Australia or New Zealand markets.
• Familiarity with client re-engagement or win-back campaigns.
• Experience with identity verification processes.

Why Join This Team

• Work remotely with a stable, established company that has been operating for 16 years.
• Afternoon and early evening schedule offers work-life balance compared to traditional hours.
• Grow your skills in a consultative sales environment with warm, existing relationships.
• Opportunity to expand into morning hours and increase your schedule based on performance.
• Work with a small, collaborative team during their strategic growth phase.
• Receive clear training materials including instructional videos for internal systems.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.