Confirmer (US Timeshare)

Job Summary

The Confirmer plays a critical role in improving the campaign's show rate by ensuring every scheduled appointment is verified, customers remain committed, and reminder calls are completed before the scheduled presentation. 

To verify and confirm appointments scheduled by the Team Leader (Closer), reinforce the customer's commitment to attend the timeshare sales presentation, and maximize appointment show rates through timely and professional follow-up calls.

Key Responsibilities

• Receive and review appointments scheduled by the Team Leader (Closer).
• Contact customers to confirm their scheduled timeshare presentation appointment.
• Verify customer information, including contact details, appointment date, time, and presentation location.
• Reinforce the value of attending the presentation and encourage customer commitment.
• Address customer questions, concerns, or objections that may prevent attendance.
• Build rapport and provide a positive customer experience during every interaction.
• Make a friendly reminder call approximately two (2) hours before the scheduled appointment.
• Confirm the customer's attendance and provide any necessary directions or appointment instructions.
• Reschedule appointments when necessary in accordance with client guidelines.
• Accurately document all customer interactions and appointment updates in the CRM system.
• Coordinate with Team Leaders and Operations regarding appointment confirmations, cancellations,
• reschedules, and no-shows.
• Ensure compliance with client requirements, company policies, and campaign procedures.

Qualifications

• High school diploma or equivalent; college education is an advantage.
• At least one (1) year of BPO experience, preferably in customer service, appointment setting, or outbound calling.
• Experience in US Timeshare, travel, or sales campaigns is an advantage.
• Excellent English communication and interpersonal skills.
• Strong customer service, rapport-building, and objection-handling skills.
• Detail-oriented with strong organizational abilities.
• Basic knowledge of CRM systems and Microsoft Office applications.
• Willing to work on a graveyard shift (US time zone).

Key Performance Indicators (KPIs)

• Appointment show rate (30% Book to show rate)
• Reminder call completion rate
• Customer commitment rate
• Call quality (QA) score
• CRM documentation accuracy
• Attendance verification accuracy
• Customer satisfaction during confirmation calls
• Compliance with call schedule and service standards

Core Competencies

• Customer Service Excellence
• Appointment Confirmation
• Relationship Building
• Effective Communication
• Active Listening
• Objection Handling
• Time Management
• Attention to Detail
• CRM Documentation
• Problem Solving