Customer Retention and Telesales Specialist

About the role

We are looking for a Telesales & Customer Retentions Agent to develop and maintain excellent relations with new and existing customers, resulting in increased levels of customer retention and customer satisfaction.

Duties & Responsibilities

Key responsibilities include:

• Respond to incoming requests via telephone, email and online live chat to identify, inform and sell the correct hosting product to meet the customers need.
• Maintain an excellent knowledge of our portfolio of products and services.
• Respond to incoming requests for cancellation of services and identify opportunities to achieveretention.
• To consistently achieve and exceed sales and retentions targets.
• Direct customers to our online knowledge base to improve their future self service capability.
• Document customer cancellation outcomes to add to our knowledge of reasons why customers choose to cancel their services with us.
• Report regularly to Telesales & Customer Retentions Manager on all activities relating to the role

Skills & Expertise required:

Essential:

• Proven track record of selling on the telephone, including revenue generation and exceeding sales targets.
• Self-motivated.
• Sales and/or Customer Service experience in a similar role.
• Excellent verbal and written communication skills.
• Excellent telephone manner.

Desirable:

• Technically minded with strong problem solving & analytical skills
• A good knowledge of the Internet, email, FTP and the world wide web
• An understanding of Hosting & DNS would be an advantage