Retention & Telesales Team Leader

WebHosting; Cebu City; On-site; PHP 3,531,000 - 5,297,000; Full time

Job summary

IONOS is seeking a Customer Service Manager (Retention and Telesales) to lead a customer support team and drive retention efforts across channels. You will model customer-oriented behavior, set expectations, and coordinate with colleagues to resolve issues efficiently.

You will coach staff, monitor performance, and report results while implementing action plans to improve satisfaction and productivity. This role emphasizes teamwork, process improvement, and proactive customer care within a

Qualifications

• Experience managing a customer service team in a fast-paced environment.
• Strong focus on retention and upsell via telesales.
• Excellent communication and conflict resolution skills.

Responsibilities

• Ensure customer orientation and productivity of employees and react accordingly when needed.
• Provide orientation and set correct company expectations for employees which may include giving correct information, assistance and reference materials necessary to perform their jobs efficiently.
• Main contact for work-related needs of employees
• Assists in addressing and resolving variety of concerns and issues pertaining to account support, performance standards, relationship with colleagues/team, and other departments.
• Submit team performance reports and address performance problems through corrective disciplinary actions.
• Process and submit operational and administrative tasks on a timely manner
• Create and implement team based or individual action plans as needed to drive Performance.
• Meet team attendance and performance targets
• Conduct coaching and mentoring that are essential to the individual and team development
• Interact with different teams and departments within the company.
• Attend official organizational meetings set for updates and discussions
• Spearhead monthly retention activities and other activities that will promote camaraderie and team work within the company
• To be service oriented and ensure customer satisfaction
• Continuous pro-active effort towards improving customer satisfaction and our internal procedures
• Conduct interviews for potential new agents or replacement agents.

Skills

Team leadership

Customer service

Coaching

Performance management

Cross-functional collaboration

Job description

IONOS is seeking a Customer Service Manager (Retention and Telesales) to lead a customer support team and drive retention efforts across channels. You will model customer-oriented behavior, set expectations, and coordinate with colleagues to resolve issues efficiently.

You will coach staff, monitor performance, and report results while implementing action plans to improve satisfaction and productivity. This role emphasizes teamwork, process improvement, and proactive customer care within a