Winback Agent

We are looking for a Winback Agent to join our growing team.

Assigned in the Winback Division in Cebu for the sales of the Online Presence Package of 411 Locals. They are responsible for closing deals and collecting balances from canceled accounts. They also help grow the customer base of the company in collaboration with other departments and functions of the company to achieve sales and contribute to the quality, growth, and continuity of the Winback Division.

About Us

At 411 Locals, our mission is to provide small businesses worldwide with simplified, effective, and affordable business services. We envision a world where entrepreneurs can start, grow, and run their ventures with confidence. As an ambidextrous group of companies, we continuously improve existing services while venturing into new markets.

Minimum Requirements:

• Great communication skill (English, Spanish)
• Bilingual (must have almost no accent at all) the whole position is about this great comms skills item) 
• 1 – 2 years of relevant experience
• 1 year or more of relevant management experience
• Highschool graduate
• Preferred: at least 1 year college (experience can be substituted)
• Track record of meeting or exceeding sales quotas

Scope:

1. High and Quality Conversion – Restore Deals, Payability (50%)
2. Upsale Appropriate Solutions (20%)
3. Collect Balance (20%)

Key Responsibilities. Responsible for: 

1. Master salesmanship skills to persuade and reactivate as high as possible leads from the assigned bucket, with highest possible MRC; Master and apply product and tool knowledge when restoring accounts
2. Upsale when opportunity arises to resolve customers’ problems.
3. Negotiate pending balance, so the company is paid for the services rendered, by balancing it with the restoration.

Common Responsibilities. Responsible for: 

1. Make multiple outbound calls to potential customers.
2. Deliver customized, targeted sales strategies and share information about the company/product.
3. Answer potential, current, and previous customers’ questions to understand needs and offer solutions and support.
4. Research potential leads from valid sources.
5. Document necessary account information and offer solutions that benefit the customer.
6. Provides a positive customer experience that resells the value of the service and promotes a long term ongoing relationship with the customer.
7. Helps guide and educate customers about the fundamentals and benefits of online marketing and how best to take advantage of their marketing campaign.
8. Provide prompt and accurate information to the technicians to expedite the changes to be made on the account such as the website, marketing video and social media accounts, etc.
9. Resolves customer concerns for the customer real-time, in a thorough, comprehensive, and timely manner.  Responds to and resolves on the first call, customer inquiries, and issues by identifying the topic and type of assistance the caller needs such as website or social media account changes.
10. Research complex issues across multiple resources and work with support groups to resolve customer issues and/or partner with others to resolve escalated issues.
11. Provides education and status updates on previously submitted service tickets
12. Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance.
13. Entering accurate information in CRM is governed by quality audits, random spot checks and reviews. Failing on these guidelines will lead to actions as outlined in the code of conduct and quality policy.
14. Address and fix any mistake made in a pitch to a customer maintaining a no MIS REP policy throughout their  career 
15. Demonstrated ability to communicate, present and influence customers to sign up with us and stay with the company
16. Demonstrated ability to effectively sell current and future products the company will decide to market using the utmost levels of integrity, highest levels of salesmanship, versatility and very strong application of the best sales techniques.
17. Develop and change pitch according to any new company policies  
18. Follow the best lead nurturing practices of Pipeline management, lead nurturing etc ensuring effective sales funneling and closures. 
19. Continuously improves Closing  effectiveness by: developing new approaches and techniques; analyzing results; asking for feedback from manager and QA., Completing Company Up-Training and or Sales Certification requirements
20. Update job knowledge by: self-education; participating in educational opportunities; reading professional publications.
21. Maintain a good professional work environment.
22. Attend all company meetings pertaining to this department.
23. Maintain a united, goal-oriented, money motivated, and company-loyal team.
24. Participate and exceed in regular trainings provided by the organization
25. Be a strong team player, abide by team and floor policies related but not limited to pre- intimation of leaves, absences, phone off time, etc
26. Participate, cooperate and work towards working coaching and performance improvement plans with their respective team leader manager and performance improvement coaches.
27. Performs other duties as assigned.

Work Conditions

1. Work hours: 7:00 AM to 4 PM PST
2. Presence before or after these work hours may be required based on business needs.
3. Schedule may vary based on business needs

Compensation

1. Base salary 
2. Attendance bonus
3. Performance bonus

Key Performance Indicators:

1. DPAD (Deal per agent per day)
2. CPAD  (Collection per agent per day)
3. Add Ons Per Week 
4. QA (Quality Assurance Score)

Company Values

Get Stuff Done, Deliver Results, Own It! 

Directly Communicate, Fiercely Collaborate

Innovate Always and in All Ways 

Domain Experts, Company Experts 

Growth: Customers, Company, People 

At 411 Locals, we are committed to fostering the growth and development of our employees. We provide clear career paths and advancement opportunities for both non-sales and sales roles. We believe in recognizing and rewarding exceptional performance and dedication.

Join 411 Locals and empower small businesses globally. Experience a collaborative and innovative environment that fuels growth. Achieve meaningful results and create a future where everyone wins.

To apply, please submit your resume outlining your relevant experience. We look forward to reviewing your application!

Note: Only shortlisted candidates will be contacted for further evaluation.