Location: On-site (with remote work options available subject to performance)

Employment Type: Part-Time (flexible hours)

About the Role

We are seeking an experienced, highly motivated, and target-driven Tele sales & Retention Representative to join our team on a part-time basis.

Key Responsibilities

Primary Focus Areas

Customer Retention & Sales: Contact existing and former subscribers to discuss their subscription status, present value-driven renewal options, and offer exclusive promotional incentives where appropriate, as well as, convert subscribers to Premium users
Surveys & Dining Feedback: Conduct targeted outreach to gather detailed customer feedback regarding their app experience, merchant interactions, and overall experience satisfaction.
Merchant Meeting Setting: Reach out to prospective and existing partner merchants to schedule meetings and introductions, for our business development team.
Target Achievement: Consistently meet or exceed daily call volume expectations and key performance indicators (KPIs) for renewals and meeting bookings.

Supporting Duties

Churn Analysis: Identify underlying reasons for customer churn, document feedback accurately, and provide insights to improve product and service offerings.
CRM & Record Management: Maintain thorough, organized records of all call outcomes, merchant and corporate contacts, customer feedback, and follow-up tasks in our CRM database.
Brand Representation: Serve as a professional, polite, and persuasive ambassador for our brand across all touchpoints.
Corporate Meeting Setting: Reach out to prospective and existing corporate clients to schedule meetings and introductions for our business development team.

Performance Expectations

Target Volume: Average of 8-10 outbound calls per hour.
Balanced Focus: High-quality customer interactions combined with strong renewal and meeting conversion rates.
Consistency: Steady, focused calling activity and CRM maintenance throughout scheduled hours.

Required Skills & Experience

Language Proficiency: Fluent in both Maltese and English (spoken and written).
Experience: Intermediate-to-experienced background in tele sales, outbound customer service, retention, CRM software usage or appointment setting.
Communication: Exceptional listening, negotiation, and objection-handling skills-especially around pricing and subscription value.
Relationship Building: Proven ability to build rapid rapport with diverse customers and business representatives.
Target-Driven: Comfort and experience working in a target-driven, KPI-measured environment.
Soft Skills: Highly reliable, self-motivated, organised, and capable of working independently or remotely.

Working Hours & Compensation

Hours: Flexible part-time hours (schedule to be agreed upon).
Base Pay: Competitive hourly rate based on experience.
Incentives: Performance-based commission and bonuses for hit targets (call activity, renewals, feedback-logging).
Other benefits: Access to full cloudigo Premium Subscription

Why Join Us?

Flexible Working: Convenient blend of on-site work with remote/work-from-home options after a probational period and subject to performance.
Varied & Engaging Work: A diverse range of tasks spanning retention, merchant outreach, and customer experience research.
Supportive Environment: Access to ongoing support, training, and clear, achievable performance goals.
Direct Impact: Play a key role in customer satisfaction, brand growth, and merchant expansion.
Dynamic team: Be part of a fast-growing team scaling an innovative, locally built platform with a supportive, close-knit atmosphere.

Telesales & Retention Representative

Job Description