Digitalization Specialist
1 day ago
**About IONOS EN**
IONOS EN is the leading European digitalization partner for small and medium-sized businesses (SMB). Our company serves around six million customers and operates across 18 markets in Europe and North America, with our services being accessible worldwide.
**Job Title:** Digitalization Specialist - Sales and Retention
As a Digitalization Specialist - Sales and Retention at IONOS EN, you will play a crucial role in supporting our customers via inbound calls, chats, and email. Your primary responsibilities will include selling products and services, customer retention, responding to account & billing inquiries, and general technical support.
**Key Responsibilities:
- Resolve customer issues via phone, email, and chat during scheduled shifts.
- Assist existing and potential customers with support-based and product purchase questions, recommending suitable products and services based on their needs using a strategic and ethical sales approach.
- Promote customer retention by offering discounts/credits where applicable, and assist customers with cancellation requests when retention is not possible.
- Demonstrate strong foundational customer service skills, including account management and billing proficiency, general technical skills, and the ability to patiently resolve customer issues.
- Efficiently manage your workload to meet overarching departmental service level goals.
**Requirements:
- 1-2 years of experience in a customer service or retail environment with exposure to or responsibility for sales.
- Proven strong verbal and written communication skills.
- Ability to effectively manage multi-channel workflow, including customer calls, chats, and emails regarding product sales, as well as account, billing, and service issues.
- Ability to efficiently process and document call information in CRM applications.
- Possess basic computer and internet skills.
- Ability to regularly report to work on time as scheduled.
- Ability to manage competing priorities in terms of their importance.
- Willingness to learn new products, understand new approaches, and adapt to new technologies.
- Ability to work as an individual contributor within a team environment.
**Preferred Qualifications:
- Skills in shared hosting environments.
- Knowledge of DNS protocols.
**Estimated Salary:** $45,000 - $65,000 per year, depending on experience.
**Location:** Philadelphia office.
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