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.

About Us

cloudigo:

cloudigo is a rewards and discount app offering users savings on dining, shopping, and experiences in Malta and Gozo. It connects over 400 brands with customers through exclusive deals and gamified engagement tools. More than 250 companies in Malta have adopted the cloudigo application as an employee benefit to demonstrate appreciation and foster loyalty among their staff.

Telesales & Retention Representative

Job Description