Retention & Telesales SME: Drive Growth & Retention

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

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.