Retention And Telesales Subject Matter Expert

Ionos; Compostela; On-site; PHP 279,000 - 446,000; Full time

Job summary

IONOS in Cebu City, Philippines is seeking a Retention and Telesales Subject Matter Expert to enhance customer retention and drive sales. You will guide Specialists, validate transactions, and apply web hosting knowledge to improve outcomes.

The role emphasizes training, monitoring interactions, and collaborating with cross-functional teams to develop campaigns, while staying current with hosting technologies and retention best practices.

Qualifications

• Experience in customer retention and telesales
• Ability to guide and mentor specialists in handling complex inquiries
• Familiarity with web hosting technologies and retention strategies

Responsibilities

• Develop and implement strategies to optimize customer retention and sales performance
• Provide guidance and mentorship to Retention and Telesales Specialists, assisting them in resolving complex customer issues and selling additional products and services
• Design training materials and conduct dynamic training sessions to improve team knowledge and performance
• Ensure team members possess necessary knowledge to handle customer inquiries effectively
• Monitor and evaluate interactions to ensure service excellence
• Assess compliance of sales and retention transactions with policies and procedures
• Analyze sales and retention data to identify trends and opportunities
• Collaborate with sales, marketing, and product teams to run targeted campaigns
• Serve as SME on web hosting technologies and telesales techniques
• Support KPI monitoring and provide proactive issue resolution
• Provide performance feedback and support professional growth
• Stay updated on industry trends and emerging technologies
• Act as liaison between Ret/TSI group and other departments

Skills

Retention strategy

Telesales

Customer guidance

Mentorship

Job description

I

Retention and Telesales Subject Matter Expert

Salary :

₱18 monthly

Company : Ionos Job Type : Full Time Cebu City, Philippines

Job Description - Retention and Telesales Subject Matter Expert

At IONOS, the leading European provider of cloud infrastructure, cloud services and hosting services, you will work together with a wide range of teams. We are characterized by open structures, a friendly working culture and flat hierarchies with a strong team spirit. We firmly believe that work and fun are compatible, and offer you the right environment for this. Our constant growth means that we are always looking for new colleagues. Become part of IONOS and grow with us.

We are seeking a highly skilled and motivated Retention and Telesales Subject Matter Expert(SME) to join us. This individual will play a pivotal role in enhancing customer retention, drivingsales, and validating sales and retention transactions conducted by Specialists. The Retentionand Telesales SME will bring expertise in both technical support and sales, providing guidance toSpecialists while ensuring the accuracy and effectiveness of their transactions. The successfulcandidate will possess a strong understanding of web hosting technologies, sales techniques,and retention strategies.

MAIN RESPONSIBILITIES:

• Develop and implement strategies to optimize customer retention and sales performance
• Provide guidance and mentorship to Retention and Telesales Specialists, assisting themin resolving complex customer issues and effectively selling additional products andservices.
• Facilitate the training and development of the Retention and Telesales Specialists bydesigning comprehensive training materials, conducting dynamic training sessions, andfostering an environment of knowledge.
• Ensure that teammates possess the necessaryknowledge and skills necessary to effectively handle customer inquiries.
• Ensure service excellence by monitoring and evaluating teammates' interactions withcustomers.
• Assess the compliance of sales and retention transactions with established policies and procedures, as well as gauge overall customer satisfaction through thethorough review of calls, chats, or emails.
• Analyze sales and retention data to identify trends, opportunities, and areas forimprovement, providing actionable insights to management.
• Collaborate with cross-functional teams, including sales, marketing, and productdevelopment, to develop and implement targeted campaigns and promotions aimed atdriving sales and retention.
• Serve as a subject matter expert on web hosting technologies, customer retentionstrategies, and telesales techniques, providing training and support to Specialists as needed.
• Support Team leaders in monitoring key performance indicators (KPIs) related to sales, retention, and customer satisfaction, taking proactive measures to address any issues or challenges.
• Support Team leaders in conducting regular performance evaluations and provide feedback to Specialists to support their professional development and growth within the organization.
• Stay updated on industry trends, best practices, and emerging technologies related to web hosting, sales, and customer retention.
• Act as a liaison between the Ret/TSI group and other departments, facilitating communication and collaboration to achieve shared objectives.

Others:

• Accepts other responsibilities as may be assigned by superior according to the need ofthe Company.
• Creates and preserves the most favorable Company image by conducting all functions inthe most ethical and fair manner.
• Administers all assigned functions consistent with and in support of the goal of thecompany.

About IONOS

IONOS is the leading European digitalization partner for small and medium-sized businesses (SMB). The company serves around six million customers and operates across 18 markets in Europe and North America, with its services being accessible worldwide. With its Web Presence & Productivity portfolio, IONOS acts as a 'one-stop shop' for all digitalization needs: from domains and web hosting to classic website builders and do-it-yourself solutions, from e-commerce to online marketing tools. In addition, the company offers Cloud Solutions to enterprises who are looking to move to the cloud as their businesses evolve.

We value diversity and welcome all applications - regardless of,for example, gender, nationality, ethnoorsocial origin, religion, disability, age as well as sexual orientation and identity, physical characteristics, marital status or any other irrelevant factor subject to applicable law.